Freedom Within a Framework

Contents

Author

Introduction

PART 1     Commercial Viewpoint

Chapter 1   Understand the Voice of the Customer

1.1   Freedom within a Framework

1.2   Customer Wants and Customer Needs: Why the Gap?

1.3   Define the Questions for the VOC

1.3.1   Dimension 1: Only One Topic per Question

1.3.2   Dimension 2: Avoid Asking Leading Questions Which May Force a Biased Answer

1.3.3   Dimension 3: The Customer Is Willing and Able to Fully Answer the Question Being Asked

1.3.4   Dimension 4: Verify that All People that Administer the Question Interpret It the Same Way

1.3.5   Dimension 5: Verify that All Respondents Interpret the Question the Same Way

Chapter 2   Kano Model: Explanation of Success (Our Business Perspective)

2.1   Define the Value Proposition ...