Design for Quality

Question 1

Which are the parts of the Kano model?

Answer 1

Axis: 
Customer satisfaction (Y)
Degree of achievement (X)
-----
Attractive quality 
Expected quality 
Indifferent quality 
Necessary quality 
Reverse quality

Question 2

Give some examples of direct methods

Answer 2

Direct methods, ask the customer directly, finds expected quality in kano model.

• Interviews
• Focus group
• Customer complaints
• Surveys

Question 3

Give some examples of indirect methods

Answer 3

Meant to collect needs customer are unaware of. Cannot be discovered through direct questions addressed to the customer

• Observations in Gemba
• Experiments

Question 4

Which metods should you use to find:
Expected quality 
Attractive quality
Necessary quality 
Reverse quality

Answer 4

Expected quality -> Interviews
Attractive quality -> Observations
Necessary quality -> Shadowing people
Reverse quality -> Complaints

Question 5

What is QFD?

Answer 5

”With customer wants and needs as a basis and with due regard to competitors, QFD gives a possibility of systematically deriving product quality demands and parameter design as well as production process demands.”

Question 6

Which are the steps in QFD?

Answer 6

• Identify customers’ needs and expectations
• Rank the identified needs and expectations
• Sketch on a target profile for the company (find a niche)

- Decompose needs to:
Product characteristics
Product function 
Process operations
Production requirements

Question 7

Describe the Priority matrix

Answer 7

Axis:
Performance (Y)
Importance (X)
----
Upper left - Possibility
Lower left - Resting 
Upper right - Key competence 
Lower right - Improvement area

Question 8

What are the motives for using QFD?

Answer 8

• Customer satisfaction
• Cross functional work
• Product development

Question 9

What are the advantages of using QFD?

Answer 9

• Improved communication
• Improved knowledge transfer
• Unity in the group

Question 10

What are the problems related to QFD usage?

Answer 10

• Lack of management support
• Low level of commitment in the group
• Limited access to resources

Question 11

Which are the customer roles? (From article)

Answer 11

Upstream roles:
- Customer as a resource

• Customer as a co-producer

Downstream roles:
- Customer as a buyer

• Customer as a user
• Customer as a product