Customer requirements research: providing input to quality function deployment

The authors demonstrate the principles of customer requirements gathering presented in a logical, step by step fashion. It is one thing to ask someone what they want and need but another to subtlety gain their definition of a quality product or service. Most people are not able to flat out tell you what their definition of a concept or product might be. It is helpful to the customer if they are asked a series of questions that lead to their quality definition. The process SBEST (Structured Brainstorming and Evaluative Survey Technique) is a powerful well defined method that enables the user to determine customer product or service quality definition. The output of the SBEST process is the information needed as input to a management planning tool called quality function deployment (QFD). It is also the input needed for any product or service development