Page 262 - Design for Six Sigma a Roadmap for Product Development

232 Chapter Seven

Trade-0ffs
Synergy 1.0
Compromise 1.0

Importance to the customer Know my business & offers
Direction of Improvement
Maximize 1.0 Save money/enhance productivity Competitor 3: Competitor A Competitor 4: Competitor B
Target 0.0 Know our products & processes Competitor 1: Rental Competitor 2: Dealers
Minimize 1.0 Meet time Expectations Do it right the 1st time Consultative Talk to 1 person Answer questions Courteous Adequate follow up Max = 5.0 Our product Min = 1.5

1 1 2 3 4 5 6 7 8 9 10
Direction of improvement 1
Available products 1 2.0 1
Professional staff 2 3.0 2
Flexible processes 3 4.0 3
Knowledgeable staff 4 4.0 4
Easy to use procucts 5 4.0 5
Speedy processes 6 5.0 6
Cost Effective products 7 5.0 7
Accuracy 8 5.0 8
9 9
102.0 129.0 120.0 126.0 133.0
1 92.0 66.0 57.0 27.0 13.0
Importance of product attributes
11.8 14.9 13.9 14.6 10.6 15.4
Relative importance of product attributes 2 7.6 6.6 3.1 1.5
Our product 3 3.5 3.5
2 3 4 3 4 4 3 2
Competitor 1: Rental car 4 2.5 3.5
4 3 3 3 0 4 3 4
Competitor 3: Comptitor A 5 3.5 2.5
4 2 3 3 2 0 4 3
Competitor 3: Comptitor A 6 3.5 3.5 3.5
3 3 3 3 0 3 3
Competitor 4: Comptitor B 7 3.5 3.5
3 4 3 3 3 0 3 3
Target values 8

= 80% First call resolution Discovery document 100% complete Deliver 100% of productivity promises = 80% First call resolution 80% of AMs/CSAs Score >=2 on competency model 80% of AMs/CSAs Score >=2 on competency model >= 80% First call resolution >= 80% First call resolution 80% of AMs/CSAs S

1 2 3 4 5 6 7 8 9 10
Figure 7.7 Phase 1 QFD.