Page 326 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

system
24. Harmful factor affecting
23. Communication flow
22. Amount of information
Business Contradiction Matrix (Mann 2004) (Continued)
demand/feedback
21. Customer revenue/
20. Support interface
15 27 40 12 11 25 2 26 3 6 25 31 29 7 23 37 13 25 10 39 14 13 22 7 10 11 2 5 9 26 27 35 27 3 28 2 6 18 37 13 25 37 25 28 2 32 7 25 30 21 10 9 6 10 1 7 20 10 25 22 2 22 2 26 2 35 24 11 6 26 18 19 40 7 2 37 20 25 7 19 21 29 30 6 10 26 24 2 23 24 2 37 7 38 3
19. Support risk
5 2 6 27 25 6 1 25 10 27 7 40 1 26 15 1 2 32 28 7 6 38 20 10 37 5 6 10 12 27 25 27 3 10 25 24 35 25 5 4 19 24 14 13 35 2 23 13 10 1 2 23 11 26 2 7 10 27 30 35 2 5 27 2 13 35 10 2 27 10 5 25 29 30 2 25 5 32
18. Support time
15 35 28 25 29 6 1 25 10 27 7 15 40 26 5 11 7 28 35 6 7 40 38 13 13 10 17 2 27 34 3 2 35 10 27 3 13 25 5 35 3 35 19 24 23 10 3 13 22 23 11 2 6 26 27 5 35 25 10 2 25 27 10 2 19 10 5 27 2 5 10 26 1 13 25
17. Support cost
What is deteriorated ?

Appendix B: What should be Improved? 1. R&D spec/capability/means 2. R&D cost 3. R&D time 4. R&D risk 5. R&D interface 6. Production spec/capability/means 7. Production cost 8. Production time 9. Production risk 10. Production interface 11. Supply spec/capability/means

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