lecture #16 prof. john w. sutherland february 17, 2006
TRANSCRIPT
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
Lectu
re #
16
Pro
f. J
oh
n W
. S
uth
erl
an
d
Feb
ruary
17, 2006
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
Qu
ali
ty D
esig
n
�Q
ua
lity
Fu
nc
tio
n D
ep
loym
en
t (Q
FD
)�
De
velo
ped
in
Jap
an
to
pro
vid
e c
usto
mer
inp
ut
at
the p
rod
uct
desig
n s
tag
e�
Us
es a
ma
trix
, re
ferr
ed
to
as a
“h
ou
se o
f q
uality
”,
that
rela
tes c
usto
me
r att
rib
ute
s t
o e
ng
ineeri
ng
ch
ara
cte
risti
cs.
�C
an
use t
o f
ind
th
e f
eatu
res o
f th
e s
erv
ice
p
roces
s
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
QF
D e
xa
mp
le f
or
Vil
lag
e V
olv
o
�V
illa
ge V
olv
o –
ind
ep
en
den
t au
to
serv
ice g
ara
ge t
hat
sp
ecia
lizes in
Vo
lvo
au
to m
ain
ten
an
ce a
nd
co
mp
ete
s w
ith
V
olv
o d
eale
rs f
or
cu
sto
mers
.
�V
V h
as d
ecid
ed
to
assess its
serv
ice
delivery
syste
m in
co
mp
ari
so
n w
ith
th
at
of
the d
eale
r to
dete
rmin
e a
reas f
or
imp
rovin
g its
co
mp
eti
tive p
osit
ion
.
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
QF
D e
xa
mp
le f
or
Vil
lag
e V
olv
o
�E
sta
blish
th
e a
im o
f th
e p
roje
ct
�A
ssess V
V’s
co
mp
eti
tive p
osit
ion
�D
ete
rmin
e c
usto
mer
exp
ecta
tio
ns
�T
he t
arg
et
cu
sto
mer
gro
up
is V
olv
o
ow
ners
wit
h n
on
-ro
uti
ne r
ep
air
s.
Cu
sto
mer
exp
ecta
tio
ns c
ou
ld b
e
so
licit
ed
by in
terv
iew
s,
qu
esti
on
nair
es, etc
.
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
QF
D e
xa
mp
le f
or
Vil
lag
e V
olv
o
�D
escri
be e
lem
en
ts o
f th
e s
erv
ice
�C
olu
mn
s o
f th
e h
ou
se a
re t
he s
erv
ice
ele
men
ts t
hat
man
ag
em
en
t can
m
an
ipu
late
to
sati
sfy
cu
sto
mer
exp
ecta
tio
ns, fo
r th
is e
xam
ple
we’v
e
sele
cte
d:
train
ing
, att
itu
des, cap
acit
y,
info
rmati
on
an
d e
qu
ipm
en
t.
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
QF
D e
xa
mp
le f
or
Vil
lag
e V
olv
o
�N
ote
th
e s
tren
gth
of
rela
tio
nsh
ip
betw
een
th
e s
erv
ice e
lem
en
ts�
“R
oo
f”o
f th
e h
ou
se p
rovid
es a
n
op
po
rtu
nit
y t
o n
ote
th
e s
tren
gth
of
co
rrela
tio
n b
etw
een
pair
s o
f serv
ice
ele
men
ts�
3 levels
no
ted
:•
Str
on
g,
me
diu
m a
nd
we
ak
•A
no
the
r a
lte
rna
tiv
e (
SP
, P
, 0
, N
, S
N)
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
QF
D e
xa
mp
le f
or
Vil
lag
e V
olv
o
�N
ote
th
e a
sso
cia
tio
n b
etw
een
cu
sto
mer
exp
ecta
tio
ns a
nd
serv
ice
ele
men
ts�
Th
e “
bo
dy”
of
the m
atr
ix c
on
tain
s
nu
mb
ers
betw
een
0 a
nd
9 (
9
ind
icati
ng
a v
ery
str
on
g lin
k)
to
ind
icate
th
e s
tren
gth
of
the lin
k
betw
een
a s
erv
ice e
lem
en
t an
d a
co
rresp
on
din
g c
usto
mer
exp
ecta
tio
n
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
QF
D e
xa
mp
le f
or
Vil
lag
e V
olv
o
�W
eig
hti
ng
th
e s
erv
ice e
lem
en
ts�
Me
as
ure
s i
mp
ort
an
ce
of
cu
sto
me
r’s
a
ss
es
sm
en
t o
f th
e s
erv
ice
ele
me
nt.
�“C
him
ne
y”
lis
ts r
ela
tiv
e im
po
rta
nc
e o
f e
ac
h c
us
tom
er
ex
pe
cta
tio
n�
We
igh
ts o
n s
ca
le o
f 1
-9 –
imp
ort
an
ce
th
at
cu
sto
me
rs p
lac
e o
n e
ac
h e
xp
ec
tati
on
an
d
co
uld
be
de
term
ine
d b
y a
cu
sto
me
r s
urv
ey.
