Index

A

Anti-writing tool, 126

B

Basic Needs, Kano model, 17–19, 22, 23, 25, 28, 36–38
Brainstorming
- attributes, 12–15
- open-ended questions, 33
- process variables, 76
- session with company employees, 24, 28

C

Cage of safety, 115
Car subsystems, Houses of Quality, 115–116
Certificate of analysis (COA), 28
Closed-ended Kano questions
- customers
  - responses, 36, 37
  - visits, 28–29
- ratings summary, 39
COA, see Certificate of analysis (COA)
Coating technologies
- of polyurethane resin, 112
- of wood application, 112–113
Commercial function, 6, 7, 119
Competitors, 117–121
Complexity
- less complex product, see Less complex product, Houses of Quality
- moderately complex product, see Moderately complex product, Houses of Quality
- complex product, see Moderately complex product, Houses of Quality
Complex products
- Houses of Quality
  - design variables, 128–129
  - lemonade from lemons, making, 125–128
  - roof of HOQ1, 121–125
  - subsystems, 114–116
  - VOCs and CTQs with competitors, 117–121
Conduct interview
- voice of the customer, 34
  - closed-ended Kano questions, 36, 37, 39
  - open-ended questions, 34–36, 38
Consumer Reports, 42
Control Plan
- customer/production specifications, 90–91
- definition of, 87–88
- parts of, 88
- process variables, 88, 89
- reaction plan, 88–90
- revisions and training, 91
Crack rates
- critical to quality, 50, 52, 55
- house of quality 1, 62
- standard operating procedure, 42
Critical to quality (CTQs) metrics
- customer metrics, 43–46
- Houses of Quality
  - competitors, 117–121
  - manufacturing scorecard metrics, 101
- industry, 41–43
- organizing, 46–47
- and quality control metrics, 67–69
- translation house, 46, 47
  - combined, 50–56
  - organizing, 49–50
- for Tubing Experts, 47
CTQ metrics, see Critical to quality (CTQ) metrics
Cured film build, 44, 46
Cure time, 42, 123, 126
Customer house, see House of Quality 1 (HOQ1)
Customer interview
- preparation for, 31–34
- with responses, 37
Customer metrics, 43–46
Customer service, 7, 12, 13
Customer specifications, 90–91
- quality control metrics, 90

D

Define, measure, analyze, design, and verify (DMADV), 60
Delighter!, Kano model, 17, 19–23, 25, 28, 29, 36–38, 116
Design for Six Sigma (DFSS) stage-gate process, 60
Design Variables (DVs), 128–129
DFSS stage-gate process, see Design for Six Sigma (DFSS) stage-gate process
Diamond industry, 127
Direct sales, 7
DMADV, see Define, measure, analyze, design, and verify (DMADV)
DVs, see Design Variables (DVs)

F

Factory employees
- performance metrics, 74
- work environment, 73, 75–76
Factory floor, customers
- connectivity, 102–104
- training, 105–106
Flow down, House of Quality, 100–102, 109–110, 113–114
Focus group, interview approach, 9, 10, 18, 20, 25, 32–34, 108, 110
Framework
- Houses of Quality, 99–106
- and predictable results, 95–99
Frequency, definition of, 89
Fullest potential, 97, 98

G

Gathering for success, see Voice of the customer (VOC)

H

Holiday testing, 44, 46, 123
Houses of Quality (HOQs)
- complex products
  - breakthrough innovation, 125–128
  - design variables, 128–129
  - four types, 128–129
  - roof of HOQ1, 121–125
  - subsystems, 114–116
  - VOCs and CTQs with competitors, 117–121
- flow down, 100–102
- freedom within framework, 99–10
  6
- less complex products, 107–112
- moderately complex products, 112–114
House of Quality 1 (HOQ1)
- critical to quality metrics, 46, 47, 50–56
- quality control metrics, 62
- voice of the customer, 36, 38, 39, 49–56
House of Quality 2 (HOQ2)
- critical to quality metrics, 67–69
- quality control metrics, 65–70
House of Quality 3 (HOQ3)
- control plan and, 87
- Pareto chart, 88
- process variables, 79–85
- QCs and weights, 82
Hypothetical customer, see Tubing Experts
Hypothetical supplier company, see Liquid Paint Specialist

I

Industry
- coating, 112
- diamond, 127
- metrics, 41–43
Inventive Principles, 126–127
Interview, see Customer interview

K

Kano model, 16–17
- categories
  - Basic Needs, 17–19, 22, 23, 25, 28, 36–38
  - Delighter!, 17, 19–23, 25, 28, 29, 36–38, 116
  - Satisfiers, 17–20, 22, 23, 25, 28, 36, 37, 38
- criteria selection matrix, 24, 27–29
- interview questions, 23–27
- success of, 23–27
- value proposition
  - definition of, 11–12
  - prioritization of, 12–15
KCMA, see Kitchen Cabinet Manufacturers Association (KCMA)
Key performance indicators (KPI), 59–62
Kitchen Cabinet Manufacturers Association (KCMA), 41
KPI, see Key performance indicators (KPI)

L

Lagging/leading indicators, 60–63
Less complex product, Houses of Quality, 107–112
Liquid Paint Coating Industry (LPCI), 42, 43
Liquid Paint Specialists; see also Tubing Experts
- brainstorming, 76
- business functions/departments, 13
- conduct interview, 34
- definition of, 42
- Kano model, 23–25
- process control plan for, 88, 89
- R&D team, 61
- value proposition, 12–14
- voice of the customer, 50
Lower specification limit (LSL), 89
LPCI, see Liquid Paint Coating Industry (LPCI)
LSL, see Lower specification limit (LSL)

