Understanding Customer Needs (Digital Short Cut)
Understanding Customer Needs (Digital Short Cut)

Author: Bijay K. Jayaswal

Publisher: Pearson Education

Published: 2003-03-01

Total Pages: 236

ISBN-13: 0132713101

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This is the eBook version of the printed book. Leading companies around the world, including Toyota and General Electric, have practiced Quality Function Deployment (QFD) for decades. Developed in Japan by Dr. Yoji Akao and Dr. Shigeru Mizuno, QFD has two aims: to ensure that true customer needs are properly deployed throughout all phases of the development process, and to improve the development process itself. The application of QFD to software (Software QFD) began in Japan in 1982, in North America in 1988, and in Europe in 1990. Today many leading software organizations around the world use Software QFD and it is an essential part of organization-wide quality approaches such as Total Quality Management (TQM) and Design for Six Sigma (DFSS). As a quality system, QFD employs, but is not limited to, the Seven Management and Planning (7 MP) Tools, introduced in Chapter 7 of the book Design for Trustworthy Software. It has deployments, or subsystems, to address customer concerns such as quality, technology, cost/schedule, and reliability/risk, among others. Although QFD is known for the "House of Quality" matrix, organizations that simply use this matrix alone neither meet the aims of QFD nor are considered to be "doing QFD" by leading QFD experts. Further, because of unfortunate historical errors in understanding, many published QFD examples are incorrect and are not suitable as models for software development. Such mistakes are corrected in the overview of Blitz QFD presented in this short cut. This short cut is a reproduction of Chapter 11 of the book Design for Trustworthy Software and introduces Software QFD as a part of trustworthy software development process. It can be used either as an important methodology in software design process or as a standalone presentation on QFD for software development process. This short cut should be of interest to software and quality professionals. In particular, it would be of value to the CMMI, Six Sigma, and DFSS communities worldwide, especially those who have acquired or plan to acquire Green Belt, Black Belt, Master Black Belt, or similar competencies in various quality management disciplines. It should also be useful resource for students and academics of various programs at senior undergraduate and graduate levels, and for those preparing for ASQ's Certified Software Quality Engineer (CSQE) examination. What This Short Cut Covers 3 QFD: Origin and Introduction 4 Problems with Traditional QFD Applied to Software 20 Modern QFD for Software 25 The Blitz QFD Process 28 Implementing Software QFD 45 Conclusion 50 Key Points 52 Additional Resources 54 Internet Exercises 54 Review Questions 56 Discussion Questions 57 Endnotes 58 What's in the Book Design for Trustworthy Software 64 About the Authors 69 The Design for Trustworthy Software Digital Short Cut Compilation 70

The Analytic Hierarchy Process (AHP) in Software Development (Digital Short Cut)
The Analytic Hierarchy Process (AHP) in Software Development (Digital Short Cut)

