Six Sigma and Critical Customer Requirements

Overview/Description
 Mark Twain once said, "Everybody talks about the weather but nobody does anything about it." Unlike the weather, serving customer needs is something companies actually can do something about. Quality Function Deployment (QFD) is a systematic process for motivating a business to focus on its customers. In a Six SigmaŽ environment, such a focus is central to success. In this course, you'll learn how QFD works. You'll explore ways to listen to the voice of the customer and how to understand that voice in substantive terms. You'll learn to use effective tools to examine what your customers say they need and to determine from those statements what they really need. Finally, you'll learn to build the House of Quality, the graphical expression of QFD, and how to analyze the information you build into it. Six SigmaŽ is a registered Trademark of Motorola Corporation, and all rights, title, and interest in Six Sigma belongs to Motorola.

Target Audience
 Candidates for Black Belt certification; managers/executives overseeing personnel involved in the implementation of Six Sigma in their organization; consultants involved in implementing a Six Sigma proposal; and organizations implementing a Six Sigma project

Expected Duration
2.0 hours

Lesson Objectives:

Understanding the Voice of the Customer

  • identify the benefits of understanding the voice of the customer.
  • match elements of going to the Gemba with examples.
  • match the Kano model categories with examples.
  • determine the appropriate Kano Model category on which to focus customer improvement efforts for a given business scenario.

    • The House of Quality

  • identify the benefits of using the House of Quality.
  • match HOQ components with examples of their content.
  • select examples of HOQ interpretational elements.

    • Course Number: OPER0178