Templates

Benchmarking (Customer)

1
VOC
Voice of the Customer: hierarchical structure of system and customer requirements. Collect all requirements based on customer benefit. Build a structure of groups and sub-items.
2
Importance
Importance rating for VOC. Created by one of the available prioritization methods, e.g. AHP.
3
Benchmarking
The columns of this table are the competitive products and the predecessor of your new product. For each VOC answer the following question: How good does the listed product (column) meet the customer requirement (row)? Use a scale from -- (non acceptable = 0) to ++ (exceeds expectations = 10).
4
Results
This table shows the calculated results of the benchmarking. The result is a score between 0 and 10 for each competing product, taking into account the importance of each VOC and its score in the benchmarking table. The calculation uses the method of linear mapping.