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Voice of the Customer - Lecture 3 1
Voice of the Customer - Lecture 3
Quality Function Deployment (QFD) Phase 2 & 3
© 2009 ~ Mark Polczynski
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Voice of the Customer - Lecture 3 2
ScenarioPlanning
IntellectualProperty
Generation
TechnologyRoadmappi
ng
Voiceof the
Customer
NewConceptIdeation
An Integrated Strategic Technology Planningand Development Environment
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Voice of the Customer - Lecture 3 3
QFD Phase 2 – HOWs
Phase 1: WhatsPhase 2: HowsPhase 3: Whys
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Voice of the Customer - Lecture 3 4
6. Generate HOWs -
Measurable objectives
that cause the desired
effect (WHATs)
Not solutions!
Phase 2
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Voice of the Customer - Lecture 3 5
Details on Product Characteristics
HOWs can be characterized as:
- Performance measurements
- Product functions
- Process steps
Examine examples of each
Most common
application
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Voice of the Customer - Lecture 3 6
Using Performance Measurements to Identify “Hows”
For each customer need, define one or a few“technical performance measurements”, e.g.:
How would I actually measure the ability to meet this need?
Set
ting
For
ce
Easy to Set
etc…e
tc…
For each customer need
(WHAT)…
…identify the technical performance measure
(HOW).
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Voice of the Customer - Lecture 3 7
Using Product/Process Functions to Identify “Hows”
You can use product/process functions instead of performance measurements, especially if the product/service concept already exists, e.g., upgrade to an existing product in the field.
Here’s an example…
Functional groups
QFD WHAT rowse.g. “File”
Functions
QFD HOW columns e.g. “New…”
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Voice of the Customer - Lecture 3 8
The Process QFD:
You can use QDF to design a process (manufacturing, business,
etc…
For process QFDs, the WHATS rows are what the process has to do.
Then the HOW columns are simply the process steps.
Performance targets can be quantified by factors such as:
~ Average process step cycle time,
~ Average processing cost per cycle,
~ Average defect rate at each process step.
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Voice of the Customer - Lecture 3 9
7. Determine CUSTOMER
performance targets -
How does your
customer want the
products to perform?
This is not what you think
is possible!
Phase 2
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Voice of the Customer - Lecture 3 10
8. Determine HOW-HOW
Correlations -
How do the HOWs
affect each other?
: str. pos. : med. pos. : wk. pos.+ : med. neg.# : str. neg.
Phase 2
Controls expectations!
Cost
Time
Reliability
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Voice of the Customer - Lecture 3 11
9. Determine relative
Technical Difficulty -
Where do we
anticipate major
hurdles?
: str. pos. : med. pos. : wk. pos.+ : med. neg.# : str. neg.
Phase 2
Combinations of HOWSImpact Technical Difficulty
If your customers specified impossible Performance Targets, note that now!
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Voice of the Customer - Lecture 3 12
Here Ends Phase 2 –HOWs
Phase 2
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Voice of the Customer - Lecture 3 13
QFQ Phase 3 – WHYs
Phase 1: WhatsPhase 2: HowsPhase 3: Whys
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Voice of the Customer - Lecture 3 14
10. Determine WHAT-HOW
Relationships -
Rate how strongly
each factor leads to
each goal.
: str. pos. : med. pos. : wk. pos.+ : med. neg.# : str. neg.
Phase 3
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Voice of the Customer - Lecture 3 15
What-to-How Relationships - Detail
If we defined the columns of the QFD as Performance Measures,and identify the performance measures based on each Customer Need,then we automatically identify the primary What-to-How relationships…
Set
ting
For
ce
etc…
Easy to Set
etc…
: str. pos. : med. pos. : wk. pos.+ : med. neg.# : str. neg.
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Voice of the Customer - Lecture 3 16
A major benefit of the QFD is the ability
to clearly identify secondary
interactions
: str. pos. : med. pos. : wk. pos.+ : med. neg.# : str. neg.
Phase 3
“Useable baits”heavily impacts“Easy to bait”,but also“Attracts mice”
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Voice of the Customer - Lecture 3 17
11. Calculate Relative
Importance -
Which HOWs should we
work on?
Phase 3
Qualisoft automatically calculates based on completed QFD matrix.
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Voice of the Customer - Lecture 3 18
End of Phase 3 –Whys
Phase 3
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Voice of the Customer - Lecture 3 19
Started by finding out exactly what your
customer’s needs are...
…and ended up knowing exactly what to work on
first, next, etc…
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Voice of the Customer - Lecture 3 20
QFD Extensions:
Technical Benchmarking
You can add aTechnical
Benchmarking row here
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Voice of the Customer - Lecture 3 21
Luring RadiusDead Mouse
Ratio MTBF
Customer Performance Targets 20 feet 95% 50 actuations
Current Performance 15 feet 90% 40 actuationsCompetitor Performance 15 feet 95% 30 actuationsTechnical Difficulty 3 3 2Relative Importance 2 1 3
Adding Technical Benchmark Impacts Relative Importance
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Voice of the Customer - Lecture 3 22
Luring RadiusDead Mouse
Ratio MTBF
Customer Performance Targets 20 feet 95% 50 actuations
Current Performance 15 feet 90% 40 actuationsCompetitor Performance 15 feet 95% 30 actuationsTechnical Difficulty 3 3 2Relative Importance 2 1 3
Adding Technical Benchmark Impacts Relative Importance
Your Performance
Competitor Performance
RELATIVE Importance
High High MediumHigh Low LowLow High HighLow Low Medium
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Course Overview - Lecture 1 23
Strategic Technology Planning
•Scenario Planning
•Voice of the Customer
•Intellectual Property Generation
•Ideation
•Technology Roadmapping
•Strategic Technology Planning
Strategic Technology Development
•Stage Gate Development
•Stage Gate Review
Linking QFD to Technology Development
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Voice of the Customer - Lecture 3 24
Possible Application of QFD Nesting
We just did this QFD
So QFD approach can be used to document end-to-end process
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Voice of the Customer - Lecture 3 25
QFD Nesting
First Level QFD
SecondLevelQFD
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Voice of the Customer - Lecture 3 26
What specific problems are solved by QFD?
• Poor understanding of customer needs - ~ Solve the wrong problems, miss the big problems.
• Failure to strategically prioritize efforts - ~ No time and money left to solve the most important problems.
• Willingness to take on unmanageable risks - ~ Don’t know what we are committing to.
• Overreliance on formal specifications - ~ Spec often misses “contextual cues”,
e.g., why are we building this in the first place?
• Fixing the wrong problems - ~ Often times forced to ship product before all bugs are eliminated,
so did we fix enough of the most important bugs?