Page 143 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

118 Chapter Six

Trade offs
Synergy 1.0
Compromise −1.0

Importance to the customer Know my business and offers Competitor 2: Dealers

Direction or improvement Save money and enhance productivity
Maximize 1.0 Know our products and processes Competitor 3: Competitor A Competitor 4: Competitor B
Target 0.0 Competitor 1: Rental
Minimize −1.0 Meet time expectations Do it right the first time Consultative Talk to one 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 products 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 92.0 133.0 66.0 57.0 27.0 13.0
Importance of product attributes 1
Relative importance of product 2 7.6 6.6 3.1 1.5
attributes 11.8 14.9 13.9 14.6 10.6 15.4
Our product 3 2 3 4 3 4 4 3.5 3.5 3 2
Competitor 1: Rental car 4 4 3 2.5 3 3 0 4 3.5 3 4
Competitor 2: Dealers 5 4 2 3 3 2 0 4 3.5 3 2.5
Competitor 3: Competitor A 6 3 3.5 3 3 3 0 3.5 3.5 3 3
Competitor 4: Competitor B 7 3 4 3 3 3 0 3.5 3.5 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% firs

1 2 3 4 5 6 7 8 9 10
Figure 6.7 Phase 1 QFD