What are the benefits of the quality function deployment

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Tools and Techniques for Quality Design and Control

Question 1. Provide a concise summary of the profile case, "The Texas Nameplate Company, Inc." page 105:

Question 2. Texas Nameplate Co., highlighted in the Performance Excellence Profile in this chapter, is a small company with fewer than 50 employees and a high level of ethnic diversity. What challenges would such a firm face in implementing process design and control tools? How might it overcome these challenges?

Question 3. What is process management? What are the three types of activities that it comprises?

Question 4. Explain the four principal activities of DFSS?

Question 5. What are the benefits of the quality function deployment approach? How does it help organizations to design better products and services?

Question 6. What is Design Failure Mode and Effects Analysis (DFMEA)? Provide a simple example illustrating the concept.

Question 7. Explain the importance of design for manufacturability. What principles are evident in Lego blocks that kids and adults use to "manufacture" things?

Question 8. How does the design of a service process differ from designing a manufactured item? Explain the factors that one must consider for a good service design.

Question 9. Why is agility important in process design?

Question 10. Identify several sources of errors in your personal life. Develop some mistake-proofing ideas for eliminating them.

Question 11. Explain the concept of statistical process control. How does it support the Deming philosophy discussed in Chapter 2?

Questions for assigned case, "Customer Services Processes at Orbitz" pages 142-143:

Question 12. What aspects of Orbitz's service processes led to Mr. Paton's favorable service experience?

Question 13. Generalize the lessons learned from this example to other organizations. What challenges might organizations encounter in designing quality customer service processes?

Reflection on Chapter content:

Question 14. What questions or comments do you have about the content in Chapter 3?

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