Welcome to lecture 10 on process management process, the learning objective of this lecture to translate customer feedback into project goals and critical to qualities cdks QFD as a tool to translate customer requirement to performance measures. Let us first understand what is CQ CQ standards for critical to quality CTU focuses on improving the quality from customer perspective. It helps to translate the voice of customer into measurable parameters of the product while defining the CQ should be noted that the CD to include a metric or measure and target and tolerance. Let us review some examples a six sigma team was undertaking a project on increasing the productivity of some manufacturing unit. The team identified one of the projects EQs as machine downtime. Could you see how the team have defined this dq there is a metric which is minute.

In this case, there is a target as 30 minutes and tolerance as maximum 40 minutes similarly, review the example to yourself. Drawing CTK tree is one of the steps of defining CQ what is city tree and how do we draw a cDk tree? Well, often customer express their needs in general statement and see dq tree enable the team to transform general data into a quantitative product or service performance measure. steps for defining CTU tree are gather customer needs are each need ask what would be that mean to the customer? The answer are the drivers for CQ Finally, identify specific measurable terms for this answer. Let us understand this with an exam.

Sample a six sigma team was into a project on increasing customer satisfaction at some music store. As part of defined CD Q's, the team identified a list of customer needs one of the customer expressed his need as I need good customer care. Now, what could have the team done? Team brainstorm, on the point that What does a good customer care mean? Nobody expects not with the experience and process knowledge. The team have come out with three drivers for the need, such as reading time, present staff refund time.

Now what makes the CD q different The drivers well see the views are expressed in numerical terms, why in the medical term because it is easy to monitor control and improve things that are defined in the medical specifications are the waiting time see the queue is defined by the team where delivery within 10 minutes pick phone within 20 seconds of ring. Similarly, pleasant staff driver, city queues defined as greed within 20 seconds of customer entry and a genuine smile on the face of the staff. You may wonder where is the numerical parameter in a genuine smile fine, you will not be always able to Define CD goals specifically. However, try to define CD q in numerical parameters wherever possible. Finally, the refund time CD q defined as refund within five days of product return 99% customer satisfaction level. Let us discuss one more method to analyze the voice of customers, namely the quality function deployment to fd is a major tool in DFS s as well as D Mac.

It's a method for analyzing the voice of customer q ft addresses customer related issues by formal questions like what are the product qualities which are customer desire What functions must be incorporated in the product or services? How best can we provide our customers requirements main tool for Q ft is the basic requirement matrix of customer requirements. Wizard is design requirements. This metric is also called House of quality. House of quality, as the name suggests, look like a picture of house. Preparing q fd is nothing but filling the house of quality with information such as details of customer requirement, and its rank.

Technical design requirements competitive competitor reading technical interactions Vertical relationship between customer requirement central relationship between customer requirements with service design requirements, technical reading, target value, etc. Let us learn how to construct this house of quality. It is constructed in five easy steps as you see on the screen step one, establishing the customer requirements step two data mining design requirements. Step three, develop a relationship metric among strong, medium, and weak. Step four, develop interaction metrics with step five benchmark Competitive assessment. Let us understand more with the help of an example.

A Six Sigma team is into the design of some machine. They have collected the stated customer requirement, such as ease of operation, need high accuracy, minimum operating cost, etc as well as the customer priority for each need. I've noted customers always express their requirements in general statements. There won't be any numerical parameters in their statements. Now, as step two, it is the responsibility of design team to define specific design parameters for each need. The design team come out with following design parameters mean time between failures mtbf by thousand hours modular designing computerized designing as Step three, establish a relation between customer requirement and design parameters among strong medium, we for example, the ease of operation has a strong relation with computerized design.

Similarly, computerized design as a weak relation between minimum operation cost. Step five is to incorporate the competitive benchmarking establish the company's present position and respect of both competition and Technical benchmarking. That's all for this lecture folks. If you have understood concept, we can proceed with the next lecture on Process Management basics. Thank you