About This Chapter
Business Analysis Evaluation - Chapter Summary
Check out this comprehensive business chapter to review a variety of business analysis evaluation concepts. This series of short business lessons breaks down many analysis models, methods, metrics and tools, such as customer service metrics, the Kano model, validation tools and project verification methods. When you're finished with the chapter, you should be able to:
- Interpret balanced scorecard and customer service metrics
- Define the concepts of benchmarking, net promoter score and user acceptance testing
- Evaluate the uses of value stream mapping and customer satisfaction surveys
- Understand customer needs through the Kano model
- Describe the means-end approach in customer needs analysis
- Assess various validation and quality tools
- Use CTQ trees to turn customer needs into actions
- Explain the use of service learning agreements, planguage and project verification methods
Enhance your studying experience by taking the included lesson quizzes and chapter exam. The chapter is available to study around the clock, and our instructors are happy to answer your questions. You can also revisit the lessons as many times as you need.
1. What Is a Balanced Scorecard? - Metrics & Examples
One of the most effective ways to determine the success of one's business, product, strategy, or employees is to measure results via performance appraisals. This lesson discusses one form of performance appraisal, the balanced scorecard.
2. What is Benchmarking? - Definition, Types, Process & Examples
Companies use benchmarking as a way to compare key metrics to other businesses in the industry. This allows companies to see how well they are performing and identify ways they can become more competitive in the industry. In this lesson, we will look at the different types of benchmarking, the stages of benchmarking, and a real world example.
3. Value Stream Mapping: Purpose, Use & Examples
Not all stages of production always add value during the production process. In this lesson, you'll learn about value stream mapping and how it can be used in lean manufacturing and other areas to improve the results for businesses and customers.
4. Customer Service Metrics: Definition & Types
In this lesson, we'll define customer service metrics and provide suggestions on how to set appropriate goals. We'll also discuss when to gather customer satisfaction data.
5. Customer Satisfaction Surveys: Uses & Implementation
This lesson will discuss the importance and benefits of customer satisfaction surveys. We will review common questions to include in surveys, ideas for increasing response rates, and how to prioritize and analyze feedback.
6. Using the Kano Model to Understand Customer Needs
In this lesson, you will learn to prioritize the customer requirements using the Kano model. This customer satisfaction model splits all customer requirements into five categories based on their impact on customer satisfaction.
7. Net Promoter Score: Definition & Examples
Net Promoter Score (NPS) is a mathematical equation that seeks to quantify customer loyalty and satisfaction. This lesson will walk through the basic definition of NPS and how it is calculated.
8. Means-End Approach in Customer Needs Analysis
Buying a product typically means more to a customer than just 'buying a car' or 'purchasing a tablet.' When a company can tap into the needs and the interests of the customer, it can develop products that sell. This lesson covers how to use the means-end approach to cater your products to your customers' physical and psychological interests.
9. Using Validation Tools: Prototyping, Survey Review, Document Review & User Requirements
Programmers use validation tools to make sure that they have a clear understanding of what the customer wants their program to do. This lesson will look at requirements document review, survey review, and prototyping.
10. What Is User Acceptance Testing? - Definition & Examples
In this lesson, we will look at what user acceptance testing is all about, what leads up to its requirement, the various types and examples of testing involved.
11. Quality Tools: Process Flowcharts, Pareto Analysis & More
Companies need tools to evaluate quality throughout their business processes. In this lesson, you will learn about the seven quality tools and how they help support operations management goals.
12. CTQ Trees: Turning Customer Needs into Actions
This lesson will define and explain how critical-to-quality (CTQ) trees can help change customer needs and expectation into measurable standards for products and/or services.
13. Project Verification Methods & Techniques
How do you make sure that a product meets the customer's requirements? In this lesson, you will learn about verification methods and will get acquainted with the various methods and techniques to do this.
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Other chapters within the PMI-PBA® Certification Exam Study Guide - PMI Professional in Business Analysis course
- PMI-PBA® Certification Overview
- Understanding Business Analysis
- Business Needs Assessment
- Leadership Principles
- Business Analysis Planning
- Business Analysis Methods
- Types of Business Analysis & Management Models
- Business Analysis Tools & Techniques
- Traceability & Monitoring in Business
- Communication, Conflict Resolution & Negotiation in Business
- PMI-PBA Certification Exam Study Guide - PMI Professional in Business Analysis Flashcards