Experts
Christina Hepner Brodie (USA)
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Expertise
Christina Hepner Brodie has over fifteen years of experience working with
companies to manage and develop new products and services, and improve performance
through sharpened up-front definition. Christina leads PRTM's Innovation Management,
"Voice of the Customer" and Requirements Management practice areas.
She has introduced executives, senior managers, and new product developers
to Voice of the Customer methodologies at over eighty companies in the U.S.,
Canada, Japan, and Europe.
Before joining PRTM, Brodie headed CHB Consulting, working for several years in association with the Center for Quality of Management. While associated with CQM she evolved Voice of the Customer Methodologies including Concept Engineering©, the FOCUS Method, and the Language Processing© Method. Brodie received CQM's Ray Stata Outstanding Contributor Award in 1996.
Christina earned an MA from Ohio State University and a BA from Capital University. She is a certified New Product Development Professional and a Certified NPDP Trainer.
Industry Focus
Christina's industry experience includes: medical devices/diagnostics, computers
and electronics, software, consumer packaged goods, consumer durables, textiles,
chemicals, energy, light and heavy industrial products, automotive, utilities,
government, and medical, legal, academic, and financial services.
Christina is the author of numerous periodicals, presentations, and a book about Voice of the Customer methodologies. A selection of her work includes:
" Brodie, Christina Hepner - Chapter 13: "Integrating a Requirements
Process into New Product Development," PDMA Toolbook II, to be published
October, 2004
" Brodie, Christina Hepner, "Driving Winning Requirements into New
Products," Insight, Winter, 2002-2003.
" Brodie, Christina Hepner, "Invigorating Strategy with Voices of
the Customer," Insight,30-35, Summer, 2000.
" Burchill, Gary and Christina Hepner Brodie, Voices into Choices: Acting
on the Voice of the Customer. Joiner, 1997.
" Lenk, Thomas J., Aritomo Shinozaki and Christina Hepner Brodie, "Beyond
Product Development: Creating a Process That Drives Innovation," Medical
Device & Diagnostic Industry, XX, pp. sxx-yy. November, 2000.
Recent Presentations
" Christina Hepner Brodie, "Customer Inspired Innovation,"
a one-day workshop, PDMA International Conference October 27, 2004, Chicago,
October 8, 2003, Boston, MA, October 14, 2002, Orlando, FL and October 9,
2001, Santa Clara, CA.
" Christina Hepner Brodie, "Using Voice of the Customer in Product
Development" and "Conducting Customer Visits", Guest Lecturer,
September 11, 2003, October 1, 2002, and October 2, 2001 MIT Sloan School
of Management
" Christina Hepner Brodie and Mark Deck, "Mapping a Hunting Ground:
Understanding and Shaping Opportunities in the Front End of Innovation,"
PDMA/IIR The Front End of Innovation, May 28, 2003, Boston, MA
Book: Voices into Choices: Acting on the Voice of the Customer Editorial Reviews |
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Book Info:
Offers the FOCUS process - a proven methodology to help you ground your actions
using your customer's perspectives. Learn how to: Effectively conduct in-depth
customer interviews, capture customer voices verbatim, produce data that is
capsulized in language, not numbers, and transform data into blueprint of
action. Bound Spiral.
From the Publisher:
Voices into Choices was written and published through a collaboration between
Joiner Associates Incorporated and the Center for Quality of Management (CQM).
The book is an outgrowth of CQM working with its member organizations to help
them become more customer focused in their decision making process. Throughout
the development of Voices into Choices, we worked with these members to refine
the process, by having them use and test our writing with their actual projects.
We also involved numerous customers from both organizations in a review process.
From the Back Cover:
Voices into Choices will help you make sound, confident decisions that fulfill
your customers' needs. "This book is an exceptionally comprehensive,
step-by-step guide to incorporating the Voice of the Customer into the decision-making
process of designing products or services. We have used the FOCUS process
to guide the design of a consolidated and integrated pharmacy service across
our six hospitals and associated ambulatory sites." Jack Cook, President
and CEO, Health Alliance of Greater Cincinnati.