Combining FMEA, CP and Kano

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rkk2014

Starting to get Involved
#2
Yes, it seems, to make a sense. Thru QFD we convert Customer requirements & other requirements (Regulatory also) necessary to product requirements, then cascading to FMEAs & CP. Process Capability Indices, however tells us, how far , we are able to achieve our goal of meeting Customer requirements.
 
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Mikael

Quite Involved in Discussions
#3
Thx, "cascading"? So it is like FMEA & CP are the second step in the process to align conformance to specifications like intended? Would you say that they are part of the QFD process?

I was thinking like moving it up in the process closer to interfere with requirements and the overall definition of the product and quality tactics.
 
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Bev D

Heretical Statistician
Staff member
Super Moderator
#4
First the Kano model is about Customer Satisfaction and FMEA/CP are almost exclusively aligned to reducing Customer DIS-satisfaction. Kano's model is that a lack of defects only brings the Customer to neutral. It is the presence of other - less quantifiable - attributes that drives satisfaction, such as features and service levels.

Remember that 2x4 boards are necessary to frame a house buttery make crappy Windows. Different tools have different purposes.

Before asking about any tools, what are you trying to actually accomplish? Then select a tool that is appropriate...
 

Mikael

Quite Involved in Discussions
#5
First the Kano model is about Customer Satisfaction and FMEA/CP are almost exclusively aligned to reducing Customer DIS-satisfaction. Kano's model is that a lack of defects only brings the Customer to neutral. It is the presence of other - less quantifiable - attributes that drives satisfaction, such as features and service levels.

Remember that 2x4 boards are necessary to frame a house buttery make crappy Windows. Different tools have different purposes.

Before asking about any tools, what are you trying to actually accomplish? Then select a tool that is appropriate...
With Kano you also calculate Dissatisfaction Elimination Effect (DEE) and as one approach to integrate them I though there could be a link here?

I am looking for new ways to use/implement the Kano model.

"Kano's model is that a lack of defects only brings the Customer to neutral."
That's only true for Must Be or did I misunderstood your point? With Kano, attributes are either there or not there, defect would mean not there and lack of defect would mean it is there, right? If it is Attractive it should effect the SIE.
 
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Bev D

Heretical Statistician
Staff member
Super Moderator
#6
of course FMEA will help prevent and reduce the escape of defects to the Customer. Process Capability can help you quantify the potential defect level. So if you are using them, they will effect the Customer in the ways the Kano model depicts. So I guess I do not understand what you mean by 'combining' with the Kano model...

Again, what are you trying to accomplish? Not in terms of tool usage but in terms of improving the Customer Experience?
 
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