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ISO 16355-4:2017 describes the analysis of the voice of the customer (VOC) and the voice of the stakeholder (VOS). These include translation of VOC and VOS into true customer needs, prioritization of these needs, and competitive benchmarking of alternatives from the customer's perspective. This document also provides recommendations on the use of the applicable tools and methods.

Users of this document include all organization functions necessary to ensure customer satisfaction, including business planning, marketing, sales, research and development (R and 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.


Общая информация 

  • Текущий статус
     : Опубликовано
    Дата публикации
     : 2017-02
  • Версия
     : 1
  • Технический комитет
     : ISO/TC 69/SC 8 Application of statistical and related methodology for new technology and product development
  • ICS
     :
    03.120.30 Application of statistical methods

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  2. Интернет-магазин
  3. Каталог стандартов
  4. МКС
  5. 03
  6. 03.120
  7. 03.120.30
  8. ISO 16355-4:2017