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ISO 16355-3:2019

(Main)

Applications of statistical and related methods to new technology and product development process — Part 3: Quantitative approaches for the acquisition of voice of customer and voice of stakeholder

Applications of statistical and related methods to new technology and product development process — Part 3: Quantitative approaches for the acquisition of voice of customer and voice of stakeholder

This document describes quantitative approaches for acquisition of the voice of customer (VOC) and voice of stakeholder (VOS) and its purpose, and provides recommendations on the use of the applicable tools and methods. It is not a management system standard. NOTE It does not provide requirements or guidelines for organizations to develop and systematically manage their policies, processes, and procedures in order to achieve specific objectives. Users of this document include all organization functions necessary to assure customer satisfaction, including business planning, marketing, sales, research and development (R&D), engineering, information technology (IT), manufacturing, procurement, quality, production, service, packaging and logistics, support, testing, regulatory, and other phases in hardware, software, service, and system organizations.

Application des méthodes statistiques et des méthodes liées aux nouvelles technologies et de développement de produit — Partie 3: Acquisition quantitative du retour client (voice of customer) ou du retour des parties prenantes (voice of stakholders)

General Information

Status
Published
Publication Date
29-Jan-2019
ICS
03.120.30 - Application of statistical methods
Technical Committee
ISO/TC 69/SC 8 - Application of statistical and related methodology for new technology and product development
Drafting Committee
ISO/TC 69/SC 8 - Application of statistical and related methodology for new technology and product development
Current Stage
9020 - International Standard under periodical review
Start Date
15-Jan-2024
Completion Date
15-Jan-2024
Ref Project

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ISO 16355-3:2019 - Applications of statistical and related methods to new technology and product development processISO 16355-3:2019 - Applications of statistical and related methods to new technology and product development process
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ISO 16355-3:2019 - Applications of statistical and related methods to new technology and product development process
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INTERNATIONAL ISO
STANDARD 16355-3
First edition
2019-01
Applications of statistical and related
methods to new technology and
product development process —
Part 3:
Quantitative approaches for the
acquisition of voice of customer and
voice of stakeholder
Application des méthodes statistiques et des méthodes liées aux
nouvelles technologies et de développement de produit —
Partie 3: Acquisition quantitative du retour client (voice of customer)
ou du retour des parties prenantes (voice of stakholders)
Reference number
ISO 16355-3:2019(E)
©
ISO 2019

---------------------- Page: 1 ----------------------
ISO 16355-3:2019(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2019
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2019 – All rights reserved

---------------------- Page: 2 ----------------------
ISO 16355-3:2019(E)

Contents Page
Foreword .vi
Introduction .vii
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Basic concepts of QFD . 2
5 Integration of quantitative voice of customer (VOC) and voice of stakeholder (VOS)
acquisition with customer research methods . 2
6 Types of QFD projects . 2
7 QFD team membership . 2
7.1 QFD uses cross-functional teams . 2
7.2 Core team membership . 2
7.3 Subject matter experts . 2
7.4 QFD team leadership . 2
8 Types of information . 2
8.1 General . 2
8.2 Market strategy and trends . 2
8.2.1 General.
...

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