Customer Requirements
Research (CRR)
Identify key product measurements, service qualities and service activities that are required by potential customers in your market and market segments.
Keep your customers happy!
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Product Measurements |
Service Activities |
Service Qualities |
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Performance Features Reliability Workmanship Durability Aesthetics Serviceability Perceived quality |
Problem Resolution Customer Service Order-Taking Product Delivery & Shipping Customer Communications |
Tangibles Reliability Responsiveness Assurance Empathy |
Value Analysis
Quantitatively measure the inter-relationship between quality and price that determines overall customer value.
Investigate the service and product aspects that ultimately determine the elusive attribute: "quality." Estimate the function that measures the "value" that you provide to your customers.
VALUE = Function (Product Quality + Service Quality + Price)