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Quest - DFSS (Design for six sigma) methodology

To ascertain changing customer needs, and to increase customer loyalty, SSA has developed QUEST®, a comprehensive customer need identification package complete with:

  • Systematically captures customer touchpoint needs through a survey process
  • Translates customer needs into product/service features
  • Identifies improvement initiatives based on customer voice

Objective

  • To identify critical to customer (CTC) requirements at all the touch-points with the customer
  • Identify improvement initiatives to achieve customer loyalty

Target audience
Customers and business process owners

Consulting Process

Identification &
Segmentation of
customers
Interview &
collection of
touch-pointwise CTC's
Gap analysis of
meeting the needs
of the customers
Identification of
improvement
opportunities

Deliverables

  • CTCs at customer touch-points
  • List of improvement projects

Benefits

  • Greater customer focus in the organization
  • Alignment of processes to meet the expectations of the customer
  • Identification of potential improvement initiatives
  • Identification of features and specifications of new products before development

Timeframe

  • 3 months

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Sarfaraz G Hussain
Manager Training Solutions
Email: sarfarazh@ssa-solutions.com
Phone: +91 98700 64786

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