At the end of this module, you will be able to:
- 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
The following key questions are answered in this module:
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.
Below is a transcript of the video sample provided for this module:
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.
Use the additional resources and links below to learn more about this topic: