Voice of the customer

a structured and systematic approach to ensure that the voice of the customer is heard during the design of the process, product or service

•It was developed in ________in the late ________by ____ •QFD links the needs of th

a technique to record every requirement expressed by the customer and take a conscious decision about the voice of the customers.

f six to eight persons has to be constituted for every projects.. • It translates a set of customer requirements into an appropriate number of prioritized engineering targets to be met by a product design and utilizes it

The voice of the customer(WHAT'S)

• A structured set of relevant and measurable product or service characteristics

After the WHAT’s have been finalized, the QFD team has to identify how these requirements that will facilitate satisfying one or more customer requirements identified

The voice of the organization

Illustrate the QFD teams perceptions of Inter-relationship between customer requirements and technical requirements

The prioritized customer requirements make up a block of columns corresponding to each customer requirements in the house of quality

Maintenance of plant and machinery deserves importance since idle or defective machinery means loss of money.

improvement in up time of the machinery by harnessing the skills of every employee leading to the growth of the organization. To involve every employee in upkeep of plant and machinery.

Prevention is better than cure" Preventive maintenance is a set of maintenance actions that are required to be carried out by trained employees to prevent failures and increase the life of the equipment. It is classified into two types :

It is carried out before an operator starts his work in a day. It could be on every shift basis or a daily basis. The operator of the machine carries out daily maintenance.

this is more detailed and time consuming than the daily maintenance

One problem with maintenance is that it gets lower priority. Hence there should be commitment at all levels so as not to skip maintenance

A part, which is likely to fail in the future, should be replaced although residual life may be still left in it. The idea is that by carrying out periodic maintenance, we reduce equipment down time.

Here the organization makes a prediction of the equipment failure, using date and statistics. The life of the equipment or sub-system are determined or predicted based on the current status as revealed by an inspection or diagnosis using special tools. Predictive maintenance is condition-based maintenance. An on-line system can be designed to monitor the condition of the equipment. Appropriate corrective action is taken so that any breakdown is prevented just in time.

Is a maintenance philosophy designed to integrate equipment maintenance into the manufacturing process. Preventive Maintenance concept was introduced in Japan (

Global automotive component manufacturer. First Organization to introduce plant wide preventive maintenance (1960’s) 25% of the company is owned by Toyota motors

is an indicator of reliability of a product. The unit of MBTF is hours. Higher the MBTF means better reliability.

Rate Efficiency(RE) is the ratio of actual production time achieved to the total production time possible

Due to many reasons the machine operates at lower speed affecting the production.

availability assuming that there is no other causes non-availability of the equipment.  

The causes of non availability are preventive maintenance and other hold up time.

The portion of the OEE metric that represents the percentage of scheduled time that the operation is available to operate. Often referred to as Uptime.

losses due to wasted availability are called

Organization should enable the operators to take responsibility for routine maintenance tasks.

Aimed to planned maintenance such as periodic maintenance and predictive maintenance to enable the following ;

this focused in the equipment that will be used to produce quality products And it aims for the following:

Focuses on improvement of knowledge, skills an techniques of the multi-skilled revitalized work force.  

– a set of maintenance actions that are required to be carried out by trained employees to prevent failures and increase the life of the equipment.

 Safety Health and Environment This should enable zero accident, zero health problems and zero fire accidents