Michael Ayers writes:
>We have also struggled over the issues of who we should
>count as our customer. As I recall our most recent ideas,
>we identified three customers, each with different agendas
>(i.e., quality criteria).
>(Then describes each customer group and their different needs)
>Does this have any parallels elsewhere?
We have found that a useful parallel is product quality thinking. Products
are designed to meet various requirements. Some of these concern the
functions of the product - the computer should compute at X speed. Some
concern the features that will attract customers but are not necessarily
about functionality - the computer should have an attractive design and a
small footprint.
Similiarly, learning solutions need to be designed to meet learning needs
- on completion the learner will be able to...- but also a set of broader
requirements - the learning should be available on demand, or not to
exceed $X.
As with product design or selection, there will be trade-offs between the
various needs/requirements, and as in the three customer group scenario
raised by Michael, certain trade-offs will be at the expense of one groups
requirements.
Incidentally, in order to help manage the related decision making process,
we use self-developed Learning Dimensions Scales, that provide a set of
dimensions and allow you to focus on key requirements. These can either
facilitate the review of obtainable learning solutions, or indicate what
is really important in a desired, to be designed or sourced, solution. I
will gladly fax these to anyone who wants a copy.
-- Peter Smith Orbis Learning Corporation 74363,3637@compuserve.com