A. Voice of the customer
- Customer identification
Segment customers for each project and show
how the project will impact both internal and
external customers. (Apply)
- Customer feedback
Identify and select the appropriate data collection
method (surveys, focus groups, interviews, observation,
etc.) to gather customer feedback to better
understand customer needs, expectations and
requirements. Ensure that the instruments used
are reviewed for validity and reliability to
avoid introducing bias or ambiguity in the responses.
(Apply)
- Customer requirements
Define, select and use appropriate tools to
determine customer requirements, such as CTQ
flow-down, quality
function deployment (QFD) and the
Kano
model. (Apply)
B. Project charter
- Problem statement
Develop and evaluate the problem statement in
relation to the project's baseline performance
and improvement goals. (Create)
- Project scope
Develop and review project boundaries to ensure
that the project has value to the customer.
(Analyze)
- Goals and objectives
Develop the goals and objectives for the project
on the basis of the problem statement and scope.
(Apply)
- Project performance measures
Identify and evaluate performance measures (e.g.,
cost, revenue, schedule, etc.) that connect
critical elements of the process to key outputs.
(Analyze)
C. Project tracking
Identify, develop and use project management
tools such as schedules, Gantt
charts, toll-gate
reviews, etc., to track project progress.
(Create)
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