Customer requirement management

Keywords Customer requirement management Multisensory experience Product design User experience User involvement... 

The ISO definition states that quality assurance is all those planned and systematic actions necessary to provide adequate confidence that an entity will fulfill requirements for quality. Both customers and managers have a need for quality assurance as they are not in a position to oversee operations for themselves. They need to place trust in the producing operations, thus avoiding constant intervention. 

How do you manage the product realization process so that it delivers products and processes that meet customer requirements ... 

TQM has frequently been used to focus on and improve processes in order to meet customer requirements, but not necessarily to look beyond processes for integration opportunities and organizational changes. Thus, it may need to be used in conjunction with another Quality Management system for the purposes of integrating PSM and ESH activities. 

Quality Management is any approach to developing and implementing management systems that results in management processes which focus on what the supplier must deliver to meet customer requirements at every step of the process. 

Internal personnel will normally undertake boiler plant operation. Maintenance work may be by either internal personnel or outside contractors. Service contracts will be available from equipment suppliers covering all items of the boiler plant. Recently, companies have started offering contract energy-management schemes. These may be designed to suit individual applications and will be tailored to customer requirements. They may take over the operation of an existing plant or, if necessary, include for a new replacement plant. They will usually operate over a 3-10-year contract period. Dependent upon the terms of contract, all fuels, electricity, repairs and replacements may be covered. 

There are several initiatives and actions in order to control and stimulate a more efficient chemical management in the tanning sector. The main incentives are environmental legislations and customer requirements. The customer requirement can be expressed as either eco-labels or restriction substance lists (RSL) of chemicals in the products developed by major brands or several industrial groups. 

Then we look at the way the components of these systems interact with each other. Once we understand these behaviors, we follow our integrated system approach in terms of looking at the project management system as processes, trying to satisfy customer requirements and also representing risks. 

Regulators and customers require assurance in consistency of pharmaceutical and biopharmaceutical manufacturing operations. Today s manufacturing supply chains require multiple sites in varying locations to produce a product. Quality systems must be perceived as an integral part of the value chain. This requires that all sites be compliant in their operations and systems. Strong areas in one location do not make up for weak or absent systems in another location. Fines are levied and business is made or lost based on the individual site or weakest link in the supply chain. Management must have a mechanism to measure its processes, and a comprehensive QMS is the mechanism to demonstrate capability. 

The output from the management reviews include decisions and actions related to improvement of the effectiveness of the quality management system and its processes, improvement of the product related to customer requirements, and resource needs. 

Our organization has determined and provided the necessary resources needed to implement and maintain the quality management system and continually improve its effectiveness, and to enhance customer satisfaction by meeting customer requirements. 

All quality system procedures and instructions are implemented to ensure effectiveness of the quality management system. To ensure continual improvement, facilities, equipment, and documents are reviewed and approved for implementation. The compatibility of the process with the production facilities and infrastructure is ensured to achieve product realization in compliance with the customer requirements. The implementation is achieved through ... 

The quality system manual provides descriptions of management efforts and initiatives to ensure customer requirements are met with continuous improvement in the hnal product inspection and testing activities. The quality system manual and procedures ... 

Top management takes all necessary actions to implement the requirement of this international standard with a particular focus on customer requirements. 

Does the customer s management fully understand what is required from their side and can they actually deliver the necessary supervisory and manpower support For example, changing from a system of simple chemical dosing pumps to a microprocessor-controlled product residual tracing and addition system will probably require more equipment inspection and calibration time. It will also require a high degree of instrumentation skill. 

Service level management has to ensure that customer requirements are understood and fulfilled, if necessary, through differentiated supply chain models and service level propositions (see also Chapter 21). 

A COTS application may have a large number of exciting features that management and users will be eager to implement. Beware. Plan a phased implementation of the system modules and features. Temper COTS enthusiasm with the degree of customization required. It is rarely the case that COTS can be used without some customization. 

Managing for quality is and always has been a critical task of management no matter what the industry. In the pharmaceutical industry today, achieving quality of products, services, and processes is as important as it ever was however, today we need to achieve it with reduced resources. We need to do more with less. We need to be as concerned with the quality system s efficiency as well as its effectiveness. Rising regulatory and customer requirements make this ever more challenging. 

Figure 19-1 The cost of quality in terms of the costs of conformance and the costs of nonconformance to customer requirements. (From Westgard jO, Barry PL, Cost-e/fect/ve quality control Managing the quality and productivity of analytical processes. Washington DOAACC Press, 1986.)...

Putting systems in place to assure product quality is a standard business process. According to the International Standardization Organization (ISO 9000), quality assurance is defined as a set of activities whose purpose is to inspire the confidence of customers and managers that all quality requirements are being met for a product or service (ISO 9000 definitions). 

In terms of mass customization, a product platform provides the technical basis for catering to customization, managing variety, and leveraging existing capabilities. Essentially, the product platform captures and utilizes reusability underlying product families and serves as a repertoire of knowledge bases for different products. It also prevents variant product proliferation for the same set of customer requirements. TTie formulation of product platform involves inputs from design concepts. 

The whole cycle is subject to constraints from the project environment, such as market developments, legislation, and new technologies. Late changes in customer requirements (Thomke and Reinertsen 1998) make necessary research and development (R D) management that is able to handle these uncertainties efficiently. Furthermore, the execution of the cycle is not necessarily sequential. For example, results from the generation of prototypes can be directly incorporated into a new design phase. 

---