Return merchandize authorization stakeholders and customer requirements management—high-technology products

Abstract

Asian-based enterprises providing high-technology mass market products to developed countries are competing in a marketplace where customers are demanding the highest standards of service. To develop successful product service capabilities, including technological change, product differentiation, timing, contingency planning, marketing and financial considerations, these companies need to fully identify the market stakeholders and quantitatively prioritize their requirements. This paper describes a methodology to identify the different types of stakeholders in the high-technology product market and manage their requirements. The methodology provides a basis for sustainable competition that exploits global market opportunities and enables ultra-fast-to-market products to be supported at a level that meets customer demands. The case study application is in mass market electronic products; the potential application is wide.

Keywords:

• Requirements management
• Return merchandize authorization
• Maintenance service
• Consumer products