Information Technology Reference
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any gaps in the portfolio while directing the DFSS project roadmap. The multigen-
eration plan needs to be supplemented with a decision-analysis tool to determine
the financial and strategic value of potential new applications across a medium time
horizon. If the project passes this decision-making step, it can be lined up with others
in the Six Sigma project portfolio for a start schedule.
11.3.1.3 Research Customer Activities.
This step is usually done by the
software planning departments (software and process) or by the market research
experts who should be on the DFSS team. The Belt and his team start by brainstorming
all possible customer groups of the product, Using the affinity diagram method to
group the brainstormed potential customer groups. Categories of markets, user types,
or software and process applications types will emerge. From these categories, the
DFSS team should work toward a list of clearly defined customer groups from which
individuals can be selected.
External customers might be drawn from: customer centers, independent sales
organizations, regulatory agencies, societies, and special interest groups. Merchants
and, most importantly, the end user should be included. The selection of external
customers should include existing and loyal customers, recently lost customers, and
new conquest customers within the market segments. Internal customers might be
drawn from: production, functional groups, facilities, finance, employee relations,
design groups, distribution organizations, and so on. Internal research might assist
in selecting internal customer groups that would be most instrumental in identifying
wants and needs in operations and software operations.
The ideal software definition, in the eye of the customer, may be extracted from
customer engagement activities. This will help turn the knowledge gained from
continuous monitoring of consumer trends, competitive benchmarking, and customer
likes and dislikes into a preliminary definition of ideal software. In addition, it will
help identify areas for further research and dedicated efforts. The design should be
described from a customer's viewpoint (external and internal) and should provide the
first insight into what good software should look like. Concept models and design
studies using an axiomatic design (Chapter 13) are good sources for evaluating
consumer appeal and areas of likes or dislikes.
The array of customer attributes should include all customer and regulatory re-
quirements as well as social and environmental expectations. It is necessary to un-
derstand the requirement and prioritization similarities and differences to understand
what can be standardized and what needs to be tailored.
11.3.2
Software DFSS Phase 2: Conceptualize Design
This phase spans the following two stages: concept development (Stage 3) and
preliminary design (Stage 4).
Stage 3: Concept Development
Stage 3 Entrance Criteria
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