ISO 16355-4-2017 PDF

Full title and description

Applications of statistical and related methods to new technology and product development process — Part 4: Analysis of non-quantitative and quantitative Voice of Customer and Voice of Stakeholder. This part describes methods to analyse customer and stakeholder inputs (VOC/VOS), translate them into true customer needs, prioritise those needs, and perform competitive benchmarking from the customer perspective.

Abstract

ISO 16355-4:2017 provides guidance on analysing both non‑quantitative and quantitative voice‑of‑customer (VOC) and voice‑of‑stakeholder (VOS) data, including techniques to translate VOC/VOS into validated customer needs, prioritise those needs, and benchmark design alternatives against customer expectations. The document also gives recommendations on suitable tools and methods and identifies the organizational functions involved in applying the guidance.

General information

• Status: Published (International Standard; confirmed in ISO 5‑year review cycle).
• Publication date: 2017‑02 (Edition 1, 2017). National publication dates vary (examples: Feb 1, 2017 and Feb 28, 2017 are used by some national bodies).
• Publisher: International Organization for Standardization (ISO).
• ICS / categories: 03.120.30 — Application of statistical methods.
• Edition / version: Edition 1 (2017).
• Number of pages: ISO lists 25 pages for the core text; some national-body publications (BS, NEN, others) show larger page counts (commonly 25–36 pages) due to national forewords, covers and formatting differences.

Scope

This part of ISO 16355 specifies approaches for analysing customer and stakeholder inputs (VOC and VOS), transforming those inputs into validated customer needs, establishing priorities for needs and related product/service attributes, and conducting competitive benchmarking of alternatives from the customer perspective. It provides recommendations on appropriate tools and methods for both non‑quantitative and quantitative VOC/VOS analysis and is intended for use across functions involved in product, service and system development.

Key topics and requirements

• Definition and characterization of Voice of Customer (VOC) and Voice of Stakeholder (VOS) inputs.
• Methods to translate VOC/VOS into true customer needs (requirements elicitation and validation).
• Prioritization techniques for customer needs (qualitative and quantitative approaches).
• Competitive benchmarking of design alternatives from the customer perspective.
• Guidance on selection and use of statistical and related tools for VOC/VOS analysis (including recommended practices and limitations).
• Application advice for cross‑functional stakeholders (marketing, R&D, engineering, quality, manufacturing, service, regulatory, etc.).

Typical use and users

Intended users include personnel across functions responsible for assuring customer satisfaction and driving product/service development decisions: business planning, marketing, sales, R&D, engineering, IT, manufacturing, procurement, quality, production, service, packaging and logistics, testing and regulatory affairs. Typical uses include requirements elicitation, design prioritization, concept selection and customer‑focused benchmarking during new product or service development.

Related standards

ISO 16355 is a multipart series covering statistical and related methods for new technology and product development. Closely related parts include Part 2 (non‑quantitative approaches for acquisition of VOC/VOS) and Part 5 (solution strategy); other parts in the series address requirements definition, experimental design, and related topics. Users often consult multiple parts of ISO 16355 together when implementing a full customer‑driven product development process.

Keywords

Voice of Customer (VOC), Voice of Stakeholder (VOS), customer needs, prioritization, benchmarking, requirements elicitation, product development, statistical methods, ISO 16355.

FAQ

Q: What is this standard?

A: ISO 16355‑4:2017 is Part 4 of the ISO 16355 series; it gives guidance on analysing non‑quantitative and quantitative customer and stakeholder inputs (VOC/VOS) and converting them into validated, prioritised customer needs for product and service development.

Q: What does it cover?

A: It covers methods and recommendations for analysing VOC and VOS data, translating those inputs into true customer needs, prioritising needs, and benchmarking alternatives from the customer perspective; it also advises on tool selection and cross‑functional application.

Q: Who typically uses it?

A: Cross‑functional teams involved in product, service or system development — marketing, sales, R&D, engineering, quality, manufacturing, service, procurement, regulatory and related functions — use it to ensure development decisions reflect validated customer priorities.

Q: Is it current or superseded?

A: ISO 16355‑4:2017 is the first edition (2017). The ISO record for this standard shows it was reviewed and confirmed in the ISO 5‑year review cycle (confirmed in 2022), so the 2017 edition remains the current edition as of the last ISO review. National publications may show different publication page counts or national forewords, but that does not indicate a new international edition.

Q: Is it part of a series?

A: Yes — ISO 16355 is a multipart standard series addressing applications of statistical and related methods in new technology and product development (multiple parts address acquisition of VOC/VOS, analysis, solution strategy, experiment design, etc.). ISO 16355‑4 is one part of that series.

Q: What are the key keywords?

A: Voice of Customer (VOC), Voice of Stakeholder (VOS), customer needs, prioritization, benchmarking, requirements elicitation, statistical methods, product development.