Author: Bijay K. Jayaswal

Publisher: Pearson Education

Published: 2007-03-01

Total Pages: 170

ISBN-13: 0132713012

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This is the eBook version of the printed book. The Analytic Hierarchy Process (AHP) is an advanced technique that supports decision makers in structuring complex decisions, quantifying intangible factors, and evaluating choices in multiobjective decision situations. It is a comprehensive and rational decision-making framework that provides a powerful methodology for determining relative worth among a set of elements. AHP is especially suitable for complex decisions that involve the comparison of decision elements which are difficult to quantify. The AHP, and its more recent version the Analytic Network Process (ANP), were developed by Dr. Thomas Saaty and have been applied in a wide variety of decision situations in organizations worldwide. AHP is particularly applicable in managing software complexity, and in Quality Function Deployment (QFD), as presented in Chapter 11 of the book Design for Trustworthy Software. This short cut illustrates the application of AHP in prioritizing complex design issues. It also shows how AHP and its supporting software, Expert Choice (EC), can handle much higher levels of complexities accurately and expeditiously than the prioritization matrices introduced in Chapter 7 of Design for Trustworthy Software. In addition to solutions facilitated by EC, this short cut also illustrates two known approximations to AHP solutions using manual calculations. Manual calculations can be used to solve relatively less complex problems. They are presented in this short cut to illustrate the first principles and the steps involved in AHP. This short cut is a reproduction of Chapter 8 of the book Design for Trustworthy Software and introduces AHP with a simple example. It can be used either as a methodology in trustworthy software design process or as a standalone introductory presentation on AHP. This short cut should be of interest to software and quality professionals. In particular, it would be of value to the CMMI, Six Sigma, and DFSS communities worldwide, especially those who have acquired or plan to acquire Green Belt, Black Belt, Master Black Belt, or similar competencies in various quality management disciplines. It should also be a useful resource for students and academicians of various programs at senior undergraduate and graduate levels, and for those preparing for ASQ's Certified Software Quality Engineer (CSQE) examination. What This Short Cut Covers 3 Introduction 4 Prioritization, Complexity, and the Analytic Hierarchy Process 4 Multiobjective Decision-Making and AHP 5 Case Study 1 Solution Using Expert Choice 12 Approximations to AHP with Manual Calculations 22 Conclusion 33 Key Points 33 Additional Resources 34 Internet Exercises 34 Review Questions 34 Discussion Questions and Projects 35 Problems 36 Endnotes 45 What's in the Book Design for Trustworthy Software 47 About the Authors 52 The Design for Trustworthy Software Digital Short Cut Compilation 53

Business Case for Design for Six Sigma (Digital Short Cut) The
Business Case for Design for Six Sigma (Digital Short Cut) The

Author: Randy C. Perry

Publisher: Pearson Education

Published: 2006-09-14

Total Pages: 137

ISBN-13: 0132712814

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This is the eBook version of the printed book. Successful development and commercialization of new products are critical to the long term viability of any business. The primary goal of product development is to enable a company to meet its goals for profitability and growth by introducing new, improved and innovative products to the market. The failure of a company to commercialize valuable new product ideas results in the commoditization of that company's product portfolio and potential failure of the business itself. In this short cut we examine the business reasons that lead a company to adopt and implement the Design for Six Sigma methodology. During our discussion we examine the product life cycle that all products undergo, beginning with product development and ending with product decline. The impact of new, disruptive technologies on current products is also examined and illustrated with a case study example involving the replacement of vacuum tube technology by the transistor. In addition, an examination of the economics of new product introduction is presented, describing the impact of low priced substitute and "surpriser and delighter" products on existing markets. Using traditional supply/demand economic analysis in combination with the Kano model, the authors explain the dynamic forces which move existing products from premium pricing to a state of commoditization. Finally, the authors take a detailed look at the financial metrics used to measure success in a DFSS project. During this portion of the chapter the authors discuss financial metrics such as Net Present Value; key reasons for failed commercialization programs; and the use of financial sensitivity analysis, including Monte Carlo simulation techniques. This short cut describes in detail how DFSS brings value to companies. Using the language of business, the authors outline how Design for Six Sigma helps companies identify the needs of customers and emerging product trends through the use of a well defined, structured process. The authors also provides the reader with an understanding of how DFSS can be used to counter the forces of product commoditization and the entry of potentially disruptive technologies in the markets served by the business today. Contents What This Short Cut Covers 3 Introduction 4 The Product Life Cycle 4 Where Have All the Vacuum Tubes Gone? 5 Understanding Dynamic Markets: The Kano Model 8 The Role of DFSS 12 Six Sigma Financial Metrics 14 Candy Wrapper Film: A DFSS Case Study 15 How to Measure Success in a DFSS Project 16 What's in the Book Commercializing Great Products with Design for Six Sigma? 36 About the Authors 45 Related Publications 46

Statistical Tolerancing in Design for Six Sigma (Digital Short Cut)
Statistical Tolerancing in Design for Six Sigma (Digital Short Cut)

