Step 1:Determine Customer Requirements These requirements commonly expressed in qualitative"terms and are determined by consultation in some form with the customer(Market surveys, focus sessions,customer feedback,etc). Types of Requirements: Functional Performance a Spatial Appearance/Aesthetic Time ■Cost Manufacturing/Assembly Safety Environment and Environmental Shanghai Jiao Tong University 16
Shanghai Jiao Tong University 16 Step 1: Determine Customer Requirements n These requirements commonly expressed in qualitative” terms and are determined by consultation in some form with the customer (Market surveys, focus sessions, customer feedback, etc). n Types of Requirements: n Functional Performance n Spatial n Appearance/Aesthetic n Time n Cost n Manufacturing/Assembly n Safety n Environment and Environmental
Where to Gather Data Interviewing Customers or Focus Groups. Observing the product in use. Surveying customers. ■ Searching patent and other information sources and benchmarking the competition. Shanghai Jiao Tong University 17
Shanghai Jiao Tong University 17 Where to Gather Data n Interviewing Customers or Focus Groups. n Observing the product in use. n Surveying customers. n Searching patent and other information sources and benchmarking the competition
How to Gather Data Be receptive;avoid confrontations. Express what the product has to do,not in terms of how it might do it. Set targets the machine must weigh no more than 10 Ibs). Set value curves or slopes. Express the need as an attribute of the product. Prepare interview guide to structure dialogue such that all info.is gained. Avoid the words must and should We will rank importance later). Go with the flow. Use visual stimuli and props. Suppress preconceived hypotheses about the product technology. Have customer demonstrate product and/or task related to the product. Be alert for surprises and the expression of latent needs and follow up. -Watch for nonverbal information. Shanghai Jiao Tong University 18
Shanghai Jiao Tong University 18 How to Gather Data n Be receptive; avoid confrontations. n Express what the product has to do, not in terms of how it might do it. n Set targets ( the machine must weigh no more than 10 lbs). n Set value curves or slopes. n Express the need as an attribute of the product. n Prepare interview guide to structure dialogue such that all info. is gained. n Avoid the words must and should ( We will rank importance later). n Go with the flow. n Use visual stimuli and props. n Suppress preconceived hypotheses about the product technology. n Have customer demonstrate product and/or task related to the product. n Be alert for surprises and the expression of latent needs and follow up. n Watch for nonverbal information
QFD Structure 6.Cross correlate specifications 4.Engineering specifications sjuewelinbel Jewoisn' 5.Correlation matrix for requirements specifications 7.Specification targets Shanghai Jiao Tong University 19
Shanghai Jiao Tong University 19 QFD Structure 6. Cross correlate specifications 5. Correlation matrix for requirements & specifications 4. Engineering specifications 7. Specification targets 2. Weights for requirements 1. Customer requirements 3. Benchmark evaluations
Customer Requirements Weight Customer Requirements easy to close from outside stays open on a hill doesn't leak in rain Shanghai Jiao Tong University 20
Shanghai Jiao Tong University 20 Customer Requirements