Design for Six Sigma for Green Belts and Champions: Applications for Service Operations—Foundations, Tools, DMADV, Cases, and Certification

Chapter 14. Articulating the Voice of the Stakeholder

<feature><title>Sections</title>

	Introduction
14.1	Market Segmentation
14.2	Kano Surveys
	Summary
	References

</feature><feature><title>Learning Objectives</title>

After reading this chapter, you will be able to:

<objective>

Segment each stakeholder group for an organization; for example, customer segments, employee segments, investor segments, supplier segments, and regulator segments.

</objective> <objective>

Conduct a Kano survey within each stakeholder segment to identify the Attractive, One-Way, and Must-Be CTQs and CTPs.

</objective> </feature>

Introduction

The purpose of this chapter is to provide the theory and methods necessary for product development team members to understand the various ...