Slide 26 of 241

Some aspects are not always abundantly clear. Let’s take a look at Team Experience under Voice of the Customer. This has little to do with team experience as one might expect from the title, but rather is a list of information sources.

I earlier referred to ‘Laundry Lists’ - this is an example. Why? Because is the expectation is that each company look at this list and determine which of these is appropriate for their product. Not every company will be able to obtain information from ‘fleet’ operators, for example (1.1.3 Team Experience, page 9, “Fleet Operator’s comments”). But if you do have access to fleet information you’re supposed to utilize it! This said, it is true that each company will have, as a minimum, a sub-set of the information resources listed to draw upon. For example, every company will have customer letters and suggestions (1.1.3 Team Experience, page 8, “Customer letters and suggestions”). If not actual letters, e-mail or other customer ‘input’/feedback.

It should also be pointed out that some companies have information resources that fit the category (will provide information relative to the intent of gaining insight on the Voice of the Customer) which may not specifically be on the list. Exclusion from the ‘laundry list’ does not negate the importance of such inputs and the expectation that you use them.

Phase 1 Inputs

• Voice of the Customer

  Market Research
  
  Historical Warranty and Quality Information
  Team Experience

• Business Plan and Marketing Strategy

• Product/Process Benchmark Data

• Product/Process Assumptions

• Product Reliability Studies

• Customer Inputs

• Service

	The Deming PDCA Cycle	QMS Implementation	FMEA Information	APQP Information
Auditing Information	8-D Problem Solving	Statistics	Error Proofing (Poka Yoke)	Brainstorming
Identifying Waste	Pull Systems	Lead Time Reduction	Planned Maintenance	Quick Setup
Discovering Change	Process Capability - Cp vs. Cpk	Histogram Animation	Process Loop Animation	Taguchi Loss Function
		Fishbone / Cause and Effects Animation

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