SPIN Event - 2002-01-17

Quantifying Customer Values

DATE: January 17, 2002

PLACE: Rideau Room, Sheraton Hotel, 150 Albert Street

SPEAKERS: Helen Maskery, PhD, Maskery & Associates Inc.

Quantifying customer value from a customer-business perspective creates a measurable target for development that brings together all product aspects. These include attributes such as technical performance, customer requirements, functionality, usability, and market window of opportunity. It does this in such a way that tradeoffs between any of these aspects can be easily and explicitly made during the development process.

Quantifying customer value results in a

product that fits both the customers' needs AND the development organizations' needs,
manages the customers' expectations through the product definition and development phases so that the final delivery meets or exceeds expectations, and
reduces feature creep and schedule slippages due to debate amongst development team members about what is really needed by the customers and their users.

This presentation will describe the process for Quantifying Customer Value and will highlight examples of successful use in development projects.

Who Should Attend?

Suppliers and customers who are part of a development team for new or existing products
Project Managers, Business Managers, Marketing Representatives
Business analysts and other developers involved in the requirements analysis and design
Web designers responsible for setting presentation standards and developing templates

Those responsible for managing customer relations throughout product development

By Attending This Event You Will:

For Suppliers of products or services:

Learn how to keep a clear focus on customer needs throughout development
Learn how to more effectively manage customer expectations and improve your customer relationships
Learn how to improve decision making within constraints of the development program

For customers:

Understand how to define customer value so that suppliers and/or developers can meet your needs
Learn how to improve decision making within constraints of the development program.

Helen Maskery has had 20 years of varied industrial and academic experience in the human factors / human-computer interaction field with increasing levels of responsibilities throughout her career in the UK, USA and Canada. She is a supporter and contributor to the HCI (Human Computer Interface) program at Carleton University. Prior to starting her own consultancy, Maskery & Associates, Helen was Director of the Usability Design Group at Nortel Networks. She brings a pragmatic approach to balancing the needs of the manufacturer / vendor with the needs of the customer and the needs of the customers' users.