Page 164 - Design for Six Sigma a Roadmap for Product Development
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138 Chapter Five
competitive offerings in creating unexpected, pleasant surprises. Not
all customer satisfaction attributes are of equal importance. Some are
more important to customers than others in subtly different ways. For
example, dissatisfiers may not matter when they are met but may sub-
tract from overall design satisfaction when they are not delivered.
The DFSS team should conduct a customer evaluation study. This is
hard to do in creative design situations. Customer evaluation is con-
ducted to assess how well the current or proposed design delivers on the
needs and desires. The most frequently used method for this evaluation
is to ask the customer (e.g., clinic or survey) how well the design project
is meeting each customer’s expectations. In order to beat the competition,
the team must also understand the evaluation and performance of their
toughest competition. In the planning matrix of the quality function
deployment (QFD) method (Fig. 5.6), the team has the opportunity to
grasp and compare, side by side, how well the current, proposed, or com-
petitive design solutions are delivering on customer needs.
CTS correlation
CTSs
(HOWs)
Direction of improvement
IMPORTANCE Matrix
Customer’s
attributes Relationship Planning matrix
(WHATs)
Importance rating
Competitive
benchmarks
Targets and limits
Figure 5.6 The quality function deployment house of quality.
