Slide 26 of 241
Some aspects are not always abundantly clear. Let’s take a look at Team Experience under Voice of the Customer. This has little to do with team experience as one might expect from the title, but rather is a list of information sources.
I earlier referred to ‘Laundry Lists’ - this is an example. Why? Because is the expectation is that each company look at this list and determine which of these is appropriate for their product. Not every company will be able to obtain information from ‘fleet’ operators, for example (1.1.3 Team Experience, page 9, “Fleet Operator’s comments”). But if you do have access to fleet information you’re supposed to utilize it! This said, it is true that each company will have, as a minimum, a sub-set of the information resources listed to draw upon. For example, every company will have customer letters and suggestions (1.1.3 Team Experience, page 8, “Customer letters and suggestions”). If not actual letters, e-mail or other customer ‘input’/feedback.
It should also be pointed out that some companies have information resources that fit the category (will provide information relative to the intent of gaining insight on the Voice of the Customer) which may not specifically be on the list. Exclusion from the ‘laundry list’ does not negate the importance of such inputs and the expectation that you use them.
Phase 1 Inputs
Voice of the Customer
Historical Warranty and Quality Information