Page 142 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Quality Function Deployment 117

Importance to the customer Know my business and offers

Direction or improvement Save money and enhance productivity Know our products and processes
Maximize 1.0 Meet time expectations
Target 0.0 Do it right the first time Talk to one person Adequate follow-up
Minimize −1.0 Consultative Answer questions Courteous

1 1 2 3 4 5 6 7 8 9 10
Direction of improvement 1
Available products 1 2.0
Professional staff 2 3.0
Flexible processes 3 4.0
Knowledgeable staff 4 4.0
Easy-to-use products 5 4.0
Speedy processes 6 5.0
Cost-effective products 7 5.0
Accuracy 8 5.0
9
Figure 6.6 The Whats, the Hows, and the Relationship Matrix

The full QFD phases 1 and 2 are given in Figs. 6.6 to 6.9. The following
analysis applies to phase 1. The readers are encouraged to analyze the
phase 2 as an exercise.

The Hows Importance Calculation

Importance ratings are a relative comparison of the importance of each What
or How to the quality of the design. The 9-3-1 relationship matrix strength
rating is used. These values are multiplied by the customer importance rating
obtained from customer engagement activities (like surveys) resulting in a
numerical value. The Hows importance rating is summed by adding all values
of all relationships. For example, the importance rating of the first How of
Fig. 6.7 is calculated as 2.0 × 3.0 + 4.0 × 3.0 + 4.0 × 3.0 + 4.0 × 3.0 + 5.0 × 9.0
+ 5.0 × 3.0 = 102. Other How importance ratings can be calculated accordingly.