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Satisfying Customer Needs

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Satisfying Customer Needs

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    1. Satisfying Customer Needs Target Specifications Product Specifications

    2. Ulrich and Eppinger’s Product Development Process

    4. Concept Development Process

    5. The Product Specs Process (U&E) Set Target Specifications Based on customer needs and benchmarks Develop metrics for each need Set ideal and acceptable values Refine Specifications Based on selected concept and feasibility testing Technical modeling Trade-offs are critical Reflect on the Results and the Process Critical for ongoing improvement

    8. Identifying Customer Needs Who is the “customer”? External Consumer, purchaser, end-user Vendor, supplier Internal Everyone who touches the product or is touched by it

    9. Identifying Customer Needs The process: Gather raw data from customers Interpret raw data in terms of customer needs Organize needs into a hierarchy (primary, secondary, etc.) Establish relative importance of each need Reflect on the results and the process

    10. Kano Diagram

    11. Expected, Requested, and Surprising Performance

    12. Establish Hierarchy, Relative Importance

    13. Project Specification Steps

    14. Requirements vs. Specifications Requirements Define what the customer wants May be subjective, qualitative, difficult to measure Specifications Define what will actually be delivered Respond to: customer’s needs, organizational capabilities, technology and resource availability Always Measurable

    15. Specifications..... Precisely define the end product or result Quantify the customer’s needs and specify the degree to which the needs will be met Should not limit how the customer’s needs are to be addressed Consist of: Metric - Characteristic being measured Value or range of values Unit of measurement

    16. Specifications are the yardstick for determining project success

    17. Rules for Creating Specifications 1. Focus on the end RESULTS. 2. Do not build your ideas of how to achieve the results into the specifications. 3. Make sure that each requirement is covered. 4. Make sure that the customer’s interests are protected. 5. Make sure that your interests are protected.

    18. Product Design Specifications Guidelines for developing the Product Design Specification (PDS) (Click here for “Product Design Specifications (Pugh)” presentation)

    19. The End

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