What are "Expecter's" in customer requirements classification?
Question
What are "Expecter's" in customer requirements classification?
Solution
"Expecters" in customer requirements classification refer to the basic needs or requirements that a customer expects from a product or service. These are the fundamental attributes that a product or service must possess in order to meet the customer's basic needs. If these requirements are not met, the customer will be dissatisfied.
For example, if a customer buys a car, they expect it to start and run smoothly. If it doesn't, they will be dissatisfied. These are the "given" or "expected" requirements that may not be explicitly stated by the customer, but are implicitly understood to be necessary.
In the Kano Model, a tool used for product development and customer satisfaction, "Expecters" are classified as "Must-be" quality. These are the attributes that the product must have, and their absence would cause dissatisfaction.
The steps to identify "Expecters" in customer requirements could be:
- Identify the basic needs of the customer related to the product or service.
- Understand the implicit requirements that the customer may not explicitly state.
- Analyze the product or service to ensure it meets these basic needs.
- Continuously monitor customer feedback to ensure these needs are being met.
Remember, "Expecters" are the minimum requirements a product or service must meet to satisfy a customer. They are not the features that would delight or exceed customer expectations, but the absence of these features would certainly disappoint the customer.
Similar Questions
Briefly describe the relevance of any three steps involved in the Identifying Customer Needs process according to Eppinger & Ulrich (2012)
What is a customer need and why identifying customer needs matters to the retailers?
What is the relationship between performance, features, and conformance in customer expectations?
Concept of identifying customer needs: understanding and influencing customer behavior through ongoing communication strategies in an effort to acquire, retain, and satisfy the customer. The ultimate goal is customer loyalty. Those people outside the organization who purchase or lease products and services. This group includes vendors, suppliers, people on the telephone or Internet, and others not from the organization. Term adopted in the early days of customer service when many people started small businesses in their homes and bartered products or services with neighbors. A term used to describe businesses that are engaged primarily in service delivery. People within the organization who either require support and service or provide information, products, and services to service providers who interact with external customers. Such customers include peers, coworkers, bosses, subordinates, and people from other areas of the organization. The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business. Something produced or an output by an individual or organization. A term used to describe the trend in which businesses have shifted from primarily production and manufacturing to more service delivery. As part of this evolution, many organizations have developed specifically to provide services to customers. A company that spends energy and effort on satisfying internal and external customers by first identifying customer needs, and then establishing policies, procedures, and management and reward systems to support excellence in service delivery.
"To mark a user story complete, Acceptance Criteria must meet __?" A list of complex assumptions The product prerequisite The customers' list of expectations A set of predefined requirement
Upgrade your grade with Knowee
Get personalized homework help. Review tough concepts in more detail, or go deeper into your topic by exploring other relevant questions.