Action 2.5 Define the Outcomes/Results in Customer Terms

Purpose

To understand the impact of the problem/opportunity on the customer and any known expectations held by the customer. To describe the outcomes and results the customer can expect when the process improvement has been completed.

DESIRED OUTCOME

Once this step is complete, you will have identified the impact of the problem/opportunity on the customer, and determined the outcomes and results that the customer can expect.

How to do it

Brainstorm to gather details of the impact on the customer.

Brainstorm to list the expected outcomes and results.

Group discussion to ensure that everyone understands and agrees with the stated outcomes and results.