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| Value, Innovation, and the Voice of the Customer | |
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| Defining Customer Value | |
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| Innovation Roadmap | |
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| Voice of the Customer: Mining for the Gold | |
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| Overview of This Book | |
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| The Product Development Process | |
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| Defining Product Cost and Development | |
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| Product Development Process Flowchart | |
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| The Product Development Process-End to End | |
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| Opportunity Identification and Idea Generation: Stage 0 | |
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| Customer and Business Requirement Study: Stage 1 | |
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| Concept Development: Stage 2 | |
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| Product Design and Prototype: Stage 3 | |
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| The Nature of Product Development: Information and Knowledge Creation | |
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| Axiomatic Design | |
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| Design as an Information Production Factory | |
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| Information and Knowledge Mining | |
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| Information Transformation | |
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| Information and Knowledge Creation | |
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| The Ideal Product Development Process | |
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| Customer-Value-Based Lean Product Development Process | |
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| Lean Operation Principles | |
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| Waste Elimination in Process | |
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| Value-Stream Mapping | |
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| One-Piece Flow | |
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| Pull-Based Production | |
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| Lean Principles for Product Development | |
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| Mining the Voice of the Customer to Capture Value | |
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| Maximizing Technical Competence | |
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| Front-Loading the Product Development Process | |
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| Optimizing Information Transformation and Flow | |
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| Creating a Lean Product | |
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| Customer Value and the Voice of the Customer | |
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| Customer Value and Its Elements | |
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| Value and Other Commonly Used Metrics | |
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| The Versatility and Dynamics of Value | |
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| Customer Value Analysis | |
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| Market-Perceived Quality Profile | |
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| Market-Perceived Price Profile | |
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| Customer Value Map | |
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| Competitive Customer Value Analysis | |
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| Customer Value Deployment | |
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| Evolution of Customer Values-Blue Ocean Strategy | |
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| Formulating a Blue Ocean Strategy | |
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| Customer Value and the Voice of the Customer | |
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| Capturing the Voice of the Customer | |
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| Plan for Capturing the Voice of the Customer | |
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| Customer Survey Design, Administration, and Analysis | |
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| Customer Survey Types | |
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| Mail-Out Surveys | |
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| In-Person Interviews | |
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| Telephone Surveys | |
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| Other Methods of Gathering Information | |
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| Stages of the Customer Survey | |
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| Stage 1: Establish Goals and Objectives of the Survey | |
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| Stage 2: Set the Survey Schedule and Budget | |
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| Stage 3: Establish an Information Base | |
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| Stage 4: Determine the Population and Sampling Frame | |
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| Stage 5: Determine Sample Size and Selection Procedure | |
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| Stage 6: Design the Survey Instrument | |
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| Stage 7: Pretest the Survey Instrument | |
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| Stage 8: Select and Train Survey Interviewers | |
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| Stage 9: Implement the Survey | |
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| Stage 10: Analyze the Data and Report | |
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| Survey Instrument Design | |
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| Close-Ended Questions | |
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| Open-Ended Questions | |
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| The Wording of Survey Questions | |
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| Order of Questions in Surveys | |
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| Questionnaire Length | |
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| Administering the Survey | |
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| Administering Mail-Out Surveys | |
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| Administering Telephone Surveys | |
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| Administering In-Person Surveys | |
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| Survey Sampling Method and Sample Size | |
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| Population and Sampling Frame | |
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| Sampling Methods | |
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| Sample Size Determination | |
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| Internet Surveys | |
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| Drawing People to the Internet-Based Survey | |
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| Administering a Survey on the Internet | |
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| Comparing Paper-Based Surveys with Internet Surveys | |
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| Proactive Customer Information Gathering-Ethnographic Methods | |
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| What Are Ethnographic Methods? | |
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| Frequently Used Ethnographic Methods | |
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| Data Recording Methods | |
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| Types of Ethnographic Research Used in Product Development | |
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| Key Winning Factors for Ethnographic Methods | |
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| Ethnographic Research Project Planning | |
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| Determining Research Objectives | |
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| Recruiting Informants | |
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| Selecting Research and Data Collection Methods | |
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| Developing the Ethnographic Research Team and Ground Rules | |
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| Ethnographic Project Execution | |
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| Ethnographic Interviews and Documentation | |
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| Ethnographic Observations in Shops | |
