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Based on: Industry Standards and Best Practices

Languages: English

Sample Transcript

To ensure that a manufacturing process produces consistent products, the inputs of that process must be consistent. Inputs include the raw materials, settings, and procedures used to make the product. For pizza-making, examples of inputs include the ingredients used, such as the amount of dough, sauce, cheese, and pepperoni. If the amounts of individual inputs are not consistent, the final product may not be consistent. For example, the overall pizza weight may vary and the customer's expectations may not be met. By standardizing the process and creating an exact recipe for the pizza-making procedure, the pizzas are more likely to have a consistent weight, increasing the likelihood of meeting customer expectations.

Meeting Customer Expectations

Training Time: 18 minutes

Meeting the needs and expectations of the customer is important in any successful product design. Waste, products with inconsistent-quality, and even a poor company reputation can lead to not meeting customer expectations. This course focuses on ways to discover the needs and expectations of the customer, the different categories of product features, and the importance of following established production procedures.

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Training Content + Interactive Quizzes
Picture of meeting customer expectations.

Bonus features are features that aren't required, but add value and increase satisfaction.

Picture of meeting customer expectations.

To produce consistent products, the inputs (raw materials) of the process must be consistent in a manufacturing process.

Picture of meeting customer expectations.

Proccesses are established to produce consistent-quality products. Changing the established process results in less consistency.

Learning Objectives

  • Define customer expectations
  • Define required features
  • Define unimportant features
  • Define bonus features
  • Describe standardizing process settings
  • Describe how to follow established procedures
  • Describe brand perception
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Meeting Customer Expectations FAQs

What are some ways to learn about customer needs and expectations?
Product testing, market research, focus groups, polls and surveys, and direct customer feedback.

What is lean manufacturing?
A manufacturing philosophy that focuses on creating value and eliminating waste.

What is a process control chart?
A chart used to graphically track and analyze the results of a process. They provide a way to see if a process is within the required operating range, and they also make it easier to troubleshoot problems and make improvements.

How can a production facility achieve consistency?
By standardizing processes and tracking and analyzing process results.

What is brand perception?
The beliefs that customers have about a brand, including perceptions based on issues not directly related to product features.

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