Case Study Leadership


Its general format is made up of six major components. These include customer requirements, technical requirements, a planning matrix, an interrelationship matrix, a technical correlation matrix, and a technical priorities/ benchmarks and targets section. The Voice of the Customers The initial steps In forming the House of Quality include determining, clarifying, and specifying the customers’ needs. These steps lay the foundation for a clearly defined venture and will ensure a project or process Is well thought out prior to any further placement.Clarifying Customer Needs Customers buy benefits and producers offer features. This seems like a relatively simple notion, however, unless customers and producers are perfectly in tune with one another, it may be very difficult to anticipate these features, or each underlying benefit from each producer.

It is of utter importance to translate the wishes of each and every customer into some tangible values that can be turned into engineering specifications.

Some of these features include but are not limited to: ; Parts ; Costs ;Functions ; Quality Character; Reliability ; Processes ; Tasks Specifying the Customer Needs After determining what Items are most Important to the customer, organizations must translate them Into particulate specifications. Nothing can be produced, serviced or maintained without detailed specifications or some set of given standards. Each aspect of the desired item must be clearly defined: Measurements must be defined, heights specified, torques stated, and weights targeted.These aloes can be derived from several locations. Organizations can use known data from market research, or conduct new studies to gather necessary information. In any event, the needs, which were clarified and then explicitly stated, should be satisfied to the best of that organization’s ability.

Examples: Quality Function Deployment (SF) Definition: Quality Function Deployment (SF) Is a structured approach to defining customer needs or requirements and translating them Into specific plans to produce products to meet those needs.The “voice of the customer” Is the term to describe these stated and unstated customer needs or requirements. The voice of the customer is captured in a variety of ways: direct discussion or interviews, surveys, This understanding of the customer needs is then summarized in a product planning matrix or “house of quality”. These matrices are used to translate higher level “what’s” or needs into lower level “how’s” – product requirements or technical characteristics to satisfy these needs. Purposes.

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