Collecting Customer

Information (10minutes)
• What Does Customer Really Want ?
• What Are Customer’s Expectations ?
• What Can Design Team Do To Achieve
Customer Satisfaction?
Produce a House of Quality
Technical Correlations

Technical Response
(Substitute Quality
Characteristics)

Customer Needs
and Benefits Planning Matrix

Technical Matrix
Technical Response Priorities
Relationships Competitive Technical Benchmarks
Technical Targets
WHATS:
Step 1: Determine Customer
Requirements/Constraints

1 - 3 - 5
Low Cost
Superior Performance
High Reliability
Readily Maintainable
Flight Safe
High Pilot Confidence
Distinctive
Lower Power Consumption

5
3
M 3
I
1
N
S
IMPORTANCE:
Prioritize Customer
Requirements

1 - 3 - 5
Low Cost 8
Superior Performance 6
High Reliability 10
Readily Maintainable 9
Flight Safe 10
High Pilot Confidence 5
Distinctive 6
Lower Power Consumption 3

5
2
M 3
I
1
N
S
"Hows”
Step 2: Determine Design
Requirement

# of Ops Modes

# Mech Attmts
Thermal Dispsn

Laser Protect
Redundancy

Part MTBF
Brightness
Contrast
1 - 3 - 5
Low Cost 8
Superior Performance 6
High Reliability 10
Readily Maintainable 9
Flight Safe 10
High Pilot Confidence 5
Distinctive 6
Lower Power Consumption 3

5
5
M 3
I
1
N
S
Interrelationships
Step 3: Rate the
Relationship Matrix
STRONG POSITIVE

# of Ops Modes
MEDIUM POSITIVE

# Mech Attmts
Thermal Dispsn

Laser Protect
WEAK

Redundancy

Part MTBF
Brightness
Contrast
1 - 3 - 5
Low Cost 8
Superior Performance 6
High Reliability 10
Readily Maintainable 9
Flight Safe 10
High Pilot Confidence 5
Distinctive 6
Lower Power Consumption 3

5
7
M 3
I
1
N
S
“Roof” How versus How
Step 4: Compare the Design
Principle
STRONG POSITIVE
MEDIUM POSITIVE

# Mech Attmts
Thermal Dispsn

Thermal Dispsn
Thermal Dispsn

Redundancy
WEAK

Redundancy

Part MTBF
Contrast
MEDIUM NEGATIVE
STRONG NEGATIVE
1 - 3 - 5
Low Cost 8
Superior Performance 6
High Reliability 10
Readily Maintainable 9
Flight Safe 10
High Pilot Confidence 5
Distinctive 6
Lower Power Consumption 3

5
5
M 3
I
1
N
S
CUSTOMER PERCEPTION:
Step 5: Put Competitive
Benchmarking

# Mech Attmts
Thermal Dispsn

Thermal Dispsn
Thermal Dispsn

Redundancy
Redundancy

Part MTBF
Contrast
1 - 3 - 5
Low Cost 8
Superior Performance 6
High Reliability 10
Readily Maintainable 9
Flight Safe 10
High Pilot Confidence 5
Distinctive 6
Lower Power Consumption 3

5
5
M 3
I
1
N
S
 Relative
Weight # X

Freeze Resistance
Dr Cls Effort O/S
Dr Opn Effort I/S

Lock/Unlck Time
Stat Hld Opn Frc

Grp Frc to Crnk

Reach Distance
STRONG 9

Cycle Time
MEDIUM 3
WEAK 1

1 - 3 - 5
Easy Close From Outside 8
and Close
Window Easy To

Easy Open From Inside 6

Operates Open

Stays Open in Check Pos 10

Crank Easy to Reach 9
10
Easily

Crank Easy to Grasp/Hld

Operates Rapidly 5
6
Unlock

Key Operates Easily

Easily
Lock/

3
Doesn’t Freeze
Relative Weight

126

117
108
54

98

62

33
45
2 9X8=72 5

M 1X6=6 Competitive Benchmark

I 3X10=30
N Total=108 1

S Target Values
HOW MUCH
Step 6: Translate Customer Requirements into
Measurable Engineering Specifications and
define target values

# of Ops Modes

# Mech Attmts
Thermal Dispsn

Laser Protect
Redundancy

Part MTBF
Brightness
Contrast
1 - 3 - 5
Low Cost 8
Superior Performance 6
High Reliability 10
Readily Maintainable 9
Flight Safe 10
High Pilot Confidence 5
Distinctive 6
Lower Power Consumption 3

201
278
324

118
123

105
Relative Weight

99

83
5
5
M 3
Competitive
I Benchmark 1
N
6 W

CO2

7ftlb
3000
50%
C/R

S
13

TS
Target Values
 Competitive
Benchmarking
STRONG POSITIVE

# of Ops Modes
MEDIUM POSITIVE

# Mech Attmts
Thermal Dispsn

Laser Protect
WEAK

Redundancy

Part MTBF
Brightness
Contrast
1 - 3 - 5
Low Cost 8
Superior Performance 6
High Reliability 10
Readily Maintainable 9
Flight Safe 10
High Pilot Confidence 5
Distinctive 6
Lower Power Consumption 3

201
278
324

118
123

105
Relative Weight

99

83
5
5
M 3
Competitive
I Benchmark 1
N
 Analyze and
6 W

CO2

7ftlb
3000
50%
C/R

S
13

TS
Target Values diagnose