M

Manufacturing house, see House of Quality 3 (HOQ3)
Manufacturing plants, 73
- performance metrics, 74
- process variables, 76–78
- work environment, 73, 75–76
Messy, 97, 98
Moderately complex product, Houses of Quality, 112–114
Multifunctional team, business functions/departments, 12, 13

N

National Electrical Manufacturers Association (NEMA), 41
NEMA, see National Electrical Manufacturers Association (NEMA)

O

One-on-one interviews, 18, 20, 23, 32, 34
Open-ended questions
- brainstorming, 33
- voice of the customer, 34–36, 38

P

Pareto analysis
- principals, 14
- rankings
  - critical to quality, 56, 67, 111
  - process variables, 84, 88
  - quality control, 70, 82
- value proposition, 15
Physical environment, 73
Plastic Tubing Associations (PTA) standards, 42, 43
Plugged filters, 44
Plugged spray nozzles, 44, 45, 123
Polyurethane resin (PUR), 112
Polyvinyl chloride (PVC), 12
Pontiac Division of General Motors, 132–133
Post-it notes, 107–110
Predictable results, and framework, 95–99
Price of entry, 18
Process step metric, 89
Process variables (PVs)
- Control Plan, 88, 89
- definition of, 76–78
- house of quality 3
  - organizing, 79–80
  - quality control metrics and, 80–83
  - rankings, 84–85
- manufacturing plants
  - employees performance metrics, 74–76
  - making products to customers, 73
Product attributes, 6, 7
- brainstormed, 13–15
- business functions/departments, 13
Product complexity
- less complex product, see Less complex product, Houses of Quality
- moderately complex product, see Moderately complex product, Houses of Quality
- complex product, see Moderately complex product, Houses of Quality
Product development
- key performance indicators, 59–62
- quality control metrics, 61–63
Production specifications, 90–91
- quality control metrics, 90
Product satisfaction
- one dimensional level of, 16–17
- two-dimensional method of, 17
Product specification
- attributes and sub-attributes, 26
- process variables metrics and, 78, 80
- quality control metrics and, 63, 90
PTA standards, see Plastic Tubing Associations (PTA) standards
Pull force, House of Quality, 109–110
PUR, see Polyurethane resin (PUR)
PVC, see Polyvinyl chloride (PVC)
PVs, see Process variables (PVs)

Q

QC metrics, see Quality control (QC) metrics
Quality control (QC) metrics
- customer/production specifications, 90–91
- definition of, 61–63
- house of quality 2
  - combined, 67–69
  - organizing, 65–66
  - ranking, 69–70
- house of quality 3
  - and process variables, 80–83
- key performance indicators, 61, 62
- Questions, see Closed-ended Kano questions; see Open-ended questions

R

Racing community, 115
Ranking
- competitors, 117–121
- critical to quality metrics, 55, 56, 67, 111
- process variables, 84–85, 88
- quality control metrics, 69–70, 82
Raw materials (RMs), 76, 77
R&D team
- leading/lagging indicators, 60
- product development, 59
- quality control metrics, 61–63, 65, 67, 70
Reaction plan, 88–90
RMs, see Raw materials (RMs)
Rooms, house of quality
- back porch, 121, 130
- basement, 119, 121, 123, 128, 130
- main room,
  - HOQ1, 49–51, 53, 56, 111, 117, 121
  - HOQ2, 67, 68
  - HOQ3, 80–82, 84, 105
- roof, 121

S

Sales department, 6, 7
Satisfiers, Kano model, 17–20, 22, 23, 25, 28, 36, 37, 38
Soft skills, work environment, 75–76
Solvent-borne coating, 113
SOPs, see Standard operating procedures (SOPs)
Specifications, see Control plan
SPC, see Statistical process control (SPC)
Stage-gate project structure, 59–60
Standard operating procedures (SOPs), 42, 96, 98, 105
Statistical process control (SPC), 129
Sticky tubes, 45, 46, 123, 126
Success, explanation of
- customer perspective, 32–34
- Our Business Perspective 11–12
- Kano model perspective, 23–27

T

Tall skyscraper, 95
Target, 89
Technical sales, 7, 44
Theory of inventive problem solving (TRIZ), 126–128
Translation house, see House of Quality 2 (HOQ2)
Transportation products, 115
TRIZ, see Theory of inventive problem solving (TRIZ)
Tube integrity, 43, 55
Tube manufacturing, 44
Tubing Experts, 12 see also Liquid Paint Specialist
- conduct interview, 34, 36
- critical to quality metrics, 47
- manufacturing types, 44
- one-on-one assessment interviews, 23, 24, 28, 29
- open-ended replies, 38
- Plastic Tubing Associations standards, 42, 43
- voice of the customer, 50, 53, 117

U

UL, see Underwriters laboratories (UL)
Underwriters laboratories (UL), 42
Unit operation, 89
Unpredictable results, without framework, 97–98
Upper specification limit (USL), 89
USL, see Upper specification limit (USL)

V

Value proposition
- brainstormed attributes, 12–15
- definition of, 11–12
- Pareto principal calculations, 14
VOC, see Voice of the customer (VOC)
Voice of the customer (VOC)
- assumptions, perceptions and expectations, 4–7
- combine and quantification, 36–39
- commercial function, 6, 7
- conduct interview, 34
  - closed-ended Kano questions, 36, 37, 39
  - open-ended questions, 34–36, 38
- customer interview, preparation for, 31–32
- freedom within framework, 3–4
- Houses of Quality 1, 36, 38, 39, 49–56
  - competitors, 117–121
  - list and multivote captures, 108, 109
- questions for, 7–10
- Voted attributes, brainstorming, 14

W

Work environment, 73
- soft skills, 75–76