Freedom Within a Framework

Table of contents

1. Cover
2. Half Title
3. Title Page
4. Copyright Page
5. Dedication
6. Table of Contents
7. Author
8. Introduction
9. Part 1 Commercial Viewpoint
   1. Chapter 1 Understand the Voice of the Customer
      1. 1.1 Freedom within a Framework
      2. 1.2 Customer Wants and Customer Needs: Why the Gap?
      3. 1.3 Define the Questions for the VOC
         1. 1.3.1 Dimension 1: Only One Topic per Question
         2. 1.3.2 Dimension 2: Avoid Asking Leading Questions Which May Force a Biased Answer
         3. 1.3.3 Dimension 3: The Customer Is Willing and Able to Fully Answer the Question Being Asked
         4. 1.3.4 Dimension 4: Verify that All People that Administer the Question Interpret It the Same Way
         5. 1.3.5 Dimension 5: Verify that All Respondents Interpret the Question the Same Way
   2. Chapter 2 Kano Model: Explanation of Success (Our Business Perspective)
      1. 2.1 Define the Value Proposition
      2. 2.2 Prioritize the Value Proposition
      3. 2.3 Kano Model Explained
         1. 2.3.1 Basic Need Category
         2. 2.3.2 Satisfier Category
         3. 2.3.3 Delighter! Category
      4. 2.4 Using the Kano Model: Explanation of Success
      5. 2.5 Convert the Replies to Kano Criteria
   3. Chapter 3 Gather Metrics for Success (Our Customer’s Perspective)
      1. 3.1 Prepare for the Customer Interview
         1. 3.1.1 How Do You Define Success?
      2. 3.2 Conduct the Interview
         1. 3.2.1 Gather the VOC with Open-Ended Questions
         2. 3.2.2 Gather the VOC with Close-Ended Kano Questions
      3. 3.3 Combine and Quantify the VOCs
   4. Chapter 4 Critical to Quality Metrics
      1. 4.1 Define Quality Metrics
         1. 4.1.1 Industry Metrics
         2. 4.1.2 Customer Metrics: You Don’t Know What You Don’t Know
      2. 4.2 Organize CTQs
   5. Chapter 5 Create House of Quality 1, the Customer House
      1. 5.1 Organize the VOC and CTQs
      2. 5.2 Combine the VOC and the CTQs
         1. 5.2.1 Build the Main Room of HOQ1
         2. 5.2.2 Rank the VOCs
         3. 5.2.3 Rank the CTQs
         4. 5.2.4 House of Quality 1
10. Part 2 Design and R&D Viewpoint
    1. Chapter 6 What Are the Product’s Characteristics?
       1. 6.1 What Does Good Look Like, Metrics of Success for the Product
          1. 6.1.1 Define QC Metrics
    2. Chapter 7 Create House of Quality 2, the Translation House
       1. 7.1 Organize the QC Metrics
       2. 7.2 Combine the CTQ and the QC Metrics
          1. 7.2.1 Build the Main Room of HOQ2
       3. 7.3 Rank the QC Metrics
          1. 7.3.1 House of Quality 2
11. Part 3 Operations Viewpoint
    1. Chapter 8 Process Variables that Define Success on the Factory Floor
       1. 8.1 Conditions for Manufacturing the Product
       2. 8.2 Are We Winning or Are We Losing Today?
          1. 8.2.1 Details Matter
       3. 8.3 Define Process Variables
    2. Chapter 9 Create House of Quality 3, the Manufacturing House
       1. 9.1 Organize the Process Variables
       2. 9.2 Combine the QC Metrics and the Process Variables
          1. 9.2.1 Build the Main Room of HOQ3
       3. 9.3 Rank the Process Variables
          1. 9.3.1 House of Quality 3
    3. Chapter 10 Create the Control Plan
       1. 10.1 Sustain the Gains
          1. 10.1.1 Are These Customer Specifications or Production Specifications?
       2. 10.2 Control Plan Revisions and Training
12. Part 4 All Together Now, Threading the Needle
    1. Chapter 11 Freedom within a Framework
       1. 11.1 Predictable Results and Framework
          1. 11.1.1 The First Quantifiable Combination: Unpredictable Results without Framework
          2. 11.1.2 The Second Quantifiable Combination: Predictable Results with Framework
          3. 11.1.3 An Example: Let’s Have a Party
       2. 11.2 Complete the Houses of Quality
       3. 11.3 Hearing the Customer at the Factory Floor
          1. 11.3.1 Who Connects Each HOQ?
          2. 11.3.2 Training
    2. Chapter 12 The Complexity of the Product and HOQs
       1. 12.1 Less Complex Product
          1. 12.1.1 One House of Quality
       2. 12.2 Moderately Complex Product
          1. 12.2.1 One to Many
          2. 12.2.2 Many to One
          3. 12.2.3 Three Houses of Quality
       3. 12.3 Complex Product
          1. 12.3.1 Complex Products Subsystems
          2. 12.3.2 VOCs and CTQs with Competitor Information
          3. 12.3.3 HOQ1 with a Roof
          4. 12.3.4 How to Make Lemonade from Lemons
          5. 12.3.5 Four HOQs
          6. 12.3.6 Conclusion
    3. Chapter 13 Conclusion
       1. 13.1 The Long and Winding Road
          1. 13.1.1 Pontiac and Ice Cream
          2. 13.1.2 A Parting Thought
13. References
14. Index