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Identify Customer Needs

Table of Contents 1 Step 1. Gather Raw Data From Customers 1.1 Interactions with Customers 2 Step 2. Interpret Raw Data in Terms of Customer Needs 3 Step 3. Organize the Needs into a Hierarchy 4 Step 4. Establish the Relative Importance of the Needs 5 Step 5. Reflect on the Results and the Process

Step 1. Gather Raw Data From Customers

Interactions with Customers

Had a meetings with Melissa and Erwin at Xerox on 12/3/10 and on 12/17/10. Information gathered is mostly proprietary, and thus can be found in the private section of this website .

Step 2. Interpret Raw Data in Terms of Customer Needs

1. Reduce cost seen by Xerox
2. Tests bearings and recognizes immanent failures
3. Correlate failures to physical characteristic of bearings
4. Document procedure for testing bearings
5. Testing bearing is quick and easy to do
6. Determine effective lifetime of bearings
7. Evaluate bearings from different manufacturers
8. Determine benefit seen by Xerox by switching bearing manufacturers

Step 3. Organize the Needs into a Hierarchy

• Reduce Cost seen by Xerox
  • Develop method to characterize physical properties of bearings over their physical life
  • Collect data on bearing properties
    • Correlate physical property to failures
    • Evaluate bearings from different manufacturers
    • Characterize physical properties over the bearing's physical life
    • Determine running cost for each bearing
    • Create failure criteria for each bearing
  • Develop method for manufacturing to test bearings for immanent failures
    • Document the procedure
    • Testing bearings is quick and easy to do
    • Method prevents all failures from reaching the field

Step 4. Establish the Relative Importance of the Needs

Step 5. Reflect on the Results and the Process

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