ABSTRACT
The exercise of analyzing the team’s processes is a relatively simple exercise since the process within a team is often quite short. The intent of the exercise is to draw the team’s attention to the fact that most processes actually start outside the team or continue outside the team after their work is completed. A series of tools are used to objectivize the problems faced by the team. Many problems are known but their definition is not based on a structured analysis of the situation. The objective of investigating and understanding the Voice of the Customer and using the Critical-to-Quality (CTQ) structure is to examine and understand the end-to-end customer experience, in relation to the value that the customer expects to receive. Explicitly creating the link between the CTQ and the strategic business goals helps to restore the connection and increase the engagement of the team members.
