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A. Voice of the customer
- Customer identification
Segment customers for each project and show how the project will impact both internal and external customers. (Apply)
- Customer feedback
Identify and select the appropriate data collection method (surveys, focus groups, interviews, observation, etc.) to gather customer feedback to better understand customer needs, expectations and requirements. Ensure that the instruments used are reviewed for validity and reliability to avoid introducing bias or ambiguity in the responses. (Apply)
- Customer requirements
Define, select and use appropriate tools to determine customer requirements, such as CTQ flow-down, quality function deployment (QFD) and the Kano model. (Apply)
B. Project charter
- Problem statement
Develop and evaluate the problem statement in relation to the project's baseline performance and improvement goals. (Create)
- Project scope
Develop and review project boundaries to ensure that the project has value to the customer. (Analyze)
- Goals and objectives
Develop the goals and objectives for the project on the basis of the problem statement and scope. (Apply)
- Project performance measures
Identify and evaluate performance measures (e.g., cost, revenue, schedule, etc.) that connect critical elements of the process to key outputs. (Analyze)
C. Project tracking
Identify, develop and use project management tools such as schedules, Gantt charts, toll-gate reviews, etc., to track project progress. (Create)
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