Chapter 1 Understand the Voice of the Customer
1.1 Freedom within a Framework
1.2 Customer Wants and Customer Needs: Why the Gap?
1.3 Define the Questions for the VOC
1.3.1 Dimension 1: Only One Topic per Question
1.3.2 Dimension 2: Avoid Asking Leading Questions Which May Force a Biased Answer
1.3.3 Dimension 3: The Customer Is Willing and Able to Fully Answer the Question Being Asked
1.3.4 Dimension 4: Verify that All People that Administer the Question Interpret It the Same Way
1.3.5 Dimension 5: Verify that All Respondents Interpret the Question the Same Way
Chapter 2 Kano Model: Explanation of Success (Our Business Perspective)
2.1 Define the Value Proposition
2.2 Prioritize the Value Proposition
2.4 Using the Kano Model: Explanation of Success
2.5 Convert the Replies to Kano Criteria
Chapter 3 Gather Metrics for Success (Our Customer’s Perspective)
3.1 Prepare for the Customer Interview
3.1.1 How Do You Define Success?
3.2.1 Gather the VOC with Open-Ended Questions
3.2.2 Gather the VOC with Close-Ended Kano Questions
3.3 Combine and Quantify the VOCs
Chapter 4 Critical to Quality Metrics
4.1.2 Customer Metrics: You Don’t Know What You Don’t Know
Chapter 5 Create House of Quality 1, the Customer House
5.2 Combine the VOC and the CTQs
5.2.1 Build the Main Room of HOQ1
PART 2 Design and R&D Viewpoint
Chapter 6 What Are the Product’s Characteristics?
6.1 What Does Good Look Like, Metrics of Success for the Product
Chapter 7 Create House of Quality 2, the Translation House
7.2 Combine the CTQ and the QC Metrics
7.2.1 Build the Main Room of HOQ2
Chapter 8 Process Variables that Define Success on the Factory Floor
8.1 Conditions for Manufacturing the Product
8.2 Are We Winning or Are We Losing Today?
Chapter 9 Create House of Quality 3, the Manufacturing House
9.1 Organize the Process Variables
9.2 Combine the QC Metrics and the Process Variables
9.2.1 Build the Main Room of HOQ3
9.3 Rank the Process Variables
Chapter 10 Create the Control Plan
10.1.1 Are These Customer Specifications or Production Specifications?
10.2 Control Plan Revisions and Training
PART 4 All Together Now, Threading the Needle
Chapter 11 Freedom within a Framework
11.1 Predictable Results and Framework
11.1.1 The First Quantifiable Combination: Unpredictable Results without Framework
11.1.2 The Second Quantifiable Combination: Predictable Results with Framework
11.1.3 An Example: Let’s Have a Party
11.2 Complete the Houses of Quality
11.3 Hearing the Customer at the Factory Floor
Chapter 12 The Complexity of the Product and HOQs
12.2 Moderately Complex Product
12.2.3 Three Houses of Quality
12.3.1 Complex Products Subsystems
12.3.2 VOCs and CTQs with Competitor Information
12.3.4 How to Make Lemonade from Lemons