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Demand for
traditional spices going down
Organization
’s strategy
niform Commercial
Code - Products
carry an
implication of
merchantability
and fitness.
Maturity
Decline
Demand
Growth
Introduction
Time
otable failures:
Chevy Nova in Mexico
Ikea beds in U.S.
Research based
emanufacturing
obust design
Adeyl Khan, Faculty, BBA, NSU 4-27
Recycling
ecycling: recovering materials for future use
ecycling reasons
Cost savings
Environment concerns
Environment regulations
ther benefits
Reduced training for assemble and installation
Reduced repair time and costs
Design
requirements
Customer
Relationship Competitive
require-
matrix assessment
ments
Specifications
or
target values
Figure 4.3
Adeyl Khan, Faculty, BBA, NSU 4-32
House of Quality Example
Figure 4.4
Correlation:
X Strong positive
Positive
X X
X X X Negative
* Strong negative
Water resistance
Accoust. Trans.
Energy needed
Energy needed
Im
to close door
Engineering
to open door
Check force
po
resistance
Competitive evaluation
Door seal
rta Characteristics
Window
X = Us
on level
nc
ground
A = Comp. A
et B = Comp. B
Customer oC (5 is best)
Requirements us 1 2 3 4 5
t.
X AB
Easy to close 7
Stays open on a hill X AB
5
Easy to open 3 XAB
A XB
Doesn’t leak in rain 3
No road noise 2 X A B
Strong = 9
Reduce energy
Reduce energy
Reduce force
current level
current level
current level
to 7.5 ft/lb.
Medium = 3
Target values
Maintain
Maintain
Maintain
Small = 1
to 9 lb.
5 B
BA BA
B B BXA X
Technical evaluation 4
A
X
A X
3
(5 is best) 2 X
X A
1
Excitement
Expected
Must Have
n
ifc
am
rS
eC
to
u
s
Customer Needs
Figure 4.5
Adeyl Khan, Faculty, BBA, NSU 4-34
Service Design
ervice is an act
ifficult to describe
Focus on
customer’s perspective
Consider image of
the service package
Recognize that
designer’s perspective is different from the customer’s perspective
Make sure that
managers are involved
Define quality for
tangible and intangibles
Make sure that
recruitment, training and rewards are consistent with service expectations
Establish
procedures to handle exceptions
Establish systems
to monitor service
se multiple-use platforms
se technology
se concurrent engineering