LECTURE 2 Flashcards
(7 cards)
1
Q
Requirements problem statement (5)
A
- Be short and avoid technical language
- Be quantifiable
- Not provide the solution
- Pinpoint the ‘pain’ and explain the cost of the problem
- Define the scope
2
Q
Voice of the customer (VOC) (definition)
A
VOC is the driving voice as to what should be important to the organization and what the organization should focus on
3
Q
Critical to Quality (CTQ) (definition)
A
CTQs are key attributes of a product or service that your customers have defined as being important. These measurable characteristics help us understand what steps in the process are value-added
4
Q
Steps from VOC to CTQ (5)
A
- Identify customers and determine what you need to know
- Gather data, fill in the gaps with the proactive data
- Analyze data to generate a key list of customer needs
- Translate customer needs into CTQs
- Set specifications for the CTQs
5
Q
Thought Process Map (definition)
A
TPM is a critical thought / logic flow chart for a project which includes the questions, tools used, and answers obtained during a project. It ensures that nothing is left out or missed
6
Q
TMP layout (8)
A
- Problem statement
- Business case - process map - baseline
- Questions
- Activities/tools - answers
- Problem solution
7
Q
TMP (8)
A
- States the problem statement
- Includes the business case
- Forces you to think ahead
- Keeps the focus on the problem statement
- Keeps track of thoughts and questions
- Predicts, anticipates and plans for possible outcomes
- Good tool for onwards communication
- Documents past and present
