Listening to the Customer 

Webinar Series - Preparing For Process Analysis
with Sandra L. Furterer & Douglas C. Wood
Session #9: Listening to the Customer
- Define and distinguish between internal and external customers and suppliers
- Learn about different types of tools used to gather customer feedback: surveys, focus groups, complaint forms, and warranty analysis.
- See how the elements of quality function deployment (QFD) help understand the voice of the customer
- See how validation and qualification methods (including beta testing, first-article, in-process and final inspection) to make sure new or updated products, processes, and services meet customer needs