Cht lng trong thit k sn phm

Dang Phi Van Hai 2012

Cht lng sn phm

THIT K

TNH PH HP

Cht lng thit k: Tnh hu dng i vi ngi dng Tnh ph hp: L mc ca cht lng thit k t c trong qu trnh thit k, sn xut, dch v v s dng

Cht lng sn phm

Bn thnh phn c bn ca cht lng sn phm: Thit k Ph hp Dch v Hu mi

Cht lng sn phm

Thit k: Ton b nhng c im ca sn phm tha nhu cu khch hng Ph hp: Nhng c im ph hp ca sn phm theo chun mc do thit k sn phm quy nh v theo cc tiu chun k thut c to trong qu trnh sn xut, vn chuyn v dch v

Cht lng sn phm

Dch v: Nhng c im ca sn phm h tr khch hng trong khi mua sm sn phm

Ph hp: Nhng c im ca sn phm h tr cho vic s dng sn phm ca khch hng

Cht lng thit k vs tnh ph hp

Cht lng thit k vs tnh ph hp

Cht lng thit k tng: Gi tr tng v chi ph c th tng Tnh ph hp ca sn phm tng: Gi tr tng v chi ph gim

Chin lc ci tin cht lng sp

ci tin cht lng tng th:

Quality Function Deployment (QFD) Design for X

Cht lng sp theo Garvin

Chc nng: c tnh chc nng c bn ca sp c im: im khc bit a vo sp

tin cy: Xc sut sn phm hot ng nh d kin trong thit k trong khong thi gian nht nh
Hp chun: Mc sn phm t c mt tiu chun cht lng c nh trc

Cht lng sp theo Garvin

bn: Thi gian hot ng ca sn phm cho ti khi c thay th/sa cha

Tnh dch v: Mc d dng trong sa cha, tc sa cha, s lch thip v s kho lo ca th sa cha,... Thm m: hnh dng, mu sc, mi v, m thanh,... ca sn phm
Cc nhn thc ch quan khc: Tn hiu, hiu qu qung co, tnh thi trang,...

Cht lng sp theo N.Kano

Satisfaction
Exciters (unspoken) Performance Wants (revealed)

Functionality

Basic Expectations (unspoken)

Cht lng sp theo N.Kano

Mc 1: Khng sai st, khng c than phin t khch hng Mc 2: bn lu Mc 3: Chc nng bo m hiu qu v hot ng tt Mc 4: tin cy v tnh bo tr cao Mc 5: Nng lc lm vic trong nhng iu kin khc nhau ca mi trng Mc 6: Chc nng mi hp dn khch hng Mc 7: c trng tm sinh l (cc gic quan, tnh cm, tinh thn) ph hp vi ngi s dng

nh gi nhu cu KH v cht lng

Nhu cu khch hng: l bin m t hnh vi ca khch hng i vi mt sn phm hay dch v, bao gm: Nhu cu Mong mun S hi lng Nhn thc

nh gi nhu cu KH v cht lng

Nhu cu:
SelfActualization

Esteem Needs Social Needs Safety&Security Needs

Physiological Needs

nh gi nhu cu KH v cht lng

Mong mun: c 3 mc

Ti thiu: phm cht c bn m sp phi c Chung: Gm nhng c tnh khi c cht lng cao hn s lm hi lng khch hng hn nhng mc tng nh v trong khong thi gian ngn c bit: c im c th lm khch hng vui thch, ngc nhin v tha mn

nh gi nhu cu KH v cht lng

S hi lng: Mc khch hng tin rng mong mun ca mnh c tha mn hay vt qu. Mong mun l yu t c bn quyt nh s hi lng

Nhn thc: n tng ca khch hng v sn phm. Sau khi KH la chn, t chc v din dch thng tin v SP

nh gi nhu cu KH v cht lng

Thu thp thng tin khch hng:

Phng vn: bng cu hi hay trc tip Nhm tp trung ( focus group) Quan st khch hng s dng:

Ai l ngi s dng Cng dng chnh ca my l g? Qu trnh s dng t lc bt u n khi hon tt. Ngi thc hin thao tc g? My thc hin thao tc g? Khi no c hai cng thao tc? Mi trng tc ng nh th no? M rng: vic g cn lm trc khi quyt nh mua sn phm, trong khi mua v ci t, lp rp, s dng xong, h hng, sa cha v loi b

nh gi nhu cu KH v cht lng

Phng vn nhm tp trung (focus group):

Thng nhm khong 50 ngi: lead user v nhn vin cng ty nh gi tnh cnh tranh ca sn phm Nhng c im quan trng ca sn phm v mc quan trng

nh gi nhu cu KH v cht lng

Phng php thc hin focus group:

a KH xem danh sch sn phm Yu cu cho im theo thang 100 v mc quan trng Ly im trung bnh ton nhm khch hng lm im quan trng tuyt i Dng lut 80-20 loi b c im t quan trng Tnh im quan trng tng i Yu cu KH nh gi tnh cnh tranh ca sn phm theo tng c im v cho im theo thang 100 a im cnh tranh v im quan trng tng i vo bng nh gi a im vo s xc nh c tnh cht lng cn ci tin

nh gi nhu cu KH v cht lng

nh gi nhu cu KH v cht lng