Voice of the Customer: Capture and Analysis (Hardcover)

Chapter 1: Value, Innovation, and the Voice of the Customer
Chapter 2: The Product Development Process
Chapter 3: Customer Value and the Voice of the Customer
Chapter 4: Customer Survey Design, Administration, and Analysis
Chapter 5: Proactive Customer Information Gathering--Ethnographic Methods
Chapter 6: VOC Data Processing
Chapter 7: Quality Function Deployment (QFD)
Chapter 8: Customer Value Creation by Brand Development
Chapter 9: Value Engineering
Chapter 10: Customer Value Creation Through Creative Design (TRIZ)
Chapter 11: Statistical Basics and Six Sigma Metrics
References
Index