Define Phase Flashcards
what are we defining
define the problem & process
Critical of Quality CTQ uses what type of metrics to determine the needs of the customer
KPI, Cost of Poor Quality (COPQ), Pareto Chart, & Project metrics
SIPOC used to meet what requirement
VOC Voice of Customer
Define phases uses what type of charter
Project Charter
what graphical data analysis is used
Pareto, histogram, line graph
T/F VOC can only be external
False.
internal and external
most common VOC methods
surveys, interviews, focus groups, observation posts, mystery shopping, market research, staff feedback, live chat, social media, net promoter score
Kano analysis is about the classification of product attributes
such a how they are perceived and the customers satisfaction
Kano model has 3 types of needs
excitement needs, performance needs, basic needs
basic needs mean
customer requirements that must be included. by themselves they cant fully satisfy a customer but without them it can cause dissatisfaction
performance needs means
these are not necessary but increase the customer enjoyment of the service or product ex) giving the customer a drink after greeting them
excitement needs means
extreme delighters
BPM consists of what parts
scorecard, KPI, & customer loyalty
balance scorecard contains
financial, customer, internal business process, learning/growth
T/F KPI classified as financial and non financial
TRUE
These organizations define_____ as
quantitative, measurable, goal based, process based, strategy based, time bound
KPI
which KPI would these be under:
ROI
Return on Equity
Economic value added
Financial
which KPI would these be under: Customer Satifisfaction Retention Rates Referral Rates Quality On-time
Customer
which KPI would these be under: Defect rates cycle time throughput rates quality On0-time delivery rates
Internal Business processes
which KPI would these be under: Employee satisfaction Employee turnover rate absentee rate percentage internal promotions
Learning and growth
CTQ Critical to Quality uses key measurable
characteristics of a product or service
CTQ has 4 elements
output
y Metric
Target
Specification/tolerance limits
“I have to wait 48 hours to get a reply to a single email”
identify the output characteristic
“responsiveness”
“I have to wait 48 hours to get a reply to a single email”
Identify the CTQ measure
Y metric - 48 hours the turn around time
“I have to wait 48 hours to get a reply to a single email”
Identify the CTQ specification
make it less that 24 hours (find the company policy to find defects.)
“I have to wait 48 hours to get a reply to a single email”
identify the CTQ target
no email should be delayed after 24 hours
Product or Service
competence understanding responsiveness access timeliness reliability accuracy security courtesy communication credibilty
Service
product or Service
performance features conformance completeness timeliness reliability servicabilty durability aesthetics reputation
product
translation process of VOC to CTQ Step 1. Step 2. Step 3. Step 4.
A. Listening to customers
B. Translating VOCs to CTQs
C. Developing customer focused business strategy
D. Developing measure and indicators
Step 1. C. Developing customer focused business strategy
Step 2. A. Listening to customers
Step 3. B. Translating VOCs to CTQs
Step 4. D. Developing measure and indicators
CTQ Data collection:
How do we collect the data around the VOC to translate it into a CTQ?
determine how much customer data is already available in the organization.
Use this format to translate VOC to CTQ.
VOC, Service/Quality, Specific Needs Statement, Project Y
Which translation is this?
“I get invoices at different times each month”
VOC
Which translation is this?
“Consistent monthly bill” -Accuracy
Service/Quality Issues
Which translation is this?
“Customer receives bill on the same date each month.”
Specific need
Which translation is this?
“Invoicing cycle time”
Project Y output characteristic
Cost of Poor Quality (COPQ) 4 categories
prevention costs,
appraisal costs,
internal failure & external failure costs
which type of COPQ is this
quality control planning training preventative housekeeping new product reviews (tool supplier, tool safety procedure testing)
Prevention Costs
T/F The goal of COPQ is to have it at 100% It looks at the loss of profit resulting from errors/defects or variations
False.
0
which type of COPQ is this
measuring
evaluating products to make sure they up to standard
testing, VOC, reviews, survey
Appraisal Costs
which type of COPQ is this (inside) Scrap rework material review equipment downtime re-testing (Sub station inspection, quality steps, tool audit review)
Internal Failure Costs
which type of COPQ is this (outside) warranty complaints, returned products (extended warranty, product recall refunds)
External Failure Costs
Which cost should take priority and cost less in case of a defect than to correct it
Prevention cost
Explain the 1-10-100 rule
Prevention
T/F
1 unit cost of prevention, saves 10 units of correction, & 100 units of failure costs
TRUE
Which method does COPQ use
Iceberg method
