How do you create customer-centric products with DFSS?

1 What is DFSS?

DFSS is a structured and data-driven approach to design or redesign products or services that meet or exceed customer requirements and expectations. It is based on the premise that quality and performance are determined by design, and that defects and variations can be prevented or minimized by optimizing the design process. DFSS aims to achieve Six Sigma level of quality, which means less than 3.4 defects per million opportunities.

2 How does DFSS work?

DFSS follows a project management framework that guides the design process from ideation to launch. There are different variations of the framework, but one of the most common ones is DMADV, which stands for Define, Measure, Analyze, Design, and Verify. Each phase has specific objectives, deliverables, and tools that help the design team achieve customer-centric outcomes.

3 Define phase

In the Define phase, the design team identifies the problem or opportunity, defines the project scope and goals, and establishes the customer needs and expectations. The team also forms a cross-functional project charter that outlines the roles, responsibilities, and resources of the project. Some of the tools that can be used in this phase are Voice of the Customer (VOC) analysis, Quality Function Deployment (QFD), Kano model, and Critical to Quality (CTQ) tree.

4 Measure phase

In the Measure phase, the design team collects and analyzes data to quantify the customer needs and expectations, and to establish the baseline performance of the current or similar products or services. The team also determines the specifications and targets for the new or improved product or service, and identifies the potential risks and gaps in the design process. Some of the tools that can be used in this phase are Benchmarking, Gap analysis, Risk analysis, and Design Scorecard.

5 Analyze phase

In the Analyze phase, the design team generates and evaluates various concepts and alternatives for the new or improved product or service, and selects the best one based on the customer needs and expectations, and the specifications and targets. The team also validates the feasibility and functionality of the selected concept, and optimizes its performance and reliability. Some of the tools that can be used in this phase are Brainstorming, Morphological matrix, Pugh matrix, Design of Experiments (DOE), and Failure Mode and Effects Analysis (FMEA).

6 Design phase

In the Design phase, the design team develops and tests the detailed design of the selected concept, and prepares the documentation and specifications for the production or delivery process. The team also ensures that the design meets the customer needs and expectations, and the specifications and targets, and that it complies with the regulatory and quality standards. Some of the tools that can be used in this phase are Prototyping, Simulation, Testing, and Design for X (DFX).

7 Verify phase

In the Verify phase, the design team implements and evaluates the final design of the new or improved product or service, and verifies that it meets the customer needs and expectations, and the specifications and targets. The team also monitors and controls the performance and quality of the product or service, and implements the feedback and improvement mechanisms. Some of the tools that can be used in this phase are Pilot testing, Control charts, Control plan, and Lessons learned.

8 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?