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Section IV, Define- Teams and Customers

Section IV, Define- Teams and Customers. Maslow’s Heiarchy. IV-23. Quality Function Deployment. Key Steps in Constructing the First House of Quality: Customer requirements (“ whats ”) are brainstormed, validated, and prioritized.

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Section IV, Define- Teams and Customers

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  1. Section IV, Define- Teams and Customers

  2. Maslow’s Heiarchy IV-23

  3. Quality Function Deployment • Key Steps in Constructing the First House of Quality: • Customer requirements (“whats”) are brainstormed, validated, and prioritized. • Design requirements (“hows”) are brainstormed and analyzed. • Each customer requirement is compared to each design requirement and the strength of each relationship is determined. • After completing a few simple calculations, customer requirements and design requirements are readily prioritized. IV-29

  4. IPO Relationship Matrix Example From Air Academy Associates • Suppose our family is trying to decide where to go on vacation. • The critical to customer “outputs” (with priority rating) are • Low cost (8) • Lots of different things to do (10) • Educational experience (6) • Offer Escape from Reality (9) • Our family brainstorms the following vacation options “inputs”: • Disneyland, New York City, Colonial Williamsburg, Uncle Joe’s in Bowling Green Ohio • As a class, discuss and complete the IPO matrix *Input/Output relationships can be rated as: Strong: 9 Moderate: 3 Weak: 1 Nonexistent: Blank or 0 IV-30

  5. Denial Acceptance Anger Emotional Level Bargaining Exploration Depression Time Reactions to Change • What reactions do you expect to see from implementing changes? • How will you deal with them? Q X A = E (Quality of your Solution) X (Acceptance) = Effectiveness IV-47

  6. Dealing With Resistance to Change IV-47

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