M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License Multi-State Advanced Manufacturing Consortium US DOL SPONSORED TAACCCT GRANT: TC23767 RELEASE DATE12/3/2015 VERSIONv 001 PAGE1 of 23 PRIMARY DEVELOPER Janaina Gasparelo, Henry Ford College I NTEGRATED Q UALITY S ESSION 2 P ROFESSOR J ANAINA G ASPARELO H ENRY F ORD C OLLEGE J ANUARY, 2015 US D EPARTMENT OF L ABOR M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License Case Study: Simulating Customer Interviews Define Quality Criteria Quality Criteria Examples Identify Stakeholders Understand Stakeholders Voice of the Customer (VOC) Tools to collect the VOC Completion of Case Study: Define CTQs AGENDA M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License Class to be divided in groups Each group represents one organization and one product or service Classmates from other groups and professor are to be seen as customers Interview your customers CASE STUDY M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License Whatever it takes to satisfy a customer; characteristics of a good or service that determine whether it meets the express and implied requirements of its customers. Also called quality requirements. QUALITY CRITERIA M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License Technical Drawing QUALITY CRITERIA M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License Visual Criteria Customer reported issue with the clinch joint of the bushing QUALITY CRITERIA: EXAMPLES M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License Visual Criteria QUALITY CRITERIA: EXAMPLES M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License Industry STDs QUALITY CRITERIA: EXAMPLES M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License QUALITY CRITERIA: EXAMPLES Drawing Technical Specifications Dimensional Requirements Material Requirements Assembly Requirements Visual Aspect Performance Based Customer Requirements Customers Preference Industry STDs Government Requirements and Regulations M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License STAKEHOLDERS: WHO ARE THEY? M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License STAKEHOLDERS: IDENTIFY A stakeholder is a person or business that has invested money in something (such as a company); one that has a stake in an enterprise; one who is involved in or affected by a course of action Stakeholder may refer to: Stakeholder (corporate), Stakeholder (corporate), an accountant, group, organization, member, or system that affects or can be affected by an organization's actions Stakeholder (law), Stakeholder (law), a third party who temporarily holds money or property while its owner is still being determined Project stakeholder, Project stakeholder, a person, group or organization with an interest in a project Reference:Reference: M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License STAKEHOLDERS: PROJECT STAKEHOLDERS EXAMPLE INTERNALEXTERNAL AFFECTED BY PROCESS Owner Sponsor Project Manager Functional Managers Competing Process Competing Projects Financing Source Project Core Team Subject Matter Experts Employees Stockholders Suppliers Partners Creditors Government Agencies Special Interest Groups Neighbors Client Professional Groups Media Taxpayers Union Competitors AFFECTED BY RESULTS Internal Customers Sponsor Users Client Public Special Interest Groups Neighbors Potential Customers M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License STAKEHOLDERS: UNDERSTANDING STAKEHOLDERS Someone needs something Someone needs something There may be multiple users and each may have a different wants and needs. Often users do not fully understand what they what they want because they do not know what alternatives may be available. The customer who pays for the project may not be the actual person or group who uses the result, and the customer may not fully understand the users needs. M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License STAKEHOLDERS: UNDERSTANDING STAKEHOLDERS When someone else is paying for the project, some users will ask for many project outcomes that are expensive or time consuming to deliver. Many stakeholders in addition to the users of a projects outcomes have an interest in the project. M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License VOICE OF THE CUSTOMER The voice of the customer (VOC) is a process used to capture the requirements/feedback from the customer (internal or external) to provide the customers with the best in class service/product quality. This process is all about being proactive and constantly innovative to capture the changing requirements of the customers with time. M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License VOICE OF THE CUSTOMER: TOOLS TO UNDERSTAND VOC Purpose of these tools: To figure out what customers care about To set priorities and goals consistent with customer needs To determine what customers needs you can profitably meet M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License VOICE OF THE CUSTOMER: TOOLS TO UNDERSTAND VOC Deciding which tool to use Customer segmentation o Principles for identifying subsets of customers who may have differing needs or requirements. Especially useful for any team dealing with a moderate to large customer base. Types and sources of customer data o A list of typical customer data your organization may already have or can get. Use to prompt your own thinking before a VOC effort. M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License VOICE OF THE CUSTOMER: TOOLS TO UNDERSTAND VOC Collecting VOC: o Interviews o Interviews guidance on conducting professional interviews with customers. Recommended for any team that wants to develop a deep understanding of customer needs and how customers use the product or service o Point-of-use observation o Point-of-use observation guidance for what to do if you can visit a customers workplace or observe the point of contact between the customer and your product/service. Use to gain greater insight or confirm interview results. o Focus groups o Focus groups guidance on how to structure focus groups. More efficient then doing separate interviews but still time intensive. Use as needed. M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License VOICE OF THE CUSTOMER: TOOLS TO UNDERSTAND VOC Collecting VOC: o Surveys o Surveys guidance on conducting surveys. Best used to confirm or quantify theories developed after other customer contact. Also can be used to identify most important issues to research. Good for gathering quantitative information. o Kano analysis o Kano analysis a technique that helps you understand varying levels of value that customers place on different features of your product or service. o Developing critical-to-quality requirements o Developing critical-to-quality requirements instructions for converting customer needs statements into product or service requirements. Use when your mission is to deliver products/services that better meet customer needs. M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License VOICE OF THE CUSTOMER: TOOLS TO UNDERSTAND VOC Tips: o With any different customer contact (interviews, customer observation, focus groups) the stakes are high. Since you will deal with customers face- to-face, you must leave a good impression. Be organized, be professional. And make sure you follow up or customers will feel their time was wasted. o Work with your sales or marketing department to identify and coordinate contact with customers. If multiple people from different departments all contact customers separately, your customer may view you as incompetent. o Dealing with customers can be trick, get help from experts if available. M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License VOICE OF THE CUSTOMER (CTQ = Critical to Quality) need VOCCTQ Tree I want CTQ M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License CASE STUDY COMPLETION Interview your customers and define the CTQs of your product or service Who are the Stakeholders? Who are the Customers? Is there any valuable customer segmentation? Which type of data input is relevant to your organization? What is the best tool to use for Collecting the VOC? Collecting VOC Interpretation VOC Defining CTQs M ULTI -S TATE A DVANCED M ANUFACTURING C ONSORTIUM _v001_msamc_courseware_quality_ppt _v001_msamc_courseware_quality_ppt2 found in Resources byResources the M-SAMC Multi-State Advanced Manufacturing Consortiumis licensed under a Creative Commons Attribution 4.0 International License.www.msamc.org Creative Commons Attribution 4.0 International License Multi-State Advanced Manufacturing Consortium US DOL SPONSORED TAACCCT GRANT: TC23767 RELEASE DATE12/3/2015 VERSIONv 001 PAGE23 of 23 PRIMARY DEVELOPER Janaina Gasparelo, Henry Ford College SAFETY DISCLAIMER: M-SAMC educational resources are in no way meant to be a substitute for occupational safety and health standards. 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