Voice of the Customer (QFD, Kano, Needs Tree)

This micro-course introduces key methodologies to understand and prioritize customer needs, ensuring that products and services align with expectations. Participants will learn how to apply Quality Function Deployment (QFD) to translate customer requirements into actionable process improvements, use the Kano Model to categorize customer preferences, and develop a Needs Tree to structure and analyze customer demands. By the end of the course, participants will have the tools to enhance customer satisfaction through data-driven decision-making.