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IE-673 Total Quality Management

Spring Semester 2007

Assignment #2 – Quality Function Deployment Method, Using Our CORA   Software Tool

Name: Hoai Van Nguyen

Date: 03/16/07

E-Learning Pack ID number: IE673-Spring 2007-27-12

Class: Live

Virtual Company: Advance Packaging and Tracking (APT)

 

Contents:

 

1-Introduction and Objective

2-Methodologies

3-Main body of the project

4-Summary

5-Further work need / proposed

6-Reference and Bibliography

 

1-Introduction and objective of the project

Increasing competition in today market is forcing companies to pay much more attention to satisfying customers because customer is a fundamental goal of every business.  This can increase customer retention, loyalty, revenue, and profits. They can also provide valuable insights into new products or services your customers want, putting you ahead of the competition. Equally important, customer feedback indicates what is most important to customers, so that the company can focus on meeting customers’ needs in those areas.

 

The following method will be applied to quantify and measure the customer satisfaction:

 

Component Oriented Requirements Analysis (CORA)

Quality Function Deployment Method (QFD)

 

2-Methodologies

Component Oriented Requirements Analysis (CORA) method was developed by Professor Paul G. Ranky, Ph.D., New Jersey Institute of Technology.  CORA method is a matrix-based and it represents a systematic, customizable method, based on QFD (Quality Function Deployment) and other methods, to analyze product/ process, TQM / TQC needs.  CORA is an iterative technique that promotes systematic engineering team thinking when a new process and/or product, or system design is developed.

 

CORA matrix-based spread sheet, contains the following: customer requirements are located on the left hand side.  These requirements will be rated from 1 to 5, where 5 is the most important to the customers.  Engineering Solutions which located on the top of the matrix spread sheet are created to satisfy customer requirements.  Engineering Solutions will be used correlation values such as 1(low), 3(medium) and 9(high correlation).  These correlation values will be entered into the matrix spread sheet to respond to customer requirements. 

The Absolute Importance Rating (AIR) values which locate on the bottom left of the spread sheet is calculated on the basis of the requirement priority level, and the correlation values.  The AIR values are calculated for each column as follow: The value for engineering solutions and the value for each customer requirement are multiplied and the result is added to the sum of the next row until there are no more left.  The AIR values will help the company to identify the most important customer requirements.  Engineering will find a solution to satisfy that important requirement first for the customer.

3-Main Body of the Project

 

The main business for APT Inc. is provided packaging and tracking goods for the following company: Faber-Castell USA, Inc., Briarcliffe College, Delmia Automation and FANUC Robotics Inc. Therefore, it is very important for the company to meet the customer requirements.  In order to satisfy all critical customer requirements, engineering will be used CORA method to analyze and quantify the impact of the process and service.

CORA Spreadsheet

According to the CORA method, the highest Absolute Important Rating (AIR) value and Relative Important Rating (RIR) indicate the most important task that engineering needs focus on and resolve first to satisfy customer requirements.  The lower AIR value indicates the lower importance of the task, and engineering should treat that task as secondary.

 

After analyzing the APTCORA template, the following AIR values were found:

  

A-AIR value for Quality control is 304, RIR is 19.6

The AIR value of 304 indicates that the quality control column is the most important engineering solution. Engineering should focus on this task first because it has a high importance rating from the customer and a high correlation value from engineering. 

 

Following are critical specifications which are required by the customer and which engineering needs to satisfy first for the customer:

▪ Boxes need to be rugged

▪ Items are not loose inside the box during shipping

▪ Items are packed in plastic bag

▪ Clear instruction/printing on the box

▪ Certified stamp logo on the box

▪ Items match packing slip

▪ Company logo on the box

 

B-AIR value for Materials is 216, RIR is 13.9

The AIR value of 216 indicates that the materials column is the second most important engineering solution.  Engineering should concentrate on these tasks and also make sure that these tasks are satisfied.  Because it has the second highest importance rating from the customer and a high correlation value from engineering. 

 

Following are critical specifications which are required by the customer, and  which engineering needs to resolved and satisfy the customer:

            ▪ Boxes need to be rugged

▪ Items are not loose inside the box during shipping

▪ Items pack in plastic bag

▪ Cost effective

 

C- AIR value for Design is 213, RIR is 13.7

The AIR value of 213 indicates that the design column is the third most important engineering solution.  Engineering should analyze these tasks and also ensure that these tasks are satisfied to customer specifications.  Because it has the third highest importance rating from the customer and a high correlation value from engineering. 

 

Following are critical specifications which are required by the customer and which engineering needs to resolved and meet customer specifications:

            ▪ Boxes need to be rugged

▪ Items are not loose inside the box during shipping

▪ Items pack in plastic bag

▪ Handles attached

▪ Cost effective

 

The process of analyzing each AIR column will proceed to the next lower AIR value.  This procedure will help engineering to identify the next important task to focus and make sure all customer requirements are met.

 

4-Summary

 

CORA method is considered a very valuable tool for engineering to identify, understand and prioritize customer requirements.  This method enables the company to satisfy customer requirements by providing a high quality product and services.

 

According to the results from the CORA template, it is obvious that Advance Packaging and Tracking Inc. (APT) should be able to improve their products and services by focusing on the following area:

▪ Quality control

▪ High quality materials

▪ Designs

 

Engineering will work with quality control personnel to establish more robust test plans and acceptance criteria in order to achieve and exceed customer satisfaction.

 

Engineering and procurement personnel will discuss the selection of the right materials with suppliers.

 

Design and Manufacturing Engineering will ensure that boxes are strong, light weight, compact and cost effective.

 

Based on the results from the CORA template, the RIR values for the Materials column (13.9) and Designs column (13.7) are very similar. This clearly explains why engineering considers these requirements very important to the customer. 

 

5-Further Work Needed

 

The CORA template needs to be updated periodically by the CORA team.  This practice will help the company to continuously improve the quality of the product and services.  The company will provide the CORA training program for all of its employees.  The company will be enabled to continuously make improvements to their products, services and always exceeding the expectation of customer.

 

6- Reference and Bibliography

 

http://www.cimwareukandusa.com

 

E-Learning Pack ID number: IE673-Spring 2007-27-12

 

http://www.creativityforkids.com

 

http://www.delmia.com

 

http://www.briarcliffe.edu

 

http://www.fanucrobotics.com/

 

 

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