How can you define your project scope and goals with customer feedback?

Para definir o escopo e as metas de um projeto, comece analisando atentamente o feedback dos clientes. Identifique padrões de insatisfação, expectativas não atendidas ou pontos fortes que podem ser aprimorados. Isso ajuda a alinhar o projeto diretamente com as necessidades reais do cliente, tornando-o mais relevante e direcionado. Estabeleça metas claras que resolvam os problemas identificados, focando em melhorar a experiência do cliente e a qualidade do produto ou serviço. Certifique-se de que essas metas sejam específicas, mensuráveis, alcançáveis, relevantes e baseadas em prazos definidos (SMART). Ao integrar feedback contínuo durante o desenvolvimento do projeto, você garante ajustes rápidos e mantém o foco na melhoria contínua.

-Conocer y compartir el propósito y la misión/visión del cliente. -Comprendiendo la necesidad del cliente, el contexto del negocio y la dinámica en la que se mueve ayuda mucho a definir los alcances y objetivos. Cabe mencionar que siempre se debe dejar trazabilidad de los mismos, para poder tener un historial de entregas de valor pactadas o mejoras/ajustes al proyecto.

SIPOC tem grande valor, pois, provê uma visão completa do processo produtivo e seus estado atual. Para uma boa execução, deixaria algumas sugestões: -Apoiar-se em um time treinado para executar o exercício, apto para direcionar os participantes no levantamento dos dados necessários; - Escutar o cliente, escutar o cliente e escutar o cliente. Os dados levantados pelo time do projeto ou processo, irão ajudar a traçar um paralelo entre o feedback do cliente e o processo atual, formando uma ponte para identificação de problemas; - Estabelecer métricas e indicadores, estes serão o Norte para a condução de melhorias, de tal forma que ambos os lados saibam onde querem chegar e qual parte do trajeto estão trilhando.

Defining project scope and goals with customer feedback starts by actively engaging with your customers to understand their needs and pain points. Use surveys, interviews, and focus groups to gather detailed insights. Analyze this feedback to identify common themes and prioritize areas for improvement. Clearly define project objectives that align with these customer needs, ensuring your goals are specific, measurable, achievable, relevant, and time-bound (SMART). Regularly review and adjust the project scope based on ongoing customer input, keeping the project focused and relevant. This customer-centric approach ensures that your project delivers meaningful value and satisfaction.

Specific: Clearly define what you want to accomplish. Measurable: Determine how you will quantify or evaluate results. Achievable: Ensure you have the resources, skills, and support needed. Relevant: Align objectives with customer feedback. Time-bound: Set clear start and end dates.

Using the SMART criteria is an effective way to define project scope and goals with customer feedback. Ensure your objectives are Specific by clearly identifying what you want to accomplish. Make them Measurable by determining how you’ll evaluate success. Verify they are Achievable with the available resources, skills, and support. Ensure they are Relevant by aligning them with customer feedback, and make them Time-bound by setting clear start and finish dates. Applying the SMART criteria ensures that your goals are focused, measurable, and customer-oriented, with room for adjustments based on ongoing feedback.

Basic Requirements: Essential features or functions that customers expect. Performance Requirements: Additional or variable features that customers desire. Delighters: Unexpected or innovative features that would delight customers. Using the Kano model involves identifying these three types of requirements to prioritize project activities based on customer satisfaction. This helps balance your project scope and goals between meeting expectations, exceeding desires, and creating delight.

The Kano model is an effective Lean Six Sigma tool for defining project scope and goals with customer feedback. It categorizes requirements into three types: basic, performance, and delighters. Basic requirements are essential features customers expect, performance requirements are additional features that enhance satisfaction, and delighters are unexpected features that can exceed expectations. By using the Kano model, you can prioritize project activities based on customer satisfaction, balancing the project scope between meeting basic needs, exceeding desires, and creating delight. This approach ensures a customer-focused project plan.

I prefer to use a customer satisfaction survey at the beginning with very relevant questions: 1. selected based on the analysis of customer complaints 2. with a focus on the usual indicators: satisfaction, loyalty, 4 P of marketing, Promoter score, ... 3. analysis of the customer departure rate with explanation of the causes. 4. etc. So I recommend starting from a specific need of the company. This assumes that we have at our disposal a precise and up-to-date diagnosis.

BOSCARD is an acronym used to define the project charter. ◀️ Background 🎯 Objectives 👉 Scope 🚧 Constraints ♐ Assumptions ♨️ Risks 🚚 Deliverables While a project charter is traditinally accepted form of accepting a project with stakeholder roles and the problem/goal statement, BOSCARD is more practical way of looking at things from agile point of view.

Internal customer feedback is critical for long term process sustainment, not only do you give time to the customers to express their concerns, but it should also serves to have customers know that their input will change how the process works and ultimately feel ownership on the process. After all, who wouldn’t like to be considered on a process that you own.

One thing I have observed is the importance of understanding the Voice of customer (VoC) and translating it into Critical to Quality requirements (CTQ). Usually customer describes symptoms rather than the real problem. Analyse customer's feedback properly and identify the problem to be solved is an important part to set the right the project goals. Missing this part can induce to work several hours in a "possible solution" for something that is not even a problem.

Defining your project scope and goals with customer feedback involves several key steps: 1. Collect Feedback: Gather input from customers. 2. Analyze Needs: Identify key issues and priorities. 3. Set Objectives: Define goals based on feedback. 4. Outline Scope: Determine project boundaries and features. 5. Prioritize: Focus on high-impact features. 6. Plan: Develop and validate the project plan. 7. Execute: Implement and adjust based on ongoing feedback. 8. Evaluate: Review project success and customer satisfaction. By integrating customer feedback throughout these steps, you ensure that the project scope and goals are well-defined and aligned with customer expectations.