Date: June 12, 2002
Page 36
Detail on each room…
Customer Requirements
Competitive Comparison
Attributes
Relationships
Technical Evaluations
Targets
Correlation
Room
Key customer needs (spoken and unspoken)
Customer rating or key competitors’ performance
Measurable attributes resulting from the
translation
of customer requirements
Voice of Customer
Relationship of measurable
attributes to customer requirements
Actual performance of competitors on measures
What performance is required to meet customer requirements
The correlations between the measures
Contents
Where
Voice of Customer Benchmarking
Internal Expertise
Voice of Customer Benchmarking
Benchmarking
Benchmarking Internal Expertise
Regression analysis