DAY10 - Customer Satisfaction.pdf

Customer Requirementsfor Human Powered Vehicles

Erasmus LLPIntensive Programme

2011 – 2012 - 2013

Tzvetelin GUEORGUIEV

CONTENTS

What does the customer want? Theories related to recognizing customer

needs. ISO standards related to quality and

customer satisfaction. AIAG requirements for Advanced Product

Quality Plan (APQP) Quality Function Deployment (QFD)2

What does the customer want?

3

Kano Model

4

ISO standards related to quality

ISO 9000:2005 Quality managementsystems – Fundamentals and vocabulary

ISO 9001:2008 Quality managementsystems – Requirements

ISO 9004:2009 Managing for the sustainedsuccess of an organization – A qualitymanagement approach

5

ISO standards related tocustomer satisfaction

ISO 10001:2007 Quality management –Customer satisfaction –

Guidelines for codes of conduct fororganizations

ISO 10002:2004 Quality management –Customer satisfaction –

Guidelines for complaints handling inorganizations

6

ISO standards related tocustomer satisfaction

ISO 10003:2007 Quality management –Customer satisfaction –

Guidelines for dispute resolutionexternal to organizations

ISO 10004:2012 Quality management –Customer satisfaction –

Guidelines for monitoring andmeasuring

7

AIAG requirements for AdvancedProduct Quality Plan (APQP)

8

AIAG requirements for AdvancedProduct Quality Plan (APQP)

9

AIAG requirements for AdvancedProduct Quality Plan (APQP)

10

AIAG requirements for AdvancedProduct Quality Plan (APQP)

11 APQP TutorialAPQP Tutorial

QFD: Found in translation

Quality Function Deployment (QFD) from Japanese: 品質(hin shitsu) - quality/features/attributes; 機能 (ki no) – function or mechanization; 開 展 (ten kai) - deployment, diffusion or

development/evolution.

French: Développement des Fonctions QualitésGerman: Aufmarsch der Qualitätsmerkmale

12

House of Quality (HoQ)

13 QFD TutorialQFD Tutorial

QFD Phases

14

QFD Phases & HoQ

15

QFD Benefits

Guarantees that the requirements of the customers willbe met.

Decreases the number of engineering changes basedon improvement understanding of the customers’requirements.

Uncovers potentially conflicting design requirements. Focuses on various activities/functions within the

company in order to achieve customer oriented goals. Decreases cycle time for product development. Decreases design, production and maintenance costs. Improves the quality of products and services.

16

Q&A session

17