20 years of hands-on management of large engineering, manufacturing, and procurement organizations focusing on product/service development, especially in areas of collaborative design, metrics, supply chain management, and business strategy implementation
Clients include Fortune 500 companies, major universities (Stanford, MIT, Carnegie-Mellon University), and government agencies in product development, supply chain management, and rapidly implementing enterprise-wide change
A choice model determines how much and what type of voice-of-the-customer work is required based on the needs of the project.
Features or potential features of a product that the customer does not expect but which excite and delight the customer when they are available.
A method developed by anthropologists to enable researchers to quickly summarize factual but non-quantitative data and to perceive the main themes within it. It is often used to analyze customer interviews. It is also known as a language analysis diagram.
A model developed by Professor Noriaki Kano in the 1980s that provides insight into customer preferences. It enables product developers to understand the features that customers most highly value and how to prioritize them.
Lead users are people who encounter a need or needs in advance of the general marketplace. They also tend to have a strong personal motivation to meet the need in question. The term was coined by MIT's Erich von Hippel.
Requirements translation involves understanding the customer’s wants, and then applying that knowledge by translating it into customer requirements.
Voice of the Customer
A process first documented by Abbie Griffin in the 1990s that enables developers to create new products based on the genuine needs and desires of the marketplace.