By Muthiah Kasi, PE, SE, CVS-Life, FSAVE – Editor, Value World
Value is defined by the customer. There are different ways industries and Government agencies reach the customer and try to maximize the customer satisfaction. Value Methodology crated the concept of Customer focused FAST approach.
In the 1970’s Thomas Snodgrass and Theodore Fowler recognized that value is always determined by the customer. They concluded that the customer considers first only elements that fulfill the basic functions of the product or project or service. Among the selected, they weigh about their dependability, convenient to use, attractiveness and the satisfaction of their needs. This is the basis for the Customer FAST diagram.
Jerry Kaufman wrote me a letter in November, 1990 about the importance of Buyer or customer. I have included his letter in this issue. He brought out the point that the buyer (Customer/Client) not the producer (Designer) determines the Value of a product or project. Their evaluation is based on the satisfaction of what they need and what they want.
Recently, SAVE International made some changes to the role of Customer FAST Diagram. In order to minimize confusion about FAST diagramming, SAVE decided to call the Technical FAST as the FAST diagram for VM process. Customer FAST diagram will be called as a Customer Function Model. This approach is helping to understand the role of the technical and customer perspectives.
Function Model helps to understand the customer needs, desires and constraints. The y can be addressed with the (Technical) FAST diagram.
This issue focuses on customer perspective of Function analysis my article in this issue with the conversation between the fictional characters Ben and Ash brings out the features of the Function Model and the importance of recognizing the customer.
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