Author: Randy C. Perry

Publisher: Pearson Education

Published: 2006-08-28

Total Pages: 67

ISBN-13: 0132712903

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This is the eBook version of the printed book. Development of a new product requires the product development team to address many complex customer requirements during the commercialization process. Consider a situation in which a new product being developed must meet specified upper and lower specification limits based on Voice of the Customer interviews. The design team must model and understand the sources of potential variation in the new product that need to be monitored and controlled if the product is to meet the identified customer needs. The process of analyzing component variation and designing a final product that meets customer tolerance requirements is known as statistical tolerancing. In this Short Cut, various Design for Six Sigma techniques for determining the impact of multiple sources of variation on a final product are examined in detail. A procedure is described for using representative models for individual product components to estimate the expected overall level of variation in the performance of a final product. Three methods of tolerance analysis are presented and the merits of each are discussed: Worst Case Analysis, Root Sum of Squares Analysis, and Six Sigma Tolerance Analysis. A detailed case study example, involving multiple sources of variation, is employed to illustrate the application of these methods. Minitab® is used to identify the best-fitting distributions from data sets for individual components. Monte Carlo Simulation with Crystal Ball® is then employed to determine the most important individual sources of variation and the overall variation of the final product. Finally, Crystal Ball's OptQuest® optimization feature is utilized to determine the required design value for each key parameter to meet final customer requirements. Contents What This Short Cut Covers Introduction Worst Case Analysis Root Sum of Squares Analysis Six Sigma Tolerance Analysis What's in the Book Commercializing Great Products with Design for Six Sigma About the Authors Related Publications

Refactoring to Agility (Digital Shortcut)
Refactoring to Agility (Digital Shortcut)

Author: Carol A. Wellington

Publisher: Addison-Wesley Professional

Published: 2006-07-20

Total Pages: 197

ISBN-13: 0132702584

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This is the eBook version of the printed book. A Practical Framework for Gaining Agility’s Benefits Without the Risk Agile methodologies, such as XP, Scrum, Crystal, and Lean Software Development enable development organizations to deliver higher-quality software far more rapidly. However, for the “non-agile” development organization, transitioning to agility is an enormous leap, requiring radically new skills and presenting profound risks. In this book, leading agile practitioner Carol A. Wellington introduces the first systematic, three-phase process for moving smoothly to agility. Just as developers have learned to refactor code to improve performance and maintainability, Wellington shows how to refactor processes to improve agility. Using Wellington’s framework, you can gradually move toward agility, while maintaining full control and avoiding disruption. You’ll lay a solid foundation for agility, and then refactor more and more of your processes, systematically introducing agility wherever it delivers compelling value. You can retain current processes that work, and implement the best agile methods for your organization, regardless of their source. This practical approach can help you build organizational confidence in agility, drive measurable benefits, and minimize risk every step of the way. Coverage includes · Phase 1: Time-boxed iterations that deliver customer-visible functionality–not just components · Phase 2: A lightweight measurement process to detect problems and evaluate changes withoutwasting too much time gathering and analyzing data · Phase 3: Identifying your worst process “smells,” uncovering their true underlying causes, and fixing them · Incrementally bringing agility to planning, estimation, analysis, design, development, and process management · Eliminating tasks and processes that don’t add value · Overcoming pitfalls and hidden interconnections that complicate your agile transition · Learning to lead the transition to agility, gaining buy-in from team members, customers, and executives Whatever your role, organization, or current methodology, Refactoring to Agility can help you reap powerful value from agile methods–without the risks. Dr. Carol A. Wellington is a professor of computer science and the department chair at Shippensburg University of Pennsylvania. Prior to this position, she was a leader in large software development organizations, building operating systems and real-time embedded applications. Dr. Wellington currently uses this combination of academic and industrial experience as a consultant to help companies question their assumptions about development processes to improve their agility and product quality.

Handbook of Service Science, Volume II
Handbook of Service Science, Volume II

Author: Paul P. Maglio

Publisher: Springer

Published: 2018-10-16

Total Pages: 845

ISBN-13: 3319985124

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The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context. The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems. Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today’s new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume. The handbook is divided into four parts: 1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems–On the Nature of Service Interactions; 3) Service Ecosystems–On the Broad Context of Service; 4) Challenges–On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society. Handbook of Service Science, Volume II offers a thorough reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

Service Excellence in Organizations, Volume II
Service Excellence in Organizations, Volume II

Author: Fiona Urquhart

Publisher: Business Expert Press

Published: 2019-06-03

Total Pages: 95

ISBN-13: 1949991180

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This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship. Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability. The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.

Author:

Publisher: Springer Nature

Published:

Total Pages: 689

ISBN-13: 9464635444

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