CTQ Flow down should be drived from the Customer Needs + the Business vision or objectives. These items begin as high-level needs & are translated into specific, measureable customer requirements.
Tools to Define CTQs
CNM: Customer Needs Mapping
QFD: Quality Function Deployment
Customer-Needs Mapping has been used by the commercial organizations to understand customer needs. It addressed the first step in the project selection process – benchmarking, customer surveys
This is done by brainstromming seesions.
In transitioning to a better understanding of customer needs, structured grouping is applied to the output list generated by the brainstorming session.
Customer Needs Mapping
Breakout
Step 1: Decide as a team what area you want more information on Billing Quality; Product Quality etc.
Step 2: Decide who you would need from GE and the Customer to make the Customer Needs Mapping effective.
Step 3: Assign Roles
Step 4: Conduct Customer Needs Mapping Session
Make a list of Customer Needs
Group requirements into major categories
Discuss what Supplies are best at meeting this Customer Need and why
Assign Customer Importance Rating
Step 5: Prepare Summary for report back to group
Quality Function Deployment :
A system for translating consumer requirements into appropriate company requirements at each stage from research and product development to engineering and manufacturing to marketing/sales and distribution
Four Houses within QFD:
Customer requirements
Product requirements
Design requirements
Manufacturing processes
This slide describes the 4 house process of QFD.
House 1 is the house of the customer. This house consists of customer
needs and how the customer will act upon these needs. This house
is usually completed during the customer needs mapping.
House 2 is the internal GE house. This house involves the translation
of the customer methods and how GE will act upon these needs.
House 3 is the internal process house. We will now translate how we
will act upon the customer needs into specific process which we will
use to do this.
House 4 is the process control variable house. This refers to the specific
process variables or knobs which we will control to deliver on the
customer needs.
Note: It is important to decide the scope of the project before the QFD is
done and whether both the molder and end-user will be part of process
either together or separately. The cross-functional team needs to decide
this before the customer needs mapping and first QFD house if completed
Regards
Sanjeev.
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