Page 137 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

112 Chapter Six

Excitement
quality
Customer satisfaction Performance
quality

“Wow!”
Degree of CTS
achievement
Give more of … Unspoken wants quality
Basic

Figure 6.5 Kano Model of Customer Attributes

expected to be installed without a specific request. The ideal DFSS project plan
would include all three types of quality features: excitement quality (unspoken
latent demands), performance quality (spoken and one-dimensional), and basic
quality (unspoken or assumed).

6.6 QFD Analysis
The completion of the first QFD house of quality may give the DFSS team
a false impression that its job is completed. In reality, all the team’s work to
this point has been to create a tool that will guide future efforts toward
deploying the VOC into the design. QFD matrix analysis in every phase will
lead to the identification of design weaknesses, which must be dealt with as
potential strength opportunities to make the product or service best in its
class. A relatively simple procedure for analyzing the house of quality phase
is to address the following points:
• Blank or weak columns: These indicate Hows that do not strongly relate
to any customer attribute. The “How” that relates to a blank or weak
column could be deleted.
• Blank or weak rows: These indicate customer attributes that are not
being strongly addressed by a How. In this case, another ‘How’ or