Laboratorio Nº02

QUALITY SPREADSHEETS

1. Objetivos
 Elaborar una matriz: Customer Needs
 Elaborar una matriz: Product Specifications
2. Materiales y/ Métodos
 Laboratorio de Cómputo
 Microsoft Office Visio
3. Procedimiento

Each of the planning spreadsheets has four elements (as seen in figure):
what, how, how much, and effect.

What is defined and planned for at the beginning of the process. In figure 3,
a customer-needs spreadsheet is used to document the needs that must be
satisfied in order to delight the customers—in this case, the parent and
student. This partial spreadsheet example shows some of the needs the
parent and student might have with respect to a college-student credit card.
 How will satisfy the “what.” For the customer needs spreadsheet, the “how”
comprises the needs that must be met to delight the customer: i.e., easy to
change credit limit, accepted on campus, and accepted off campus.
How much is the specific measureable goal for each of the "how’s” needs—
in this case, the quantitative critical-to-quality (CTQ) metric for each
customer’s needs.
The fourth element is the effect that each “how” and “how much” will have
on each “what.” For the customer needs spreadsheet, the effect is the
relative importance that each need has for each customer.

4. Resultados
Presentar las 2 matrices solicitadas, referidas a la información elaborada en
el anterior laboratorio.

5. Conclusiones / Discusiones
Concluir sobre la importancia de las actividades realizadas en la realización
de un producto

6. Bibliografía
Juran, J. M.; Manual de la Calidad; 2000; New York, McGraw-Hill.