Browsing All Posts published on »January, 2013«

Capturing the Voice of the Customer: Kano Model of Customer Satisfaction

January 26, 2013 by

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Developed by Kano et al (1984), the Kano Model of Customer Satisfaction attempts to quantitatively define the relationship between product or service attributes and customer satisfaction.  The model attempts to build on Quality Functional Deployment (QFD) by using surveys and other tools to identify attributes that are important to the customer and quantify their weight […]

Capturing the Voice of the Customer: Quality Functional Deployment (QFD)

January 22, 2013 by

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Quality Functional Deployment (QFD) is one of several strategies organizations can use to capture the voice of the customer and ensure that it is built into the process, product or service provided. QFD, originally developed by Akao in 1996 for use in the Japanese shipyards, was refined and adopted by US companies as a sound […]

Voice of the Customer

January 22, 2013 by

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When we look at products or services being provided, we tend to overlook the activity that goes on behind the scenes to get that product to the customer. This activity includes the designer or engineer, production or distribution workers, and logistics network swhich can often include oversees travel. It creates what can be referred to […]

Plan-Do-Check-Act (PDCA) Cycles – Part IV – The “Act/Adjust”

January 20, 2013 by

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Plan Do Check Act The final installment in the PDCA series deals with the ACT  portion of the cycle.  During this phase, the intent is to correct and/or standardize what was discovered during the Check phase.  This would be the opportunity to course correct for any yellow or red status items as well as an opportunity […]

Plan-Do-Check-Act (PDCA) Cycles Part III – The “Check”

January 20, 2013 by

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Plan Do Check Adjust/Act This installment, it’s all about the “C” – CHECK. So the CHECK part of the PDCA cycle is where you look at how things are going. Remember, the PLAN outlines what you want to do, the DO focuses on the actual implementation, so CHECK is just that, a check on the […]

Plan-Do-Check-Act (PDCA) Cycles Part II – The “Do”

January 20, 2013 by

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The “DO” is what you do each day to meet the goals outlined in your PLAN – complete the work in an efficient manner, following the process, eliminating or reducing any of the 7 forms of waste (will save this for another post) along the way. Remember, your PLAN outlines the goals (objectives and target outcomes) and the steps […]

Plan – Do – Check – Act (PDCA) Cycles

January 13, 2013 by

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This is the first of a 4 part post on PDCA cycles.  This installment will focus on the “Plan” of PDCA cycles: P     Plan            Strategy like your business plan or specific business goal D    Do              Tracking what you do C    Check         Actual performance against the goal/plan A    Adjust        Corrections or adjustments made to get you back […]