From the course: Program Management for IT Professionals

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Voice of the customer

Voice of the customer - Microsoft Project Tutorial

From the course: Program Management for IT Professionals

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Voice of the customer

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- [Instructor] Voice of the customer can be like detective work. As you ask different people, you get different answers, and even when you ask different people within the same company, you can get different answers, so capturing a persona is an important activity to avoid this key trap. When you hear engineers say, I'm an engineer and it's my job to build things, and not you, or procurement say, I'm in procurement and it's my job to reduce spending, or a business unit manager say, it's my job to run a profitable operation, then it's highly likely that you're going to get different answers from each of those personas as you do voice of the customer. So, the way to remedy this is to capture the persona and analyze the input of one persona against another. So, typically, you will interview a customer and you will capture the date and the company and the person and the title, but you can also assign a persona. Was that person engineering or procurement or a business unit manager, or some…

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