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How do you cope with changing customer requirements and expectations in SPC?

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Statistical Process Control (SPC) is a method of monitoring and improving the quality and consistency of a process by using statistical tools and techniques. However, SPC is not a static or rigid system that can be applied without considering the changing needs and expectations of customers. In fact, customer feedback and satisfaction are essential inputs for SPC to be effective and relevant. So how do you cope with changing customer requirements and expectations in SPC? Here are some tips and strategies that can help you adapt and improve your SPC capability and performance.

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1 Understand customer needs

The first step to cope with changing customer requirements and expectations in SPC is to understand what they are and why they change. Customer needs can vary depending on factors such as market trends, technological innovations, competitive pressures, regulatory changes, and personal preferences. You need to communicate with your customers regularly and systematically to gather their feedback, opinions, complaints, and suggestions. You can use various methods such as surveys, interviews, focus groups, online reviews, and social media to collect customer data and analyze it using SPC tools such as Pareto charts, histograms, and control charts.

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Michael Chaw

Engineering Manager for Yield & Process Optimization at HGST, a Western Digital company
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As noted, focus on the Customer and really understanding their objective is critical to efficient use of resources, collaboration, and success. A good fundamental understanding of SPC is necessary to understand and believe that it's not just beneficial to Customers, but essential to the success as a supplier of quality goods and services. Another point: don't make assumptions about what the Customer wants, communicate directly and well to understand what they need.

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2 Align process goals

The second step to cope with changing customer requirements and expectations in SPC is to align your process goals with your customer needs. You need to translate customer data into measurable and meaningful specifications and standards that define the quality and performance of your process output. You can use SPC tools such as quality function deployment (QFD), design of experiments (DOE), and capability analysis to identify and prioritize the critical customer requirements and the key process variables that affect them. You can also use SPC tools such as process mapping, flowcharts, and cause-and-effect diagrams to identify and eliminate the sources of variation and waste in your process.

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Murat Arslanoglu

Global Director of R&D @Teknorot Automotive
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SPC has great tool to monitor important process performance involving special (safety and critical) characteristics in automotive and aerospace sectors. Important process characteristics (such as safety related) is to be monitored and assessed continuously so as to create an early alarm whenever a major deviation occurs before the failure. This is very critical in automotive and aerospace sectors to keep the process quality level within acceptable range at all times.

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Michael Chaw

Engineering Manager for Yield & Process Optimization at HGST, a Western Digital company
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With the continued development of computing (hardware and software) , the ability to understand, control, and monitor process is greater than ever. Customers want product built to their requirements, on target, and as stable as possible. Suppliers want consistent and predictable processes. Therefore, as stated, it's important to understand process inputs and identify critical outputs using the tools identified. Focus should be on controlling inputs since the outputs are primarily results of controlled or uncontrolled inputs - although monitoring of outputs is important for process feedback and customer reporting. Utilization of the DMAIC process will lead teams to understand and control their processes efficiently and effectively.

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3 Implement process improvements

The third step to cope with changing customer requirements and expectations in SPC is to implement process improvements that enhance your process capability and performance. You need to use SPC tools such as control charts, run charts, and scatter diagrams to monitor and control your process variables and ensure that they are within the acceptable limits. You also need to use SPC tools such as improvement cycles, such as Plan-Do-Check-Act (PDCA) or Define-Measure-Analyze-Improve-Control (DMAIC), to test and verify the effectiveness of your process changes and to standardize and sustain the best practices.

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Michael Chaw

Engineering Manager for Yield & Process Optimization at HGST, a Western Digital company
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Another point or perspective: in many manufacturing environments, SPC alerts are often received as problems (at best) or nuisance (at worst). A glass half full perspective could be that SPC informs the process improvement team of potential shifts or increased variation in the process which if attacked, often leads to an improved understanding of the process and therefore improved control.

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4 Review process outcomes

The fourth step to cope with changing customer requirements and expectations in SPC is to review your process outcomes and evaluate your customer satisfaction. You need to use SPC tools such as histograms, box plots, and capability indices to measure and compare your process output against your customer specifications and standards. You also need to use SPC tools such as customer satisfaction surveys, net promoter score (NPS), and customer loyalty index (CLI) to measure and improve your customer satisfaction and retention. You need to track and report your process performance and customer feedback using SPC tools such as dashboards, scorecards, and reports.

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Michael Chaw

Engineering Manager for Yield & Process Optimization at HGST, a Western Digital company
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While performance of key metrics will typically drive team behavior, it is most important to really understand what the Customer needs. The goal really needs to be to exceed Customer expectations. An elated Customer is a WIN!

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5 Learn and innovate

The fifth step to cope with changing customer requirements and expectations in SPC is to learn from your process data and customer feedback and to innovate your process design and delivery. You need to use SPC tools such as benchmarking, brainstorming, and affinity diagrams to identify and explore the best practices and new ideas that can improve your process quality and efficiency. You also need to use SPC tools such as failure mode and effects analysis (FMEA), risk analysis, and contingency planning to anticipate and mitigate the potential risks and challenges that can affect your process performance and customer satisfaction.

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Michael Chaw

Engineering Manager for Yield & Process Optimization at HGST, a Western Digital company
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SPC in general, is reactive. Get ahead the game and invest resource in detailed process mapping and FMEA to be proactive. Many organizations recognize fixing/correcting problems after symptoms arise, more credit needs to be given to teams that avoid problems.

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6 Engage and empower

The sixth step to cope with changing customer requirements and expectations in SPC is to engage and empower your process team and your customers. You need to involve your process team in the SPC activities and decisions and to provide them with the necessary training, tools, and resources to perform their tasks effectively and efficiently. You also need to empower your customers by providing them with the information, options, and feedback that they need to make informed choices and to participate in the process improvement efforts. You can use SPC tools such as team charts, recognition systems, and reward programs to motivate and reward your process team and your customers for their contributions and achievements.

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7 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?

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How do you cope with changing customer requirements and expectations in SPC?

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1 Understand customer needs

2 Align process goals

3 Implement process improvements

4 Review process outcomes

5 Learn and innovate

6 Engage and empower

7 Here’s what else to consider

Statistical Process Control (SPC)

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