FAST diagram for Customers Based Process-Simultaneous Analytical Methodology for Customers' Emotion

摘要

In order to improve the customer processes, the customer experience values should be prioritized. However, there was no methodology to describe both the physical process experienced by the customers and the customer emotion in the conventional FAST diagram analysis. In this paper, the process improvements for customers are distinguished from the conventional process and the characteristics of the customer process are clearly defined. In consequence, the methodology to simultaneously describe the customers' emotion is proposed.