5-cq_measure.ppt

DMADV – Measure At The Completion Of This Section, Participants Will Be Able To: Identify Service/Product Customers Identify Specific Customer Needs And Requirements Prioritize Customer Needs Translate Customer Needs Into CTQs Assess Risk Around CTQs Measure Customer And Internal Needs Defined Competitive Position Determined (Performance Benchmarks) Detailed And Measurable CTQs Developed Targets And Specification Limits Established For CTQs Customer Risk Assessed Measure Measure Measure Identify Customers Whose Needs Must Be Met For This Product/Process To Be Successful? Are All Customers Equally Important? Are There Other Potential Key Customers? Measure Step Priority: “External” Customers’ Needs, But Also Consider Internal Customers/Users And Stakeholders Going Forward Definition: “Customer” = External And Internal Customers/Users, Plus Stakeholders Identify Customers Segmentation Is Recommended To Focus Customer Research On The Most Important Customers: First, Determine Logical Customer Segments(Region, Type Of Business, Size, etc.) Then, Write A Definition Of Each Customer Segment Identify Customers Others Industry Market Region Customer Loyalty Reason For Buying etc. Identify Customers Truck Logistics – Supply Chain Management Healthcare Delivery Networks (HDN) In Metropolitan Areas HDN’s In Rural Areas Independent Healthcare Delivery Facilities Identify Customers All Customers/Segments Are Not Of Equal Importance Identify The “Vital Few” And “Useful Many” Customers Example: Personal Computer Leasing Service Vital Few: Large Companies Who Lease 500 Computers For Long-Term ( 1 Year) Useful Many: Small Companies Who Lease 1-10 Computers For 6 Months-1Year Identify Customers Measure Select Customer Research Methods Build A Data Collection Plan Collect Data Gather Customer Needs Gather Customer Needs To Learn About A Specific Customer’s Needs And Requirements, Customer Values And Point Of View On Service Issues, Product/Service Attr