�R
ela
tiv
e i
mp
ort
an
ce
: W
eig
ht
mu
ltip
lie
d b
y
str
en
gth
in
bo
dy o
f m
atr
ix (
for
se
rvic
e
ele
me
nt)
–s
um
th
es
e t
o a
ch
iev
e s
co
re
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
QF
D e
xa
mp
le f
or
Vil
lag
e V
olv
o
�S
erv
ice e
lem
en
t im
pro
vem
en
t d
iffi
cu
lty r
an
k�
In t
he “
basem
en
t”o
f th
e h
ou
se is a
ra
nkin
g f
or
the d
iffi
cu
lty o
f im
pro
vin
g
each
serv
ice e
lem
en
t, w
ith
a r
an
k o
f 1 b
ein
g t
he m
ost
dif
ficu
lt
�E
lem
en
ts t
hat
req
uir
e larg
e c
ap
ital
investm
en
ts h
ave h
igh
dif
ficu
lty.
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
QF
D e
xa
mp
le f
or
Vil
lag
e V
olv
o
�A
ssessm
en
t o
f co
mp
leti
on
�A
stu
dy o
f th
e V
olv
o d
ea
ler
is m
ad
e t
o
as
se
ss
cu
sto
me
rs’
pe
rce
pti
on
s o
f s
erv
ice
a
t th
e d
ea
ler
co
mp
are
d w
ith
th
at
at
VV
.�
Th
e r
es
ult
of
a c
us
tom
er
su
rve
y u
sin
g a
fi
ve
-po
int
sc
ale
is p
lott
ed
to
th
e r
igh
t o
f th
e m
atr
ix�
Ba
se
d o
n k
no
wle
dg
e o
f th
e d
ea
ler,
a
rela
tiv
e c
om
pa
ris
on
of
the
le
ve
l o
f e
ac
h
se
rvic
e e
lem
en
t is
plo
tte
d a
t th
e b
ott
om
of
the
ma
trix
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
QF
D e
xa
mp
le f
or
Vil
lag
e V
olv
o
�S
tra
teg
ic a
ss
es
sm
en
t a
nd
go
al
se
ttin
g�
Str
en
gth
s a
nd
weakn
ess
es o
f V
V (
rela
tive t
o
deale
r) e
vid
en
t fr
om
co
mp
lete
d h
ou
se o
f q
uality
�E
xc
ep
t fo
r re
sp
on
siv
en
es
s,
vie
wed
favo
rab
ly b
y
cu
sto
mers
�A
ttit
ud
es a
nd
in
form
ati
on
–V
V l
oo
ks g
oo
d –
perh
ap
s a
pro
ble
m w
ith
cap
acit
y,
train
ing
, an
d
eq
uip
men
t
�T
he h
igh
weig
hte
d s
co
re g
ive
n t
o t
rain
ing
su
gg
ests
th
at
a f
irst
pri
ori
ty i
s t
o in
vest
in
train
ing
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
QF
D e
xa
mp
le f
or
Vil
lag
e V
olv
o
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
Fro
m L
ast
Tim
e…
Cu
sto
mer
Req
uir
em
en
ts
Deli
very
1. Q
FD
3.
SP
C2.
DO
E
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
Ro
le o
f D
OE
in
Des
ign
�T
esti
ng
vs. E
xp
eri
men
tati
on
�D
OE
used
fo
r p
ara
mete
r sele
cti
on
at
the p
rod
uct
an
d p
rocess d
esig
n s
tag
e
�T
he o
bje
cti
ve is t
o:
�E
xp
eri
me
nt
wit
h v
ari
ou
s c
om
bin
ati
on
s o
f
the
im
po
rta
nt
de
sig
n p
ara
me
ters
fo
r th
e
pu
rpo
se
of
ide
nti
fyin
g t
he
pa
rtic
ula
r c
om
bin
ati
on
(s)
tha
t o
pti
miz
e c
ert
ain
d
es
ign
cri
teri
a o
r p
erf
orm
an
ce
me
as
ure
s
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
DO
E e
xa
mp
le
�S
up
po
se w
e w
an
t to
co
ntr
ol th
e t
ime
that
a w
ork
er
takes t
o p
rep
are
a
san
dw
ich
at
Su
bw
ay
�W
e s
tud
y b
y a
sim
ple
exp
eri
men
t –
role
o
f tw
o v
ari
ab
les o
n p
rep
tim
e�
Exp
eri
men
t re
su
lts s
ho
wn
in
th
e
follo
win
g f
igu
re, w
here
th
e p
oin
ts o
n
the s
qu
are
co
rresp
on
d t
o t
he f
ou
r te
st
co
nd
itio
ns e
xam
ined
.
