统计及相关方法在新技术和产品开发过程中的应用 第3部分：获取客户声音和利益相关者声音的定量方法

[中文适用范围]： 本文件描述了获取客户声音（VOC）和利益相关者声音（VOS）的定量方法及其目的，并提供了适用工具和方法的使用建议。本文件不是管理体系标准。注：本文件未为组织提供制定和系统管理其政策、流程和程序以实现特定目标的要求或指南。本文件的使用者包括所有确保客户满意度的组织职能，包括业务规划、市场营销、销售、研究与开发（R&D）、工程、信息技术（IT）、制造、采购、质量、生产、服务、包装与物流、支持、测试、监管及其他硬件、软件、服务和系统组织的相关阶段。 [外文原描述]： This document describes quantitative approaches for acquisition of the voice of customer (VOC) and voice of stakeholder (VOS) and its purpose, and provides recommendations on the use of the applicable tools and methods. It is not a management system standard. NOTE It does not provide requirements or guidelines for organizations to develop and systematically manage their policies, processes, and procedures in order to achieve specific objectives. Users of this document include all organization functions necessary to assure customer satisfaction, including business planning, marketing, sales, research and development (R&D), engineering, information technology (IT), manufacturing, procurement, quality, production, service, packaging and logistics, support, testing, regulatory, and other phases in hardware, software, service, and system organizations.