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Translating Customer Requirements into Xerox Analytical and Characterization Services ®

Working with external customers to deliver services to help them solve technical problems is a very rewarding experience. This interaction provides analytical and characterization specialists the opportunity to apply their knowledge, experience and skills to areas of chemistry that normally Xerox would not be involved in. The fun part of all this is we get the opportunity to work closely with our customers to resolve difficult problems and advance their products. Our experience is wide ranging and although it does not cover analysis of all type of materials, the work process and methodology that we apply to solve technique problems and obtain the required information is very transferable to all materials we come in contact with. This ability to translate customer requirements or the Voice of the Customer into actionable deliverables is embedded in our Xerox work processes that has made us very successful over the years. The initial request from the customer maybe very vague and often they are unsure on how to acquire the information they are looking for. Often customers observe chemical and morphological differences between materials in their end use application and want to understand why are they performing differently. Is there something chemically different

between the materials? Was the process used to produce the materials different? Why do the materials perform differently? Through further discussions with the customer we are able to help identify the appropriate analytical and characterization techniques for evaluation. In other situations the analytical or characterization tests requested by the customer can be refined or changed to a more suitable option that will meet their requirements. It is very important to have these conversations with the customer to more clearly define the specific work content and determine what is the most critical information requested by the customer. Through this consultation process we translate the customer requirements into objectives that are Specific, Measurable, Achievable, Realistic and Time-bound or SMART objectives.

Figure 1: Process to translate the Voice of the Customer into measurable performance outputs

Customer Expectations

Once SMART objectives are identified then the analytical and/or characterization evaluation can begin. Since the materials are new to XRCC many times new test methods are developed or modification made to existing ones to obtain the information required. This can involve exploring many factors such as new columns, identifing an optimized solvent system, operating temperature range, robust sample preparation and changing instrument conditions to develop the optimized test method. Analytical standards, quality control samples and calibration curves are employed when necessary to validate new test methods and generate quantitative data. Multiple analysis of samples are performed to determine specificity, accuracy, repeatability and reproducibility of the test method to ensure the new test method is robust. The end result is accurate, reliable and reproducible data that can help the customer improve their knowledge about the materials and to answer their analytical and characterization questions.

Translate these expections into customer requirements engage us

Functional Requirements

Performance Outputs

Identify requirements that are critical to the customer Translate requirements into SMART objectives

Determine list of specific analysis required Develop new test methods to generate measurable output

Author: Dr. Karen A. Moffat The Xerox Research Centre of Canada is Canada's leading materials research centre, home to a worldclass team of scientists focused on taking materials from concept through to market in a highly competitive technology environment. Our core expertise is the design, synthesis, formulation, and scale-up of novel materials. We specialize in Process Engineering, Materials Supply, Technology Transfer, Synthesis, Formulation, Polymers, Composites, Coatings, Nanomaterials and Electronic Materials. ©2017 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries. 04/2017

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Translating Customer Requirements Into Xerox Analytical and Characterization Services  

Xerox Research Center focuses on custom material development and has real-world applications like printed electronics, anti counterfeiting t...

Translating Customer Requirements Into Xerox Analytical and Characterization Services  

Xerox Research Center focuses on custom material development and has real-world applications like printed electronics, anti counterfeiting t...