Page 153 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Quality Function Deployment 127

Quality characteristics
Service
Reception and Goods
Availability response to Orders Environ-
ment
customers
Importance rating Clear classification Immediate response Rate of availability Degree of satisfaction Easy to find Service satisfaction Waiting time Product knowledge Customer reception Order lead time Delivery sale Procurement time Cleanliness Light

Can tell the book is in stock 2.9
Can tell why not in stock 6.0
Can tell if book is available
Can give date of availability 0.1
Can tell detailed book description
Can find related book 1.8
Offer information on the contents
Information list of books available
Has large variety and volume of books 4.0
Has books not available in other stores 1.3
Customer attributes Has many specialty books 4.3
Has newly published books
0.2
Easy to find books
Classification is easy to understand
5.8
Signs are easy to see
2.5
Display is easy to see 5.0
Has clean books 2.5
Has product knowledge 3.4
Kind and polite 3.8
0.1

Assistance in looking for books 3.4
Figure 6.13 House of Quality Phase 1

the customer defines quality, QFD develops customer and technical
measures to identify areas for improvement.

QFD translates customer needs and expectations into appropriate design
requirements by incorporating the voice of the customer into all phases of
the DFSS algorithm, through production and into the marketplace. In the
context of DFSS, the real value of QFD is its ability to direct the application
of other DFSS tools to those entities that will have the greatest impact on the
team’s ability to design a product, service, or process that satisfies the needs
and expectations of the customers, both internal and external.