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To Build Up The Affinity Diagram We

An affinity diagram is used to organize customer needs and determine priorities. It involves listing each customer need on an individual card or sticky note. The needs are then sorted into related groups to create summary headers for each group. The finalized header cards are connected to their groupings to create the affinity diagram. An example affinity diagram is shown to prioritize customer needs for a call center, with needs sorted under summary headers like "Availability", "Knowledge", and "Professional". Tips for building the diagram include splitting compound needs, rewording negatives, identifying actual problems, and eliminating targets or specifications.

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SD Vivek
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31 views3 pages

To Build Up The Affinity Diagram We

An affinity diagram is used to organize customer needs and determine priorities. It involves listing each customer need on an individual card or sticky note. The needs are then sorted into related groups to create summary headers for each group. The finalized header cards are connected to their groupings to create the affinity diagram. An example affinity diagram is shown to prioritize customer needs for a call center, with needs sorted under summary headers like "Availability", "Knowledge", and "Professional". Tips for building the diagram include splitting compound needs, rewording negatives, identifying actual problems, and eliminating targets or specifications.

Uploaded by

SD Vivek
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Affinity Diagram

An Affinity Diagram organizes customer needs as a first step toward determining


priorities. It is the preferred tool when numerous customer needs are known, but
primary needs are not clear.

To build up the Affinity Diagram we:


1. List all customer needs in a full sentence and place each on a card or Post-it note.
2. Sort items simultaneously into 5-10 related groups.
3. Create summary header cards using consensus for each grouping.
4. Connect all finalized header cards with their groupings to create the Affinity Diagram.

Example:
An Affinity Diagram to prioritize customer needs for a Call Center is shown below.

Page 1 of 3
Summary Header Cards

Advice/
Personal Consulting
Availability Interface

Know about my
Will come to Knowledge business
My facility Representatives

Makes finance
Available Professional suggestions
outside normal
business hours
Friendly Cares about my
business
Available when
I need to talk Make me feel
comfortable Has access to
experts
Responsive to
my calls Patient during
process Provides
answers to
questions

Calls if
problems arise

Page 2 of 3
Here are some tips:

1. Split compound needs into “individual” needs.


2. Reword negative statements to positive needs.
3. If a “need” is a solution, identify the actual problem in the current product/service
or process.
4. Eliminate target/specifications in the customer statements. Use them later while
developing the CTQ.

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