Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives. Voice of the Customer studies typically consist of both qualitative and quantitative research steps. They are generally conducted at the start of any new product, process, or service design initiative in order to better understand the customer’s wants and needs, and as the key input for new product definition, Quality Function Deployment (QFD), and the setting of detailed design specifications.
Application of Text Analytics tools to analyze Voice of the Customer data
The WCIC wish to provide a fora to understand those needs at least in overall terms and trends by making use of qualified opinions of reference Customers in order that delegates attending the conference could capture those needs and trends to drive their own R&D&i activities
John Marcin is currently Manager of the Casting Laboratory at United Technologies Pratt & Whitney. During his 33 years at Pratt & Whitney he has led activities in advanced alloy development, advanced component manufacture, casting technology development, and investment casting supply chain management & creation. John also manages activities for United Technologies divisions involved with sand and die casting. He is the recipient of UTC George Mead Medal for Engineering Excellence (highest corporate award), 4 Corporate Leadership Awards and 35 Patents. He has served as President and Past President of the North American Investment Casting Institute (ICI) and is a Fellow of the American Society of Metals International (ASMI).
John received a MS in Materials Engineering and a MBA from Rensselaer Polytechnic Institute and BS in Materials Engineering from Lehigh University. His additional activities are Adjunct Professor of Engineering Sciences at RPI, Professional Engineer for the State of Connecticut, ASM Lecturer on Superalloys, and a member of ASMI, American Foundryman’s Society, The Metallurgical Society, and ICI.
Steve Irwin is a Rolls-Royce Associate Fellow, Fellow of the Institute of Materials, Minerals & Mining and Vice President of the EICF. He has been extensively involved in the investment casting of both SX and conventionally cast gas turbine components for the past 25 years. In his current role as Rolls-Royce Casting Specialist, Steve is responsible for the acquisition of a number of process & material technologies across Rolls-Royce’s global network of domestic & JV foundries.
Mattia Bruschi holds a Master’s Degree in Mechanical Engineering, University of Genoa and Certified in Production and Inventory Management awarded by the American Production and Inventory Control Society.
Mattia has a great experience in Logistics and Supply Chain Management dealing with castings , vanes and blades of heavy duty gas turbines
His professional career since 2003 has been established within the Ansaldo Energia Group , where he has been holding different responsibilities associated to strategic material sourcing
Mattia is currently Head of Material Strategic Sourcing, Purchasing Department, Ansaldo Energia Spa and Supply Chain Manager – Planning, Sales & Procurement, Ansaldo Gas Turbine Technology, Shanghai.