Do you want to understand your customer’s needs, expectations and SLAs better? Do you want to shape your products and services based on the critical factors that matter to your customer? Do you want to learn a powerful tool that can help you achieve these goals? If yes, then this course is for you.
In this course, you will learn how to use the CTQ Tree tool, which stands for Critical to Quality. This tool helps you to identify and prioritize the key attributes that your customer values and expects from your products and services. You will also learn how to define and measure the performance indicators and SLAs that ensure the delivery of these attributes.
This course will teach you the following:
- The fundamentals of the CTQ Tree tool, including what it is, why it is useful, and how it can benefit your business and customer relationship.
- The process of creating a CTQ Tree, from defining the customer’s needs, to breaking them down into measurable requirements, to mapping them to the relevant processes and resources.
- The best practices and tips for using the CTQ Tree tool effectively, with real life examples and demonstrations from different scenarios and industries.
By the end of this course, you will have a clear understanding of how to use the CTQ Tree tool to gain valuable insights into your customer’s needs and expectations, and how to align your products and services with them. You will also be able to create and communicate SLAs that are realistic, achievable and mutually beneficial.
This course is suitable for anyone who wants to improve their customer satisfaction, loyalty and retention, as well as their own business performance and efficiency. Whether you are a business owner, a manager, a product developer, a service provider, or a customer service representative, this course will equip you with the skills and knowledge you need to use the CTQ Tree tool successfully.