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1. How would you describe an internal customer?
A person who performs all or a portion of the process steps within the process being studied
A person or organization that purchases or acquires the output of the process being studied from an inside sales associate
An individual or department within the performing organization that receives or uses an output from the process being studied
2. What are techniques that you could use to gather Voice of the Customer data from external customers?
Observations and defect data
Surveys and focus groups
Inbound voice recordings and translations
3. What is the difference between customer need and customer requirements?
Customer needs are what the customer would like to do with the process output. Customer requirements are derived from the needs and are the measurable process targets that should enable the customer to do what they want to do with the process output.
Customer needs and customer requirements mean the same thing. They are used interchangeably
Customer needs are what the customers must provide in order to place an order. Customer requirements are what the process must provide to fulfill the order
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