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6.4.3 A Systems Engineering Approach to Optimize Customer Satisfaction on Complex Systems
Author(s) -
Lakey Peter B.
Publication year - 1995
Publication title -
incose international symposium
Language(s) - English
Resource type - Journals
ISSN - 2334-5837
DOI - 10.1002/j.2334-5837.1995.tb01959.x
Subject(s) - quality function deployment , computer science , customer satisfaction , sensitivity (control systems) , rank (graph theory) , quality (philosophy) , software deployment , house of quality , systems engineering , software , voice of the customer , function (biology) , reliability engineering , software engineering , process management , industrial engineering , engineering , customer retention , service quality , operations management , business , philosophy , value engineering , mathematics , epistemology , marketing , combinatorics , electronic engineering , evolutionary biology , biology , programming language , service (business)
At McDonnell Douglas, a creative approach to resolving the issue of flowing down requirements to best meet customer needs has been developed. The approach provides guidance identifying and rank ordering preferred design choices, developing requirements flowdown, and illustrating the sensitivity of performance parameters based on the selection of optimal choices. The methodology determines a Customer Quality Model (CQM) using modified Quality Function Deployment (QFD) assessments[ 1 ] in combination with management science techniques for optimization to perform numerical suballocation of system level requirements. The approach provides guidance toward solutions which protect the customer's interests without the need for the customer to dictate design solutions and contractual requirements at these suballocated levels of detail. A computer application of this methodology has been produced by McDonnell Douglas and exists as an EXCEL software tool.