Listening to the Customer

Описание: Webinar Series - Preparing For Process Analysis
with Sandra L. Furterer & Douglas C. Wood

Session #9: Listening to the Customer

Define and distinguish between internal and external customers and suppliers
Learn about different types of tools used to gather customer feedback: surveys, focus groups, complaint forms, and warranty analysis.
See how the elements of quality function deployment (QFD) help understand the voice of the customer
See how validation and qualification methods (including beta testing, first-article, in-process and final inspection) to make sure new or updated products, processes, and services meet customer needs