Customer Requirements for Human Powered Vehicles

Erasmus LLP Intensive 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)

What does the customer want?

Kano Model

ISO standards related to quality

ISO 9000:2005 Quality management systems Fundamentals and vocabulary ISO 9001:2008 Quality management systems Requirements ISO 9004:2009 Managing for the sustained success of an organization A quality management approach

ISO standards related to customer satisfaction

ISO 10001:2007 Quality management Customer satisfaction Guidelines for codes of conduct for organizations ISO 10002:2004 Quality management Customer satisfaction Guidelines for complaints handling in organizations

ISO standards related to customer satisfaction

ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations ISO 10004:2012 Quality management Customer satisfaction Guidelines for monitoring and measuring

AIAG requirements for Advanced Product Quality Plan (APQP)

AIAG requirements for Advanced Product Quality Plan (APQP)

AIAG requirements for Advanced Product Quality Plan (APQP)

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AIAG requirements for Advanced Product Quality Plan (APQP)

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APQP Tutorial

QFD: Found in translation

Quality Function Deployment (QFD) from Japanese: (hin shitsu) - quality/features/attributes; (ki no) function or mechanization; (ten kai) - deployment, diffusion or development/evolution. French: Dveloppement des Fonctions Qualits German: Aufmarsch der Qualittsmerkmale

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House of Quality (HoQ)

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QFD Tutorial

QFD Phases

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QFD Phases & HoQ

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QFD Benefits

Guarantees that the requirements of the customers will be met. Decreases the number of engineering changes based on 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.

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Q&A session

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