threeModels-V1.0要点.ppt

* Customer research is employed to determine the “Voice of the Customer.” Competition Research helps us hear the “Voice of the Market.” Quality Function Deployment (QFD) helps translate both “Voices” into high-level requirements for the product/service (CTQs). * * Room 1 Customer Needs 2 Competitive Comparative Performance 3 Characteristics/Measures 4 Relationships 5 Competitive Benchmarks 6 Targets And Limits 7 Correlation What’s In It Identified customer requirements and importance. Customer rating of the performance of suppliers. The result of translating the customer requirements to characteristics and measures (quantifying). Relationship of identified measures to customer requirements. Comparison against competitors. What performance is required to meet or exceed customer requirements. The correlation between the measures. * After “building” the first house, the information may be sufficient to proceed with the preliminary design, especially for pure service offerings. QFD can be used to further deploy the customer wants and needs into design specifications. This is particularly true for products which are assembled from “parts.” This may also be helpful for complex processes, because QFD can be used to define measures for subprocesses. As shown, it is possible to develop several houses to achieve a very detailed understanding of the variables which must be controlled to ensure that the customer requirements are satisfied. The construction of a community of houses requires a significant level of effort and data,but it is frequently necessary if the economic consequences are significant. The time required to complete additional “houses” must be considered when deciding if further deployment is needed. To begin house #2, the CTQs become the “whats” and are placed in Room 1. Judgment is then necessary to determine “how” to accomplish the items in Room 1. For services, this might be the high-level processes. For equipment, this may be subsystem or