ISO 16355-2-2017 PDF

Full title and description

Applications of statistical and related methods to new technology and product development process — Part 2: Non-quantitative approaches for the acquisition of voice of customer and voice of stakeholder. This part of ISO 16355 gives purpose, recommendations and guidance on non‑quantitative tools and methods used to acquire and analyse the voice of the customer (VOC) and voice of stakeholder (VOS) during early stages of product and technology development.

Abstract

ISO 16355-2:2017 describes non‑quantitative approaches for acquiring VOC and VOS, explains applicable tools (for example the seven management and planning tools) and offers recommendations for integrating qualitative customer and stakeholder input into product development and QFD activities. It is advisory (not a management‑system standard) and is aimed at functions across an organization involved in ensuring customer and stakeholder needs are captured and prioritised.

General information

• Status: Published / Confirmed (active international standard).
• Publication date: February 2017 (Edition 1: 2017-02).
• Publisher: International Organization for Standardization (ISO).
• ICS / categories: 03.120.30 (Application of statistical methods).
• Edition / version: Edition 1 (ISO 16355-2:2017).
• Number of pages: 41 pages (ISO document).

Core bibliographic and lifecycle information as published by ISO and national standards bodies.

Scope

This part of ISO 16355 specifies the non‑quantitative methods and their intended use for acquiring and analysing VOC and VOS in new technology and product development. It covers team composition, recommended qualitative tools (such as affinity diagrams, relation diagrams, tree and matrix diagrams, arrow diagrams and PDPC), integration with QFD activities and approaches to convert verbal or behavioural customer/stakeholder information into inputs for later quantitative analysis and decision making. It does not set requirements for organizational management systems.

Key topics and requirements

• Guidance on acquiring VOC and VOS using non‑quantitative techniques (interviews, focus groups, observation, ethnography, expert elicitation).
• Use of the seven management and planning tools (affinity, relations, tree/hierarchy, matrix, arrow, PDPC, prioritisation tools) for organising and analysing qualitative data.
• Recommendations for cross‑functional VOC/VOS acquisition teams and roles (core team, subject‑matter experts, leadership from functions with direct customer contact).
• Integration of qualitative outputs into QFD and subsequent parts of the ISO 16355 series for prioritisation and quantitative analysis.
• Advice on scales and judgement methods (relative, absolute/expert, conversion toward quantitative criteria where appropriate) and on documenting assumptions and provenance of VOC/VOS inputs.

These are advisory recommendations intended to improve traceability, consistency and usefulness of qualitative customer/stakeholder inputs in development.

Typical use and users

Intended users include multidisciplinary product and system development functions: marketing, sales, market research, R&D, engineering, design, IT, manufacturing, procurement, quality, regulatory, service and support. Typical use cases are early product concept definition, requirements capture, voice‑of‑customer research, QFD preparation and any situation where qualitative customer or stakeholder information must be structured and converted into actionable inputs for development decision‑making.

Related standards

ISO 16355 is a multipart series. Relevant related parts include ISO 16355-1 (general principles and perspectives, QFD), ISO 16355-4 (analysis of non‑quantitative and quantitative VOC/VOS), ISO 16355-5 (solution strategy) and other parts of the 16355 series that cover complementary methods and quantitative treatments. The document also aligns with guidance produced by ISO/TC 69/SC 8 on applications of statistical methods in product development.

Keywords

voice of customer (VOC), voice of stakeholder (VOS), QFD, non‑quantitative methods, seven management and planning tools, affinity diagram, relations diagram, matrix diagram, PDPC, stakeholder requirements, product development, ISO 16355.

FAQ

Q: What is this standard?

A: ISO 16355-2:2017 is Part 2 of the ISO 16355 series and provides guidance on non‑quantitative approaches for acquiring and analysing voice of customer and voice of stakeholder information during product and technology development.

Q: What does it cover?

A: It covers methods, team roles and recommended tools (qualitative interviews, focus groups, observation and the seven management and planning tools) to capture and structure VOC and VOS, and guidance on feeding those outputs into QFD and subsequent analysis. It is advisory and not a management‑system requirement.

Q: Who typically uses it?

A: Cross‑functional product development teams — marketing, R&D, engineering, quality, regulatory, manufacturing, service and others who need to ensure customer and stakeholder needs are understood and translated into development inputs.

Q: Is it current or superseded?

A: As published by ISO, ISO 16355-2 was released in February 2017 and is listed as a published/confirmed international standard (no superseding edition noted at publication). Verify with your national standards body or ISO catalog for the very latest status before procurement or compliance work.

Q: Is it part of a series?

A: Yes — it is part of the ISO 16355 series addressing applications of statistical and related methods to new technology and product development (other parts include 16355-1, -4, -5, etc.). Use the series together when moving from qualitative capture to quantitative analysis and solution strategy.

Q: What are the key keywords?

A: VOC, VOS, QFD, qualitative methods, seven management and planning tools, stakeholder requirements, product development.