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
DO
E e
xa
mp
leE
venin
g s
hift
3.5
min
4.2
min
Shift
Control Variable 2
Aft
ern
oo
n s
hift
3.3
min
4.2
min
Kevin
Mik
eW
ork
er
Con
trol V
aria
ble
1
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
DO
E e
xa
mp
le
�E
ach
tim
e r
esp
on
se is t
he a
vera
ge o
f 25 c
on
secu
tive s
erv
ice o
utc
om
es
�R
esu
lts o
f exp
eri
men
t in
dic
ate
th
at
by
man
ipu
lati
ng
co
ntr
ol vari
ab
le 1
we c
an
co
ntr
ol th
e s
erv
ice t
ime
�C
on
tro
l vari
ab
le 2
seem
s t
o h
ave lit
tle
to d
o w
ith
serv
ice t
ime, o
n a
vera
ge
�W
e c
an
set
it (
or
vary
it)
ho
wever
we
wis
h a
nd
no
thin
g w
ill h
ap
pen
to
serv
ice
tim
e
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
DO
E e
xa
mp
le
�N
ow
su
pp
os
e t
hat
we m
ake a
tim
e
plo
t o
f th
e 2
5 c
on
secu
tive s
erv
ice
tim
es
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
DO
E e
xa
mp
le
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
DO
E e
xa
mp
le
Eve
nin
g s
hift
3.5
min
4.2
min
Shift
Control Variable 2
Aft
ern
oo
n s
hift
3.3
min
4.2
min
Kevin
Mik
eW
ork
er
Co
ntr
ol V
ari
ab
le 1
Service Time
Service Time Service Time
Service Time
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
DO
E e
xa
mp
le
�A
lth
ou
gh
vari
ab
le 2
do
es n
ot
aff
ect
the
serv
ice t
ime o
n t
he a
vera
ge, it
do
es
ap
pear
to a
ffect
the v
ari
ati
on
in
serv
ice
tim
e�
Th
e r
esu
lts o
f th
e e
xp
eri
men
t seem
to
b
e t
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s:
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o c
on
tro
l th
e a
ve
rag
e s
erv
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tim
e –
ma
nip
ula
te v
ari
ab
le 1
�H
igh
le
ve
l fo
r v
ari
ab
le 2
(e
ve
nin
g s
hif
t) h
as
le
ss
va
ria
tio
n –
ne
ed
to
un
de
rsta
nd
wh
y –
wh
at
is t
he
re
as
on
fo
r th
is b
eh
av
ior?
?
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
Last
bu
t n
ot
least…
Cu
sto
mer
Req
uir
em
en
ts
Deli
very
1. Q
FD
3.
SP
C2.
DO
E
©Jo
hn
W. S
uth
erla
nd
Serv
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rocesses &
Syste
ms
Dep
t. o
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ech
an
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ng
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ng
ineeri
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Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
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ity
Sta
tis
tical
Pro
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s C
on
tro
l
�W
ith
SP
C, w
e a
re c
on
cern
ed
ab
ou
t th
e
op
era
tio
n o
f th
e s
erv
ice p
rocess.
�Is
th
e p
rocess s
tab
le, co
nsis
ten
t, e
tc.?
Ju
st
co
mm
on
cau
ses?
Or,
are
sp
ecia
l cau
ses p
resen
t?
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
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ng
ineeri
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Mech
an
ics
Mic
hig
an
Tech
no
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Co
ntr
ol
Ch
art
s –
Sp
ecia
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au
ses
�C
irc
le t
he
po
ints
th
at
are
"s
tati
sti
ca
l s
ign
als
" –
sp
ec
ial
ca
us
es
are
pre
se
nt
-p
roc
es
s n
ot
rou
tin
e
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
Co
ntr
ol C
hart
s –
On
ly C
om
mo
n C
au
ses
©Jo
hn
W. S
uth
erla
nd
Serv
ice P
rocesses &
Syste
ms
Dep
t. o
f M
ech
an
ical E
ng
ineeri
ng
-E
ng
ineeri
ng
Mech
an
ics
Mic
hig
an
Tech
no
log
ical
Un
ivers
ity
Res
po
nd
ing
to
CC
Res
ult
s
Pro
ces
s I
n
Co
ntr
ol?
C
us
tom
ers
S
ati
sfi
ed
?
Ac
tio
n
N
N
Spe
cia
l C
ause
s –
Id
entify
ro
ot
cau
se o
f lo
cal fa
ult
Y
N
Co
mm
on
Ca
uses O
nly
–
Syste
m c
ha
ng
e n
ee
de
d
N
Y
Spe
cia
l C
ause
s –
Id
entify
ro
ot
cause o
f lo
ca
l fa
ult –
it's
ro
bbin
g u
s!
Y
Y
Co
mm
on
Ca
uses O
nly
–
Sp
en
d t
ime
on
oth
er
pro
cesses f
or
no
w