《mod4》ppt课件.ppt

Satisfaction Driven by Performance and Excitement features Tools Used: Customer Needs Mapping Quality Function Deployment Dissatisfaction Driven by Basic and Performance features Tools Used: Failure Modes and Effects Analysis Process Mapping Connector: A step in the process that adds value Activity: To inspect, verify, count, examine, or gauge for quality or quantity Decision Point: A step where a change may occur Start\Stop Point: Boundary of the process Transportation: To move from one place to another Transmission: To send information by electronic means Storage: To hold for later use Delay: To wait for the next operation; no value added You are trying to improve your pizza delivery service and need to process map it in order to improve it. Break into your previous groups. Map the pizza delivery process from taking the order to delivery. Take 30 minutes to complete. Choose a facilitator to review your process with the class. Break into your previous groups. Using the information generated for the Customer Needs Map (Whats) and the Process Map (Hows), create the QFD. Be prepared to present your work in 30 minutes on flipchart. Present the ranking that results and relate it back to your Process Map to show areas of the process needing focus. FMEA documents the potential risks in your process effects on customers potential causes occurrence ability to detect The FMEA requires a team to follow a disciplined process for sharing and transferring knowledge and should provide for a living document. This cross-functional team should include: Associates, Supervisors Managers All who work in and affect the process being studied! A process FMEA (PFMEA) allows for the identification of CTQ’s that could result in a dissatisfied customer. There are 2 other types of FMEA: a Design DFMEA, investigates design failure and documents root causes for further analysis and a Concept CFMEA can be used to identify any product function-related failure