Application des méthodes statistiques et des méthodes liées aux nouvelles technologies et de développement de produi — Partie 4: Analyse du retour client (Voice of Customer) ou du retour des parties prenantes (Voice of stakholders) quantitatif et non-quantitatif

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.