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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
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