A variety of Design for Six Sigma tools are useful for this purpose. The Kano model. Design for Six Sigma (DFSS) allows businesses to design new processes.

Great Design For Six Sigma (DFSS), the Quality Function Deployment (QFD) techniques and the houses of quality to drive product requirements from Customers’ critical to satisfaction (CTS) to the engineering designers critical Failure Mode Effect Analysis (FMEA). What is Quality Function Deployment?

No notes for slide• • • Know the Voice of the Customer Translate the V Kano Model concept first published in an article by Kano, N., Takahshi, F & Tsuji, S. Crc Exam Guide To Success 8th Edition. Attractive quality and must-be quality. The Journal of the Japanese Society for Quality Control, April, pp. • • • Surveys Interviews Focus Groups Observations Customer Complaints • The Kano Model is a tool that can be used to prioritize the Critical to Quality characteristics, as defined by the Voice of the Customer and the three categories identified by the model are: Must Be: Whatever the quality characteristic is, it must be present, such that if it is not, the customer will go elsewhere! Performance: The better we are at meeting these needs, the happier the customer is.

Delighter: Those qualities that the customer was not expecting, but received as a bonus. Link to Six Sigma: Lean Six Sigma Design for Six Sigma Model Structure The model is represented in an (x, y) graph The x-axis represents how good we are at achieving the customer’s outcome (s), or CTQ ’s. The y-axis records the customer’s level of satisfaction the customer should have, as a result of our level of achievement. • • • Output Requirement – Features of the final product and service delivered to the customer at the end of the process Service Requirements – More subjective ways in which customer expects to be treated and served during the process itself - How should we interact with and treat customers? • • • • All CR are not created equal.

Improving performance on a Must-be CR that is already at a satisfactory level is not productive compared with improving performance on a one dimensional or attractive CR. Insight into which CRs fall into which quality dimensions can improve one’s focus on the vital few. Acute Email Ids Crackberry more.

In general, must-be requirements must be adequately covered, the set of one dimensional requirements must be competitive, and some attractive requirements are needed for competitive differentiation. • Plot Attributes Lean - Waste Six Sigma – Defects, Variability DFSS – New Product/Service Development. Kano Model • 1. Kano Model Erica Lynn Farmer CMQ/OE, CSSBB, MBB • Objectives Origins Purpose Process Model Key Elements Methodology Application Examples • Origins of the Kano Model Noriaki Kano Professor at Tokyo Rika University International Consultant Received individual Demming Prize in 1997 • Origins of the Kano Model Noriaki Kano Developed foundation for an approach on “Attractive Quality Creation” commonly referred to as the “Kano Model” Challenged traditional Customer Satisfaction Models that More is better, i.e. The more you perform on each service attribute the more satisfied the customers will be. Proposed new Customer Satisfaction model (Kano Model) Performance on product and service attributes is not equal in the eyes of the customers Performance on certain categories attributes produces higher levels of satisfaction than others.