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Topic 6 DESIGNING QUALITY - Coggle Diagram
Topic 6
DESIGNING QUALITY
Relationship between customer needs and product/service specification
VoC must linked to design, production & delivery process
must consider the quality dimensions that are important to the customer
eg; in online system quality, a cust might has high expectation on content, accuracy, ease of use, timeless, aesthetics and security
the great way to link - via empowered employees
good communication in imperative (mustahak) - impact overall cust experiences
Concept Development & Innovation
1. Concept Development
the
process
of applying the scientific, engineering, and business knowledge to
produce a basic functional design that meets both cust needs and manufacturing or service delivery requirements
2. Related to innovation and creativity
Creativity
Seeing things in new/novel ways.
Brainstorming / brainwriting – to change the context in which one views a problem / opportunity - lead to fresh perspectives.
TRIZ (Theory of Inventive Problem Solving) : Answering “What is the P/S intended to do?” –reflect the concept development start up
Innovation
The adoption of an idea, process, technology, product or business
model that is either new or new to its proposed application.
4 Categories
i. New Product
ii. First type in a product category
iii. Major Improvement
iv. Modest Improvement
Built upon strong R&D processes
Design For Product & Service (tools)
Product Development Process
Idea generation -> Preliminary concept development -> Product/process development -> Full-scale production -> Market introduction -> Market evaluation
Product Development Design :
Quality Function Deployment (QFD)
Developed by the Japanese as an approach to meet customers requirement through the design process and through design production system.
successfully used by manufacturers of electronics, appliances, clothing and construction equipment.
Why do we need QFD?
-The VOC can be lost in the translation & subsequent interpretation by design and production channel.
Developing a basic functional design involves translating customer requirements into measurable technical requirements & subsequently, into detailed design specification.
What are the objectives of QFD?
To enable a company to organise and analyse relevant information associated with its product or service.
Preventive action rather than reactive action
Fulfill customers needs & wants.
Benefits of QFD
Customer focused
Time Efficient
Teamwork Oriented
Documentation Oriented
House Of Quality (HOQ)
A graphic tool for defining the relationship between customer desires and the firm/product capabilities.
To relate the VOC to a product’s technical requirements, component’s requirement, process control plans, and a manufacturing operation
part of the QFD and it utilizes a planning matrix to relate what the customer wants to how a firm (that produce the products) is going to meet those wants
increase cross functional integration within organizations using it, especially between marketing, engineering and manufacturing.
Structure Of HOQ
VOC - cust inputs/requirement
Technical Requirements - to meet cust requirements, the manufacturer works to certain performance specifications and requires supplier to do the same
Trade off/ Interrelationships - trade-offs are identified. relating to manufacturer's requirements
Planning Matrix - translate cust's requirements into plans for meeting those requirements
Relationship matrix - cust's requirements converted to manufacturing terms
Technical Requirement Priorities - manufacturers’ critical process requirements are prioritized.
Basic Steps building HOQ
Identify cust's requirements
Identify technical requirements
Relate 1 & 2
Conduct evaluation of competing products and services
Evaluate technical requirements and develop target
Determine which technical requirements to deploy in the remainder of production/delivery process
GAP Analysis
used to measure services
Good understanding between customers and employees will reduce the negative perceptions of quality services.
GAP 1 : (Knowledge/Research Gap)
GAP 2 : (Standard / Design Gap)
GAP 3 : (Delivery Gap)
GAP 4 : (Communication Gap)
GAP 5 : (Service Gap)
How to close the GAP?
Thoughtful systems design
Careful communication with the customer (promotion/advertisement)
Train the workforce to provide consistently outstanding customer service.