This is an example of a customer needs dictionary summarizing and defining customer needs after a voice of the customer (VOC) investigation. This is the definition of customer needs described in the associated case study regarding quality function deployment and target costing.
| TERMINOLOGY | TEAM UNDERSTANDING OF TERM |
| Override Capability / Joint Margin | Joint can be forced open / unlocked in event normal operation is not possible; rest of assembly is salvageable; new nozzle may be required; assembly usage may be restricted in this event; the design would be tolerant of the inactive joint so that product can still be handled. |
| Visual Verify Locked Joints | Ability to visually verify that each joint is locked when nozzle is in place. |
| Allow Assembly Repair | Design permits free access of tooling to assembly; minimal potential for tool hang-up during repair. |
| Simple Tooling | Tool mobilization efforts are minimized (e.g., easy functional checkout, replacement of spares, and preparation for shipment); tooling can be quickly setup and needs minimal crew size; tools have minimal moving parts and are not subject to damage, needs minimal administrative control procedures, is error-proof and is quick to tear down and clean. Optional: Tools are low cost so that they can be dedicated for each site. |
| Fast Repair | Quick removal of nozzle once assembly positioned and ready for work and quick installation once assembly repairs are complete; includes all required inspections; force to remove nozzle slightly greater than nozzle weight; time to align components prior to nozzle installation should be minimal. |
| Compatible with System Components | Minimal impact to T&H requirements; no mechanical interface restrictions with existing components. |
| Compatible with Site Tooling | No impact with other repair tooling, assembly handling gripper, upender, and transfer canal equipment. |
| Compatible Interface to Other Assemblies | Compatible with existing system assemblies; no transition strategies/penalties required to implement. |
| Meet Regulatory Limits | Show that all technical limits are met (standard engineering design manual criteria); material selection meets regulatory goals. |
| Joint Reliability During Operation | Assure that design integrity (maintain a locked joint, acceptable material performance, no loose parts) does not erode throughout life of the assembly. |
| Joint Reliability During Repair | Nozzle removal / installation is reliable and provides for consistent operation / repair on critical path; joint / tooling design is not prone to operator error or mechanical failure over the life of the product. QRTN removal / installation involves no loose parts and operation of the joint must not damage other aspects of the product; design of thimble interface with nozzle must be durable and resistant to damage during repair. |
| Minimum Price Increase | Limit (if not eliminate) additional cost to customer. |