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

PMI DIRECTORY®:
REP2551 / ARCPM33
PMI® CREDITS: 24 PDU
METHODOLOGIES: BABOK® GUIDE, LEAN SIX SIGMA
DURATION: 3 days (8 hr/ day)
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
PMI®, PMBOK® Guide si PMI Registered Education Provider LOGO®
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
ARCADIA CONSULTING srl

Global Registered Education Provider,
Project Management Institute, USA

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