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| Ethnographic Observations in Product Usage Processes | |
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| Ethnographic Studies of Customer Cultures | |
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| VOC Data Processing | |
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| Types of VOC Data | |
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| Analyzing VOC Data | |
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| Methods of Analyzing VOC Data | |
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| Affinity Diagram-KJ Method | |
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| Quantitative VOC Data Analysis | |
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| Critical-to-Quality Characteristics (CTQ) | |
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| Quality Function Deployment (QFD) | |
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| History of QFD | |
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| QFD Benefits, Requirements, and Practicalities | |
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| QFD Methodology Overview | |
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| Customer Attributes (Whats) | |
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| CTSs (Hows) | |
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| Relationship Matrix | |
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| Importance Ratings | |
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| Planning Matrix | |
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| CTS Correlation (Hows Correlation) | |
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| Targets and Limits (How Much) | |
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| Competitive Benchmarks | |
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| Kano Model of Quality | |
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| QFD Analysis | |
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| Example 7.1 Information System Design | |
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| Ranking Customer Input | |
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| Ranking the Functional Requirements | |
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| QFD Case Study 1: Global Commercial Process Design | |
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| QFD Steps | |
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| The Hows Importance Calculation | |
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| Phase I QFD Diagnostics | |
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| QFD Case Study 2: Yaesu Book Center | |
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| Determine Customer Attributes (Whats) | |
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| Determine Quality Characteristics (Hows) | |
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| Assign Degree of Importance to Customer Attributes | |
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| Determine Operations Items | |
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| Two-Phase QFD Analysis for Yaesu Book Center | |
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| Customer Value Creation by Brand Development | |
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| The Anatomy of Brands | |
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| People's Buying Behavior and Brands | |
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| Brand Identity | |
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| Brand Equity | |
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| Brand Development | |
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| Key Factors in Brand Development | |
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| The Brand Development Process | |
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| Strategic Brand Analysis | |
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| Brand Strategy Development | |
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| Brand Implementation | |
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| Brand Evaluation | |
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| Value Engineering | |
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| An Overview of Value Engineering | |
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| Collecting Information and Creating Design Alternatives | |
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| Evaluating, Planning, Reporting, and Implementing | |
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| The Job Plan | |
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| Information Phase | |
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| Information Development | |
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| Function Determination | |
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| Function Analysis and Evaluation | |
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| Creative Phase | |
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| Brainstorming | |
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| Evaluation Phase | |
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| Relatively Simple Evaluations | |
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| More Complex Evaluations | |
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| Selection and Screening Techniques | |
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| Planning Phase | |
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| Reporting Phase | |
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| Implementation Phase | |
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| Setting a Goal | |
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| Develop An Implementation Plan | |
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| Automobile Dealership Construction (Park 1999) | |
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| Engineering Department Organization Analysis (Park 1999) | |
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| Customer Value Creation Through Creative Design (TRIZ) | |
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| Theory of Inventive Problem Solving (TRIZ) | |
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| What Is TRIZ? | |
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| TRIZ Fundamentals | |
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| Function Modeling and Analysis | |
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| Use of Resources | |
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| Ideality | |
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| Contradictions | |
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| Evolution | |
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| The TRIZ Problem-Solving Process | |
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| Problem Definition | |
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| Problem Classification and Tool Selection | |
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| Problem-Solution Generation | |
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| Problem Concept Evaluation | |
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| Technical Contradiction Elimination and Inventive Principles | |
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| Statistical Basics and Six Sigma Metrics | |
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| Six Sigma and Data Analysis | |
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| Descriptive Statistics | |
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| Dot Plot | |
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| Histogram | |
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| Box Plot | |
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| Numerical Descriptive Statistics | |
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| Random Variables and Probability Distributions | |
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| Discrete and Continuous Random Variables | |
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| Expected Values, Variance, and Standard Deviation | |
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| Probability Distribution Models | |
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| Statistical Parameter Estimation | |
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| Quality Measures and Six Sigma Metrics | |
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| Process Performance | |
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| Process Capability Indices | |
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| Sigma Quality Level (Without Mean Shift) | |
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| Sigma Quality Level (With Mean Shift) | |
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| References | |
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| Index | |