Identifying & Prioritizing Customer Needs

The business process (or value chain) is the engine that produces value in the form of products or services a customer will pay for. Effective process improvement must begin with a thorough understanding of who the customer is and how he or she defines value, lest we create a more efficient system for “garbage in, garbage out.” Identifying & Prioritizing Customer Needs will demonstrate how to:

  • Define and manage customer expectations
  • Identify where value is created in your processes
  • Determine which process improvement projects will have the greatest impact on customer value and satisfaction

Time: 1 to 2 hours, including exercises
Price: $150
Credits: 1 PDU


Project Management InstituteIIBA

PMI®, PMP®, and PMBOK® are registered trademarks of the Project Management Institute, Inc. registered in the United States and other nations. CBAP® and IIBA® are registered trademarks of International Institute of Business Analysis.