Conception à l'écoute du marchéAnalyse de Données pour la Qualité (ERE)

Mastering the identification of client needs and expectations from the implementation of a CEM approach and providing benchmarks to diagnose the conformity of a CEM approach with the fundamental principles that characterize it.

• Locate and define CEM (in the context of Total Quality Management). • Concepts and pathways of the EMC. • CEM tools. • The interview (founded by the CEM). • The treatment of the interview (access to the "latent"). • The transformation and qualification of the customer's voices to arrive at the functional specifications, end of the CEM. • Discussion and conclusion

Table-to-table (Duration 1h)