Event Details
SEI Webinar Series: How Unstated Customer Needs May Drive Innovation
WEBINARS
Start Date: Thursday, December 3, 2009
End Date: Thursday, December 3, 2009
Start Time: 1:00 PM
End Time: 2:00 PM
About the Webinar
Part of the SEI's Software Engineering Measurement and Analysis (SEMA) efforts this year included the training, application, and extension of modern Voice-of-the-Customer (VoC) methods leveraged from the Design-for-Six-Sigma (DFSS) arena. Specifically, several measurement methods known as KJ interviews and workshops, followed by Kano analysis, were coupled with the SEI's semi-automated text analysis techniques to help scale up the industry-proven DFSS techniques for larger, geographically distributed settings. This webinar will provide more detailed insight to this work, the planned maturation of the modifications of these techniques, and lessons learned in using these methods with SEI collaborators this past summer. The bottom line remains clear: These methods are effective at identifying unstated customer needs which lead to the formulation of innovative solutions that drive customer delight, customer loyalty, and increased market share.
About the Speakers
Robert W. Stoddard is a senior member of the technical staff at the Carnegie Mellon Software Engineering Institute. He architected and designed several leading measurement and CMMI High Maturity courses including "Understanding CMMI High Maturity Practices," "Improving Process Performance Using Six Sigma," and "Designing Products and Processes Using Six Sigma."
Dennis Goldenson is a principal author of the Measurement and Analysis Process Area for Capability Maturity Model Integration (CMMI) models. He is the technical lead for the SEI's empirical investigations into the performance outcomes of CMMI-based process improvement. He previously served as co-lead of test and evaluation for CMMI, and he was the international trials coordinator for the SPICE project in support of ISO/IEC 15504.
Ira Monach pioneered the evaluation, development, and use at the SEI of textual and semantic analysis tools to detect issue patterns in software engineering qualitative data. He also led an SEI research and development investigation that recommended a new strategy for addressing large-scale software projects that continue to fail at alarmingly high rates. He continues to investigate the potential of collaborative information technologies for use in improving software engineering processes and building organizational and community memories.
Website: http://www.sei.cmu.edu/
To register: https://www1.gotomeeting.com/register/443295912
Sponsored by: Software Engineering Institute
