This is an application oriented program. Simple and systematic way of capturing the customer expectations and converting them into system characteristics are taught which can be applied by the people who are directly connected with customers.
The program aims to develop knowledge on the process of capturing customer voice and how to translate the customer expectations to system level characteristics.
Overview on Kano model of customer needs, How to capture customer voices and prioritize, Quality Function Deployment.
Engineers/Executives with 2 to 5 years of experience involved in customer support areas like Marketing, Sales & Service, Design & development