新技术和产品开发流程统计和相关方法的应用. 第4部分: 分析客户和利益相关者的非量化和量化需求

[中文适用范围]： 本文档描述了对客户之声（VOC）和利益相关者之声（VOS）的分析。 其中包括将 VOC 和 VOS 转化为真正的客户需求、确定这些需求的优先级以及从客户的角度对替代方案进行竞争基准测试。 本文件还提供了有关使用适用工具和方法的建议。 本文件的用户包括确保客户满意度所需的所有组织职能，包括业务规划、营销、销售、研发 (R 和 D)、工程、信息技术 (IT)、制造、采购、质量、生产、服务、包装硬件、软件、服务和系统组织中的后勤、支持、测试、监管和其他阶段。 [外文原描述]： ISO 16355-4:2017 describes the analysis of the voice of the customer (VOC) and the voice of the stakeholder (VOS). These include translation of VOC and VOS into true customer needs, prioritization of these needs, and competitive benchmarking of alternatives from the customer's perspective. This document also provides recommendations on the use of the applicable tools and methods. Users of this document include all organization functions necessary to ensure customer satisfaction, including business planning, marketing, sales, research and development (R and 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.