VOICE OF THE CUSTOMER GUIDE
Business & Projects
Training Series
FOCUS ON: How the Customer starts a Business Improvement

EQSP DIRECTORY: ARCVOC
EQSP CREDITS: 24 EQC
METHODOLOGIES: BABOK® GUIDE, LEAN SIX SIGMA
DURATION: 3 days (8 hr/ day)
TRAINING LEVEL: intermediate - advanced
PREREQUISITE: Minimum 3 year of work experience (recommended)

BEST SUITED FOR: Business Analyst, Marketing Specialist, Business Consultant (senior/ expert), Business Process Optimization team, Six Sigma Green/ Black Belt, Quality manager/ specialist, department manager, team leader

TRAINING PARTICIPATION: diploma of completing the training program
Recomandare

Pentru pozitia de Analist de Business sunt recomandate programele de training:

1. Essentials of Business Analysis
2. Mastering Business Analysis
3. BA Specialization
4. Voice Of the Customer Guide
5. PM Complete Guide
6. LSS Yellow Belt
OBIECTIVE:
•
Rolul si Importanta “parerii” clientului in optimizarea unui business
•
Definirea si Implementarea Voice Of the Customer
•
Integrarea "business-ului" in "viata" unui proiect prin Analiza de Busines
•
Utilizarea rezultatelor VoC  in identificarea corecta a  “oportunitatilor” de optimizare cu impact major
SYLLABUS:
•
Business analysis fundamentals
•
How a process works for the customer
•
Voice of the customer in terms of business
•
How to develop and deploy a complete VOC
(a simple 5 questions questionnaire is not for a performant business)
•
VOB vs. VOC
(why the "voice of the business" should not act as a "chitchat" session
TRAINING SUPPORT:
•
Complete ROADMAPS for VOC/VOB
•
SOFTWARE APPLICATION - including VOC development/ VOC Analysis/ Critical to customer/ critical customer requirements analysis
ARCPRO®, ARCSIGMA® si Arcadia Consulting LOGO® sunt marci inregistrate ale Arcadia Consulting srl, Romania
EQC (Educational Quality Credits) sunt puncte credit alocate programelor de training in conformitate cu EQSP
EQSP (Educational Quality Standard Process) este procesul de standardizare a calitatii programelor de training acreditat conform ARCSIGMA®
PMI®, PMBOK® Guide sunt marci inregistrate ale Project Management Institute, USA
BABOK® Guide si IIBA® sunt marci inregistrate ale International Institute of Business AnalysisTM
PRINCE2® este marca inregistrata a Office of Government Commerce, UK
Microsoft®  este marca inregistrata a Microsoft Corporation, USA

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