ISO 16355-4:2017
Applications of statistical and related methods to new technology and product development process — Part 4: Analysis of non-quantitative and quantitative Voice of Customer and Voice of Stakeholder
ISO 16355-4:2017 describes the analysis of the voice of the customer (VOC) and the voice of the stakeholder (VOS). These include translation of VOC and VOS into true customer needs, prioritization of these needs, and competitive benchmarking of alternatives from the customer's perspective. This document also provides recommendations on the use of the applicable tools and methods.
Users of this document include all organization functions necessary to ensure customer satisfaction, including business planning, marketing, sales, research and development (R and D), engineering, information technology (IT), manufacturing, procurement, quality, production, service, packaging and logistics, support, testing, regulatory, and other phases in hardware, software, service, and system organizations.
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Basic concepts of QFD
5 Integration of VOC and VOS analysis and product development methods
5.1 QFD support for product development methods
5.2 Flow of product development with VOC and VOS analysis
5.2.1 Organization of the VOC and VOS analysis
5.2.2 Outline of VOC and VOS analysis
6 Types of QFD projects
7 VOC and VOS analysis team membership
7.1 VOC and VOS analysis uses cross-functional teams
7.2 Core team membership
7.3 Subject matter experts
7.4 VOC and VOS analysis team leadership
8 Seven management and planning tools
9 Analysis of the voice of customer (VOC) or voice of stakeholder (VOS)
9.1 General
9.1.1 Benefits of VOC and VOS analysis
9.1.2 Sources of VOC and VOS
9.1.3 Information contained in VOC and VOS
9.2 Translating VOC and VOS into customer needs
9.2.1 General
9.2.2 Verbal translation
9.2.3 Cause-to-effect diagram
9.2.4 Customer voice table
10 Structuring information sets
10.1 General
10.2 Affinity diagram
10.2.1 General
10.2.2 Steps to make an affinity diagram
10.3 Hierarchy diagram
10.3.1 General
10.3.2 Steps to make a hierarchy diagram
11 Prioritization
11.1 General
11.2 Applying AHP to customer needs
11.3 Steps to AHP using a spreadsheet
11.4 AHP survey format for customer needs prioritization
11.5 Sample size for customer needs prioritization
11.6 Applying AHP to a customer needs hierarchy
11.7 Analytic network process (ANP), fuzzy AHP, and fuzzy ANP
12 Quantification
12.1 General
12.2 Quality planning table
Bibliography
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Basic concepts of QFD
5 Integration of VOC and VOS analysis and product development methods
5.1 QFD support for product development methods
5.2 Flow of product development with VOC and VOS analysis
5.2.1 Organization of the VOC and VOS analysis
5.2.2 Outline of VOC and VOS analysis
6 Types of QFD projects
7 VOC and VOS analysis team membership
7.1 VOC and VOS analysis uses cross-functional teams
7.2 Core team membership
7.3 Subject matter experts
7.4 VOC and VOS analysis team leadership
8 Seven management and planning tools
9 Analysis of the voice of customer (VOC) or voice of stakeholder (VOS)
9.1 General
9.1.1 Benefits of VOC and VOS analysis
9.1.2 Sources of VOC and VOS
9.1.3 Information contained in VOC and VOS
9.2 Translating VOC and VOS into customer needs
9.2.1 General
9.2.2 Verbal translation
9.2.3 Cause-to-effect diagram
9.2.4 Customer voice table
10 Structuring information sets
10.1 General
10.2 Affinity diagram
10.2.1 General
10.2.2 Steps to make an affinity diagram
10.3 Hierarchy diagram
10.3.1 General
10.3.2 Steps to make a hierarchy diagram
11 Prioritization
11.1 General
11.2 Applying AHP to customer needs
11.3 Steps to AHP using a spreadsheet
11.4 AHP survey format for customer needs prioritization
11.5 Sample size for customer needs prioritization
11.6 Applying AHP to a customer needs hierarchy
11.7 Analytic network process (ANP), fuzzy AHP, and fuzzy ANP
12 Quantification
12.1 General
12.2 Quality planning table
Bibliography