上游充通大 SHANGHAI JIAO TONG UNIVERSITY Customer Needs Process Define the Scope Mission Statement Gather Raw Data Interviews Focus Groups >Observation Interpret Raw Data Need Statements Organize the Needs >Hierarchy Establish Importance Surveys Quantified Needs Reflect on the Process Continuous ImprovementCustomer Needs Process Define the Scope  Mission Statement Gather Raw Data  Interviews  Focus Groups  Observation Interpret Raw Data  Need Statements Organize the Needs  Hierarchy Establish Importance  Surveys  Quantified Needs Reflect on the Process  Continuous Improvement