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