5-cq_measure课件.ppt

Measure;DMADV – Measure;Measure;Measure;Measure;Identify Customers;Review Business Case/Team Charter List/Prioritize Customers Define Customer Segments;Identify Customers;Identify Customers;Identify Customers;Identify Customers;Identify Customers;Identify Customers;Gather Customer Needs;IdentifyCustomers;Gather Customer Needs;Gather Customer Needs;Gather Customer Needs;Gather Customer Needs;Gather Customer Needs;Gather Customer Needs;Gather Customer Needs;Gather Customer Needs;Selecting Customer Research Methods – Exercise;Specify CTQs ;IdentifyCustomers;Specify CTQs;Specify CTQs;Specify CTQs;Specify CTQs;Specify CTQs;Specify CTQs;Specify CTQs;Specify CTQs;Breakout Activity;Specify CTQs;General Process For Determining CTQs;Specify CTQs;Specify CTQs;Specify CTQs;Specify CTQs;Specify CTQs;Measure Step Revisited;What Is A House Of Quality? It is a graphical representation of the logic flow, from identifying customer requirements to the detailed development of actions to ensure customer satisfaction.;Specify CTQs;QFD Table Team Exercise;Specify CTQs;Specify CTQs;Specify CTQs;Specify CTQs;Specify CTQs;As part of the Measure step, the small business loan team developed the following CTQ Matrix for the external customer. These CTQs become the overall service requirements that must be achieved by the team in their new design:;Functional Requirements: Quality – 0 Defects Cost – $200/Order Delivery – 1 Day;Specify CTQs;Characteristic;Measure – Summary;Measure – Summary;Master Black Belt