Customer Requirement and Engineering Characteristics 2.1 Customer Requirement and its Important Customer requirement refer to the needs or feedback of the customers to a certain product. It related to the design specification and the engineering characteristic of the product. In the same time, customers play an important role in the product design and development because whenever we satisfied the customers need, we achieve the goal. About the quality of the product, it is linked to the customer requirement and customer specification. Customer specification are specific, precise, detail instruction form the customer for the vendor that address characteristics related to the purchase of goods and services.
Gemba takes the general concepts of system and processes and extracts the system of processes directly involved in producing value on behalf of a customer. An organization needs to have a purpose for providing a product or service and that purpose is directly related to the customer. When an organization can clearly see the value it is adding to the customer, the organization is “Beginning with the End in Mind. By “Putting First Things First”, an organization is able to use priorities and steps for providing the product or service. These priorities and steps create a hierarchy of importance.
It is also important to design for costs and profits to understand how it will be produced and to eliminate flaws in the design through testing. The Connection When it comes to the decisions of the new product design and the production process there is a continuous interaction between them. They are directly linked together and those decisions cannot be made separately of one another. The continuous interaction means that product design is influenced by design of production process and similarly, production process design is influenced and changed by design of product. Each step is directly linked to other areas of the organizational aspects such as equipment required, the layout of the facility, and the organizational structure.
One of the key roles of KPIs is to give substance to the high level aspirations outlined in the organization’s strategic documents and in doing so to make them both more tangible to those who must make progress towards them and those whose job it is to measure this progress. Additionally, businesses can utilize KPIs to establish and monitor progress toward a variety of goals, including lean manufacturing objectives, minority business enterprise and diversity spending, environmental initiatives, cost avoidance programs and low-cost country sourcing targets. Any business can better manage supplier performance with the help of KPIs robust capabilities, which include: automated entry and approval functions; on-demand real-time scorecard measures and rework on procured inventory
• Process approach A desired result is achieved more efficiently when activities and related resources are managed as a process. • System approach to management Using a systems approach to manage their interrelated processes, and identifying and treating these processes as a system. • Continual improvement Making a commitment to continually improve overall performance. • Factual approach to decision making Making decisions are based on analysis of fac... ... middle of paper ... ...promised of experts from businesses and other organisations around the world, and is responsible for monitoring the use of the standards to decide how they can be enhanced to meet user requirements and expectations when the next revisions come around. Works Cited http://www.citeman.com/8218-what-is-the-iso-9000-series/ http://www.praxiom.com/home.htm http://www.iso.org/iso/iso_catalogue/management_and_leadership_standards/quality_management.htm http://www.bizmanualz.com/iso-9000-qms/ISO_9000_1994_series_overview.html http://ezinearticles.com/?History-of-ISO-9000&id=352833 http://www.simplyquality.org/faq_history.htm http://www.bizmanualz.com/iso-9000-qms/ISO_9000_2000.html http://www.iso.org/iso/iso_14000_essentials http://www.iso.org/iso/iso_catalogue/management_standards/quality_management/iso_9000_selection_and_use/the_future_of_the_iso_9000_family.htm
• Link the organization’s objectives to client requirement. • Communicate client needs throughout the organization • Plan, design, implement, develop, deliver and support product and services to satisfy client requirements. • Measure and monitor client satisfaction and take actions. • Determine and take actions on client feedback so that other users of that product can be satisfied. • Actively manage relationships with customers to attain success.
As a result customer-employee relationship will be established. To deliver the products and services in a way that exceeds the expectation of the customers, the organization must maintain the quality of services or products. Quality of Services is one of the major contributors in Service Management Excellence. So, the proper quality of services and products can be determined through service design and proper delivery process. To design the services, the designer also think about to develop the communication among services.
Organizations should define the quality of their product by how well it meets what the customers are expecting. It is important for an organization to effectively manage their customers so they can have a clear vision of what the customer’s desire. Customers are the people who receive the goods or services provided to them. Essentially, there are two types of customers in relation to an organization. Internal customers are the customers within an organization.
In TQM, it is about putting the customers at the center of business decisions. In order for a strategy to be customer-focused, it must reflect the voice of the customer as the customer ultimately determines the level of quality. The quality of a product is not defined only in terms of its durability, packaging, reliability, timely delivery etc., but a customer’s overall experience with the organization. 2. Total employee involvement Every member of an organization should be involved in the process of decision making in order to achieve continuous process improvement.
Conclusion Employee satisfaction depends on various factors such as organization and management structure. Organization should consider all aspects that are beneficial to the employee and hence ensuring they are catered for their benefit.