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Track 1 Session 1
8:50 to 10:00 a.m. Wednesday April 11, 2007

Know Your Customer: Incorporating Customer Understanding Into a Test Program

The most effective way to design a product is to understand the customer. It is not enough to know the customer’s likes and dislikes, but you must also understand how the customer will use the product. Incorporating this customer understanding into a test program is the cornerstone of meeting the customer’s needs.

This presentation focuses on the processes and techniques of obtaining customer information for two market structures, the consumer and industrial markets. It also examines how to apply this information into test plans that can correlate customer usage and field failure modes.

Highlighted areas are:

  • Milestone process
  • Market Research (consumer vs. industrial markets)
  • Analysis methods of warranty and product life specifications
  • Test categories

Key Words: Brand, Milestone Process, Customer Research, Field Sites, Focus Groups, Data Gathering, Life and Warranty Specifications, Accelerated Tests, Test Plans, Test Categories

Bibin Daniel and Joanne Smith
Black & Decker
Towson, Maryland

Black & Decker

 

 

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