Page 152 - Design for Six Sigma for Service (Six SIGMA Operational Methods)
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126   Chapter Six



                  After sales             During sales      Before sales


          Deliver                                Customer   Inspection
                  Additional  Data   Merchandise
          special  orders   analysis   control   service and  and
          orders  Placing customer special orders  Ordering  Investigation on back shortages?  Looking for new merchandise  Follow-up investigation  Check stock  Special slip order analysis  Schedule analysis  Sales slip analysis  Stocking  Fill in  Arranging shelves  Stocking shelves  Gives in-




           Delivery
                                                   Gets orders
                                                               Checks fixtures
         Delivery date table


             Checking special order status
                                                              Corrects wrong classifications
                                                    Checks for causes of out of order
                           Analyses resoks of special events
        Figure 6.12 Operation Items                         Rearranges stacks and fills the shelves




        After constructing two QFD charts, the QC circle found that there was one
        major problem in the book center: The customer attribute “book classi-
        fication is easy to understand” was rated very high in customer survey
        results, but by QFD analysis, the rating for this is not high with current
        operation items. The following corrections were made:
          1. If a book could fall into more than one category, then it would be
             displayed in all these categories.
          2. Point-of-purchase clerks are placed in the boundary areas between
             book sections.



        6.9 Summary
        Quality function deployment (QFD) is a planning tool used to translate
        customer needs and expectations into the appropriate design actions. This
        tool stresses problem prevention with an emphasis on results in customer
        satisfaction, reduced design cycle time, optimum allocation of resources,
        and fewer changes. Together with other DFSS tools and concepts, it also
        makes it possible to release the designed entity at the six sigma level. Since
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