CUED Publications database

Foresight vehicle programme - Customer understanding processes in design

Garside, P and Burns, A and Evans, S (2002) Foresight vehicle programme - Customer understanding processes in design. SAE Technical Papers.

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Customer feedback is normally fed into product design and engineering via quality surveys and therefore mainly comprises negative comments: complaints about things gone wrong. Whilst eradication of such problems will result in a feeling of satisfaction in existing customers, it will not instil the sense of delight required to attract conquest buyers. CUPID's aim is to conceive and evaluate ideas to stimulate product desirability through the provision of delightful features and execution. By definition, surprise and delight features cannot be foreseen, so we have to understand sensory appeal and, therefore, the "hidden" voice of the customer. Copyright © 2002 Society of Automotive Engineers, Inc.

Item Type: Article
Divisions: Div E > Production Processes
Depositing User: Cron Job
Date Deposited: 17 Jul 2017 19:15
Last Modified: 10 Aug 2017 01:36