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1. Satisfying Customer Needs Target Specifications
Product Specifications
2. Ulrich and Eppinger’sProduct Development Process
4. Concept Development Process
5. The Product Specs Process (U&E) Set Target Specifications
Based on customer needs and benchmarks
Develop metrics for each need
Set ideal and acceptable values
Refine Specifications
Based on selected concept and feasibility testing
Technical modeling
Trade-offs are critical
Reflect on the Results and the Process
Critical for ongoing improvement
8. Identifying Customer Needs Who is the “customer”?
External
Consumer, purchaser, end-user
Vendor, supplier
Internal
Everyone who touches the product or is touched by it
9. Identifying Customer Needs The process:
Gather raw data from customers
Interpret raw data in terms of customer needs
Organize needs into a hierarchy (primary, secondary, etc.)
Establish relative importance of each need
Reflect on the results and the process
10. Kano Diagram
11. Expected, Requested, and Surprising Performance
12. Establish Hierarchy, Relative Importance
13. Project Specification Steps
14. Requirements vs. Specifications Requirements
Define what the customer wants
May be subjective, qualitative, difficult to measure
Specifications
Define what will actually be delivered
Respond to: customer’s needs, organizational capabilities, technology and resource availability
Always Measurable
15. Specifications..... Precisely define the end product or result
Quantify the customer’s needs and specify the degree to which the needs will be met
Should not limit how the customer’s needs are to be addressed
Consist of:
Metric - Characteristic being measured
Value or range of values
Unit of measurement
16. Specifications are the yardstick for determining project success
17. Rules for Creating Specifications 1. Focus on the end RESULTS.
2. Do not build your ideas of how to achieve the results into the specifications.
3. Make sure that each requirement is covered.
4. Make sure that the customer’s interests are protected.
5. Make sure that your interests are protected.
18. Product Design Specifications Guidelines for developing the Product Design Specification (PDS)
(Click here for “Product Design Specifications (Pugh)” presentation)
19. The End