Freedom Within a Framework

Book description

Freedom Within a Framework: Hearing the Voice of the Customer on the Factory Floor (978-0-367-08577-3, K406714)

Shelving Guide: Business and Management/Customer Satisfaction/Quality

This book shows you how to harmonize three business functions to address customer needs by using a novel approach that combines Design for Six Sigma (DFSS) and Continuous Improvement tools. The DFSS tool used is the Quality Function Deployment (QFD) process, which is also known as the House of Quality (HOQ). Although these are techniques reserved for the design of new products, the book illustrates how the HOQ helps translate exactly what customers specifically find important about your products. In addition, if customers are experiencing issues with that product, it helps map those issues and prioritizes the Critical to Quality (CTQ) parameters. Because the HOQs tie the Voice of the Customer to CTQs, it continues to connect to the product design and ends with manufacturing process variables. This linkage makes this idea and approach unique.

Stopping there may show that there is linkage between the customer and manufacturing process variables, but moving ahead, we must also connect the functions within the business that provides the product. The book helps define the key business function as three large business functions that must work as one cohesive and unified team. These functions are: commercial (sales and marketing), R&D (product properties and services), and operations (product quality). Connecting these functions involves many colleagues, and a very effective communication process among the three is vital for the success of the product and customer satisfaction.

Understanding the voice of the customer is paramount—not doing so could lead to product performance issues and loss of market share. In addition, repeated customer dissatisfaction permeates internal workplace culture—employees begin to feel that they are producing products disconnected from end users’ needs and wants.

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

Product information

  • Title: Freedom Within a Framework
  • Author(s): Paul G. Cafaro
  • Release date: March 2020
  • Publisher(s): Productivity Press
  • ISBN: 9780429662997