Abstract
Nowadays customer experience is driven by software. Software development processes therefore must be orientated towards customer experience. Product Management must listen to the Voice of the Customer (VoC), extract product requirements, and guide the development team accordingly. The customer is not available for explaining experience until it is too late and the product already developed. Traditional questionnaires, customer surveys and sensing groups do not work for analyzing customer experience. However, with the arrival of social media, new sources of customer experience are available that require new methods for analyzing customer’s voice. Six Sigma transfer functions provide the methods needed. This paper presents a case study how to use Six Sigma transfer functions based on Net Promoter® Score for Voice of the Customer for product requirements gathering in a software requirement elicitation processes. Transfer functions are an advancement of Quality Function Deployment (QFD) and Design for Six Sigma (DfSS), based on Eigenvector search techniques.
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Fehlmann, T., Kranich, E. (2013). Customer-Driven Software Product Development Software Products for the Social Media World – A Case Study. In: McCaffery, F., O’Connor, R.V., Messnarz, R. (eds) Systems, Software and Services Process Improvement. EuroSPI 2013. Communications in Computer and Information Science, vol 364. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-39179-8_27
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DOI: https://doi.org/10.1007/978-3-642-39179-8_27
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