Page 154 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

128 Chapter Six

Operation items
Before sales During sales After sales

Make records in the store Inspects the facilities Checks fixtures Correcting wrong classifications Rearrange stocks/fill shelves Answer questions Checks for cause of out of stock Gets orders Gives in-house information Sales slip analysis Schedule analysis Spec

Clear classification Searches Delivers
Immediate response
Rate of availability
Degree of satisfaction
Easy to find
Quality characteristics Waiting time
Service satisfaction
Product knowledge
Customer reception
Order lead time
Delivery rate
Procurement time
Cleanliness
Lighting
Damage rate
Figure 6.14 House of Quality Phase 2

The following items are a review of the different parts of the house of
quality. The Whats represent customer needs and expectations. The Hows
are CTS requirements, or substitute quality characteristics for customer
requirements that the company can design and control. Relationships are
identified between what the customer wants and how those wants are to
be realized. Qualitative correlations are identified between the various
Hows. Competitive assessment and importance ratings are developed as
a basis for risk assessment when making decisions relative to tradeoffs
and compromises.