Using the voice of the customer to measure Quality Critical To Quality Using the voice of the customer to measure Quality 9/17/2018 Jina Jayanetti

Translate Consumer Requirements to Part CTQ Characteristics Step 1 - Understand Consumer & Technical Requirements Step 2 - Translate Technical Requirements to Part CTQ Step 3 - Determine how capable we are of meeting requirements Understand Consumer Requirements Customer Expectations Y (Output) Define Technical Requirements Establish measurable testing method What Parts are Affected? Determine parts effected and CTQ Characteristics (How are they affected?) X’s (Input) Establish dimension of part that effect the Technical requirements (Y) Are we capable? Measure parts; establish capability, calculate Z-score Driving decisions with data, not opinion 9/17/2018 Jina Jayanetti

Critical To Quality (CTQ) Flowdown 9/17/2018 Critical To Quality (CTQ) Flowdown Voice of Customer Function Parts Dimensions Capability Match Capability vs. goal Launch 9/17/2018 Jina Jayanetti

Understand the X’s - control the Y’s Key Terms KPIV Key process input variable Associated with the X’s KPOV Key process output variable or Customer requirement Associated with the Y’s Understand the X’s - control the Y’s 9/17/2018 Jina Jayanetti

A Grate Example CTQ Flow Down In action 9/17/2018 Jina Jayanetti

CTQ Flow Down Pots should be stable on the surface Marketing Customers Sales Engineering MCS C.U. Voice of the Customer Pots should be stable on the surface Grate Fingers and Base should be flat and parallel within 0.040” Technical Requirements Part Drawings Grate and Main Top CTQ Characteristics Finger Flatness Target=0 USL=.040” Base Flatness Target=0 USL=.040” Top Flatness Target=0 USL=.040” 9/17/2018 Jina Jayanetti

Capability and Z-score Cp Answers the question “Are the specifications matched to the variation in the process?” Formula: Upper Spec - Lower Spec / 6*Std Dev Cpk Answers the question “How well does the process meet the specification?” Formula: Minimum Lower Cp & Upper Cp Lower Cp = Mean - Lower Spec / 3* Std Dev Upper Cp = Upper Spec - Mean / 3*Std Dev (Pp and Ppk are calculated the exact same way, except for the standard deviation number. They use an “inflated” standard deviation to account for changes over time.) How does this relate to Z-score? Z short term = 3 * Cpk Z long term = 3 * Ppk (or Zst - 1.5) Status - “Green” if Ppk > 1.33 (Zlt > 4.0) “Yellow” if 1.33<Ppk < 1.0 (4.0 < Zlt < 3.0) “Red” if Ppk < 1.0 (Zlt < 3.0) 9/17/2018 Jina Jayanetti

Scorecard Inputs Data Type Codes: A=Expert Opinion B=Similar Process C=Existing Part D=1st Shot from Tooling E=PPAP F=Production Part 9/17/2018 Jina Jayanetti

Scorecard Calculations Supplier Part Number Critical Characteristic Cpk Ppk ZLT Status Action PI 7512P123-60 Grate Dimension Finger Flatness 2.22 1.37 4.10 Green Review with Supplier; investigate Dimension Base Flatness 0.74 0.11 0.34 Red opportunities to reduce variation. Status - Green if Zlt>=4.0 Yellow if 4.0<Zlt < 3.0 Red if Zlt < 3.0 2 308,537 3 66,807 4 6,210 5 233 6 3.4 Z PPM Process Capability Defects per Million Opportunity 9/17/2018 Jina Jayanetti

Critical To Quality Flowdown (CTQ) Pugh Concept Selection CTQ Flowdown QFD Concept Design Design FMEA Measurement Systems Analysis Capability Assessment Statistical Tolerancing Design for Manufacture Hypothesis Testing Design of Experiments Response Surface Methods Robust Design Techniques Process Mapping Process FMEA Control Plans Multi-Vari Studies Empirical Tolerancing Reliability Assessment Process Control Methods Total Product Delivery (TPD) Concept to Consumer Gate Review Product Innovation Process (PIP) Changes from Other Areas Product Change Request (PCR) Concept Generation Feasibility Development & Implementation Volume Production Transition Marketing Introduction Process (MIP) Product Development Process (PDP) Critical To Quality Flowdown (CTQ) Design for Six Sigma Tools QFD / CTQ Flowdown Translate VOC into Technical Requirements Identify the Critical Characteristics that contribute to the Technical requirements Measure Process Capability for each Critical Characteristic Compare Capability (Ppk) to Cp and determine status Critical Characteristics verified and control plans/data collection plans developed Critical Characteristics verified with production data and control plans/data collection plans in place Identify Voice of the customer Look for knowledge of technical requirements (collect tribal knowledge) 9/17/2018 Jina Jayanetti

CTQ What it is, What it is Not Brings disciplined approach to a Quality score card that measures quality prior to product launch Identifies quality issues What it is not Does not correct quality issues A replacement of sound technical judgment. A replacement of sound financial discipline. 9/17/2018 Jina Jayanetti

Current product drawings require deeper detail specifications. Key Findings Current product drawings require deeper detail specifications. Beginning of the learning curve on process capability and control. Create a closer relationship with departments that provide VOC information. 9/17/2018 Jina Jayanetti