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001 9780429023118
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008 200318s2020 nyua o 000 0 eng d
040 _aOCoLC-P
_beng
_erda
_epn
_cOCoLC-P
020 _a9780429023118
_q(electronic bk.)
020 _a0429023111
_q(electronic bk.)
020 _a9780429660276
_q(electronic bk. : Mobipocket)
020 _a0429660278
_q(electronic bk. : Mobipocket)
020 _a9780429665714
_q(electronic bk. : PDF)
020 _a0429665717
_q(electronic bk. : PDF)
020 _a9780429662997
_q(electronic bk. : EPUB)
020 _a0429662998
_q(electronic bk. : EPUB)
020 _z9780367085773
020 _z0367085771
035 _a(OCoLC)1145123483
035 _a(OCoLC-P)1145123483
050 4 _aHF5415.335
072 7 _aBUS
_x000000
_2bisacsh
072 7 _aBUS
_x053000
_2bisacsh
072 7 _aBUS
_x087000
_2bisacsh
072 7 _aKJMV5
_2bicssc
082 0 4 _a658.812
_223
100 1 _aCafaro, Paul G.,
_eauthor.
245 1 0 _aFreedom within a framework :
_bhearing the voice of the customer on the factory floor /
_cPaul G. Cafaro.
264 1 _aNew York :
_bProductivity Press,
_c2020.
300 _a1 online resource :
_billustrations (black and white).
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
520 _aFreedom Within a Framework: Hearing the Voice of the Customer on the Factory Floor (978-0-367-08577-3, K406714) Shelving Guide: Business and Management/Customer Satisfaction/Quality This book shows you how to harmonize three business functions to address customer needs by using a novel approach that combines Design for Six Sigma (DFSS) and Continuous Improvement tools. The DFSS tool used is the Quality Function Deployment (QFD) process, which is also known as the House of Quality (HOQ). Although these are techniques reserved for the design of new products, the book illustrates how the HOQ helps translate exactly what customers specifically find important about your products. In addition, if customers are experiencing issues with that product, it helps map those issues and prioritizes the Critical to Quality (CTQ) parameters. Because the HOQs tie the Voice of the Customer to CTQs, it continues to connect to the product design and ends with manufacturing process variables. This linkage makes this idea and approach unique. Stopping there may show that there is linkage between the customer and manufacturing process variables, but moving ahead, we must also connect the functions within the business that provides the product. The book helps define the key business function as three large business functions that must work as one cohesive and unified team. These functions are: commercial (sales and marketing), R&D (product properties and services), and operations (product quality). Connecting these functions involves many colleagues, and a very effective communication process among the three is vital for the success of the product and customer satisfaction. Understanding the voice of the customer is paramount--not doing so could lead to product performance issues and loss of market share. In addition, repeated customer dissatisfaction permeates internal workplace culture--employees begin to feel that they are producing products disconnected from end users' needs and wants.
588 _aOCLC-licensed vendor bibliographic record.
650 0 _aConsumer satisfaction.
650 0 _aQuality control.
650 0 _aProduction management.
650 7 _aBUSINESS & ECONOMICS / General
_2bisacsh
650 7 _aBUSINESS & ECONOMICS / Quality Control
_2bisacsh
650 7 _aBUSINESS & ECONOMICS / Production & Operations Management
_2bisacsh
856 4 0 _3Taylor & Francis
_uhttps://www.taylorfrancis.com/books/9780429023118
856 4 2 _3OCLC metadata license agreement
_uhttp://www.oclc.org/content/dam/oclc/forms/terms/vbrl-201703.pdf
999 _c127207
_d127207