Translating Requirements into Process Goals

Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

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Overview/Description
Customers want quality. And quality includes customer requirements such as ease of use, reliability, or response time that are sometimes difficult to measure. To produce improvements that will generate the results customers want, these quality requirements must be redefined as measurable goals. The purpose of this course is to show you how to redefine customer quality requirements as measurable goals so they can drive process improvements.

Target Audience
Managers at all levels, supervisors, staff members, team leaders

Expected Duration (hours)
3.5

Lesson Objectives

The Voice of the Customer

recognize the benefits of understanding customer requirements.

differentiate between customer requirements and product features in business scenarios.

sequence the steps for creating a list of customer priorities.

match business situations to their appropriate competition-comparison techniques.

The Voice of the Engineer

recognize the importance of distinguishing between the customer's voice and the engineer's voice.

Match customer requirements to their corresponding technical descriptors.

choose technical descriptors that best convey customer requirements.

sequence the customer requirements in order of priority.

Processes

recognize the benefits of analyzing company processes.

match the prioritized requirements to the corresponding organizational processes.

sequence the steps of process analysis to use in given business scenarios.

identify the examples of appropriate process improvement goals.

Cross-functional Quality Improvement Teams

recognize the value of creating a cross-functional team for process improvement.

identify the appropriate team roles for a process improvement team.

identify the criteria for team member selection.

select the appropriate expectations of management for a process improvement team.

Course Number:
OPER0123