Skip to Main Content
Managing IT Performance to Create Business Value
book

Managing IT Performance to Create Business Value

by Jessica Keyes
September 2016
Intermediate to advanced content levelIntermediate to advanced
374 pages
10h 11m
English
Auerbach Publications
Content preview from Managing IT Performance to Create Business Value

10DESIGNING CUSTOMER VALUE SYSTEMS

The voice of the customer (VOC) is a process used to capture a customer’s expectations, preferences, and aversions. Traditionally, it has been used as a market research technique, although it is currently gaining traction through information technology (IT) service management. VOC produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives. VOC studies are generally conducted at the start of any new product, process, or service design initiative in order to better understand the customer’s wants and needs.

Customer Intimacy and Operational Excellence

Most customers want their products ...

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Start your free trial

You might also like

Value-Driven Business Process Management: The Value-Switch for Lasting Competitive Advantage

Value-Driven Business Process Management: The Value-Switch for Lasting Competitive Advantage

Peter Franz, Mathias Kirchmer

Publisher Resources

ISBN: 9781315351162