Freedom within a framework : hearing the voice of the customer on the factory floor / Paul G. Cafaro.

Format:

Book

Author/Creator:

Cafaro, Paul G., author.

Language:

English

Subjects (All):

Consumer satisfaction.

Physical Description:

1 online resource (157 pages)

Edition:

1st ed.

Place of Publication:

New York, New York ; Abingdon, Oxon : Routledge, [2020]

Summary:

Freedom Within a Framework: Hearing the Voice of the Customer on the Factory Floor (978-0-367-08577-3, K406714) Shelving Guide: Business and Management/Customer Satisfaction/Quality This book shows you how to harmonize three business functions to address customer needs by using a novel approach that combines Design for Six Sigma (DFSS) and Continuous Improvement tools. The DFSS tool used is the Quality Function Deployment (QFD) process, which is also known as the House of Quality (HOQ). Although these are techniques reserved for the design of new products, the book illustrates how the HOQ helps translate exactly what customers specifically find important about your products. In addition, if customers are experiencing issues with that product, it helps map those issues and prioritizes the Critical to Quality (CTQ) parameters. Because the HOQs tie the Voice of the Customer to CTQs, it continues to connect to the product design and ends with manufacturing process variables. This linkage makes this idea and approach unique. Stopping there may show that there is linkage between the customer and manufacturing process variables, but moving ahead, we must also connect the functions within the business that provides the product. The book helps define the key business function as three large business functions that must work as one cohesive and unified team. These functions are: commercial (sales and marketing), R&D (product properties and services), and operations (product quality). Connecting these functions involves many colleagues, and a very effective communication process among the three is vital for the success of the product and customer satisfaction. Understanding the voice of the customer is paramount--not doing so could lead to product performance issues and loss of market share. In addition, repeated customer dissatisfaction permeates internal workplace culture--employees begin to feel that they are producing products disconnected from end users' needs and wants.

Contents:

Cover

Half Title

Title Page

Copyright Page

Dedication

Table of Contents

Author

Introduction

Part 1 Commercial Viewpoint

Chapter 1 Understand the Voice of the Customer

1.1 Freedom within a Framework

1.2 Customer Wants and Customer Needs: Why the Gap?

1.3 Define the Questions for the VOC

1.3.1 Dimension 1: Only One Topic Per Question

1.3.2 Dimension 2: Avoid Asking Leading Questions Which May Force a Biased Answer

1.3.3 Dimension 3: The Customer Is Willing and Able to Fully Answer the Question Being Asked

1.3.4 Dimension 4: Verify that All People that Administer the Question Interpret It the Same Way

1.3.5 Dimension 5: Verify that All Respondents Interpret the Question the Same Way

Chapter 2 Kano Model: Explanation of Success (Our Business Perspective)

2.1 Define the Value Proposition

2.2 Prioritize the Value Proposition

2.3 Kano Model Explained

2.3.1 Basic Need Category

2.3.2 Satisfier Category

2.3.3 Delighter! Category

2.4 Using the Kano Model: Explanation of Success

2.5 Convert the Replies to Kano Criteria

Chapter 3 Gather Metrics for Success (Our Customer's Perspective)

3.1 Prepare for the Customer Interview

3.1.1 How Do You Define Success?

3.2 Conduct the Interview

3.2.1 Gather the VOC with Open-Ended Questions

3.2.2 Gather the VOC with Close-Ended Kano Questions

3.3 Combine and Quantify the VOCs

Chapter 4 Critical to Quality Metrics

4.1 Define Quality Metrics

4.1.1 Industry Metrics

4.1.2 Customer Metrics: You Don't Know What You Don't Know

4.2 Organize CTQs

Chapter 5 Create House of Quality 1, the Customer House

5.1 Organize the VOC and CTQs

5.2 Combine the VOC and the CTQs

5.2.1 Build the Main Room of HOQ1

5.2.2 Rank the VOCs

5.2.3 Rank the CTQs

5.2.4 House of Quality 1

Part 2 Design and R&amp.

D Viewpoint

Chapter 6 What Are the Product's Characteristics?

6.1 What Does Good Look Like, Metrics of Success for the Product

6.1.1 Define QC Metrics

Chapter 7 Create House of Quality 2, the Translation House

7.1 Organize the QC Metrics

7.2 Combine the CTQ and the QC Metrics

7.2.1 Build the Main Room of HOQ2

7.3 Rank the QC Metrics

7.3.1 House of Quality 2

Part 3 Operations Viewpoint

Chapter 8 Process Variables that Define Success on the Factory Floor

8.1 Conditions for Manufacturing the Product

8.2 Are We Winning or Are We Losing Today?

8.2.1 Details Matter

8.3 Define Process Variables

Chapter 9 Create House of Quality 3, the Manufacturing House

9.1 Organize the Process Variables

9.2 Combine the QC Metrics and the Process Variables

9.2.1 Build the Main Room of HOQ3

9.3 Rank the Process Variables

9.3.1 House of Quality 3

Chapter 10 Create the Control Plan

10.1 Sustain the Gains

10.1.1 Are These Customer Specifications or Production Specifications?

10.2 Control Plan Revisions and Training

Part 4 All Together Now, Threading the Needle

Chapter 11 Freedom within a Framework

11.1 Predictable Results and Framework

11.1.1 The First Quantifiable Combination: Unpredictable Results without Framework

11.1.2 The Second Quantifiable Combination: Predictable Results with Framework

11.1.3 An Example: Let's Have a Party

11.2 Complete the Houses of Quality

11.3 Hearing the Customer at the Factory Floor

11.3.1 Who Connects Each HOQ?

11.3.2 Training

Chapter 12 The Complexity of the Product and HOQs

12.1 Less Complex Product

12.1.1 One House of Quality

12.2 Moderately Complex Product

12.2.1 One to Many

12.2.2 Many to One

12.2.3 Three Houses of Quality

12.3 Complex Product

12.3.1 Complex Products Subsystems.

12.3.2 VOCs and CTQs with Competitor Information

12.3.3 HOQ1 with a Roof

12.3.4 How to Make Lemonade from Lemons

12.3.5 Four HOQs

12.3.6 Conclusion

Chapter 13 Conclusion

13.1 The Long and Winding Road

13.1.1 Pontiac and Ice Cream

13.1.2 A Parting Thought

References

Index.

Notes:

Description based on print version record.

Includes bibliographical references and index.

ISBN:

9780429665714

0429665717

9780429662997

0429662998

9780429023118

0429023111

OCLC:

1145123483