CHAPTER 12Defining Customer Requirements (Roadmap Step 2)
This chapter is all about what may be the most important new core competency your organization will need to develop in the twenty-first century. Understanding what customers really want and how their needs, requirements, and attitudes change over time requires a combination of discipline, persistence, creativity, sensitivity, science, and sometimes luck.
The final products of this Six Sigma activity, in its most comprehensive form, include the following:
A strategy and system for continually tracking and updating customer requirements, competitor activities, market changes, and so on; aka, ...
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