SEQUENCE OF PRODUCT DEVELOPMENT TO IT’S PROMOTION AND SALE :
The assurance of customer quality satisfaction must being during new product development. Whenever a new product is planned and a new design begun, fully as much as major new marketplace opportunity, there will be potential quality risk to the company. Because this is so, there must be a thoroughly structured series of activities to minimize this risk and to assure the quality of the new design to satisfy the customer in the marketplace.
A. CYCLE FOR DEVELOPMENT OF NEW PRODUCT :
The cycle for development a new product that takes place in many companies is now summarized. Several steps may be consolidated in some companies; the order of steps may be interchanged in others. Of steps of steps may be interchanged in others.
1.A new market opportunity to serve customers is identified and a new design is contemplated.
2.Technical, production, customer-use, and marketing analyses are made of the marketplace and the design. Cost targets, production volume, and price levels are preliminarily established.
3.General specifications are written. They may be in the form of
a.Sales propositions in the case of job-lot production.
b.Rough functional specifications for products that will be manufactured in mass quantity.
c. Broad identification of the coverage of the quality program for the product.
d.Overall outline of product service and maintenance objectives, quality-performance requirements, product life cycle targets, and other related product goals.
4.Preliminary design is made.
5.First prototypes are made. An extensive program of testing the characteristics of this design is carried out, including the components and sub assembling to be used. For products with electronic computing modules, the software will be evaluated and testing begun.
6.Preliminary design review takes place. Preliminary classification of characteristics of the design proceeds (including components and sub assembling); test procedures are evaluated; manufacturing and assembly capability are assessed; cost targets are reviewed; quality levels are identified design changes are defined and reviewed; process and manufacturing considerations are identified.
7.Intermediate design is made, including production drawing, and prototypes are build.
8.Tests are made on this inertmediate design review takes place. Action continues on classification of characteristics and upon manufacturing, assembling, and test requirement. Marketing and pricing estimates are reviewed. Design changes are defined and reviewed.
9.Final design is completed along with final specifications, standards, guarantees, quality planning and production drawings. Life and performance tests are culminated before final design completion. Components, section plants are developed; tool design and procurement are completed; and costing is finalized.
10.Sample production units are built.
11.Shipping and service procedures are defined.
12.Capability studies are made of new and current machines equipment and processes.
13.Supervisors and production employees are trained. Pilot runs are made using sample composed of production units. The results of the tests of these samples are incorporated into the design and manufacturing specifications if and as required.
14.Final design is reviewed. Product, software when appropriate, equipment, process, facilities, and development test results are analyzed by those functions which need to become familiar with the plans and which can make constructive inputs. The basic product cost targets and lie cycle cost objectives are reviewed to assure the goal of “design of cost”. Product qualification tests are satisfactory completed. Release for manufacturing of production tools and facilities is given, consistent with final design review approval and completion.
15.Marketing announcements are confirmed; product information manual, service publication, and training aids are competed, all with thorough attention to quality considerations.
16.The unit is released for active production.
B. The Fundamental Activities.
The fundamental activities of new-design control routines within the total quality program mesh into this sequence. These activities are now summarized:
1.Establishment of the quality requirement for the product. This involves analyses that culminate in customer-satisfaction-oriented specifications and standards which incorporated performance, reliability, maintainability, and safety requirements and the cost quality balance for the product and the components. It includes activation of that portion of the quality program which covers the reproduction evaluation and testing of the product
2.Design of a product which meets these requirements. This involves the establishment of the detailed drawing for the product and the preparation of the related engineering instructions. It includes following the quality program for classifying product and process characteristics, for conducting product life and safety evaluations, and the carrying on of environmental and other tests to determine the reliability of components and components and subassembling and of software where necessary. It also includes field tests and performance studies of assembled prototype of handmade samples. Simulation studies of product quality may be made where physical prototypes cannot be made available. Product cost and life cycle quality and cost goals are evaluated.
3.Planning to assure maintenance of the required quality. This involves the formal activation of the details of that portion of the quality program which covers the control of purchased material, the maintenance of quality during processing and production, and the assurance of quality during field installation and product servicing. It also includes the development of the final specifications for the quality information equipment which are required for incoming material, in processing control and field testing and evaluation.
4.Prepoduction review of the new design and its manufacturing facilities; formal release for active production. This involves the planned, formal evaluation of the designed product at several stages of the complete design process to assure its capabilities of meeting its warranties and guarantees under conditions of actual use. A series of performance and product qualification tests will be conducted, in terms required by the quality program, to review the product in all important customer and end-use aspects.
Particular emphasis is placed upon components testing under conditions which simulate actual customer use.
These four elements are quite in new design control programs of plants which produce such a wide variety of products as major electronic and mechanical products.
C. Typical New Design Development Sequence:
1.When such a new-design initiation is identified, representatives of key functional groups of the company work together to begin examination and evaluation of design data to ensure that the new product concept will meet the intended quality requirement.
One step in this evaluation is the initial formal design review meeting on the product, for consideration of its concept, function, and preliminary design. The product design engineer chairs this meeting, with close participation by quality engineering. Also in attendance are representatives from marketing, production, manufacturing engineering, purchasing and production control, product service, and other key areas as indicated.
2.The purpose of this review are to discover critical features of the proposed design for expected customer use; to anticipate trouble the factory may have producting the product or in product service in maintaining it.
3.The engineers plane and carry out the necessary analyses and test programs aimed at finding answer to design-oriented questions generated in step 2, with close participation and support by quality engineering and marketing, manufacturing, and service-oriented investigations that also from step 2.
4.The finding from the analyses and tests are incorporated by the design engineering into the new model design, as appropriate, classification of difficulties are eliminated. These changes are incorporate into the drawings and specifications. Life and performance test are begun and quality engineering product evaluation takes place.
5.While these test are in progress manufacturing engineers complete the planning for all the processing equpements and tooling. Work proceed by marketing and production control to detail spare-parts requirements, purchasing with close participation by quality engineering.
6.Intermediate design review takes place.
7.When the production tools and processing equipment’s are received manufacturing begins and a pilot assembly run is started.
8.The engineering manufacturing & quality control analyze the performance of the pilot run. They also study the quality of parts and assemblies produce for pilot run and final design review procedure is initiated.
9.Result of these analysis are incorporated by the designer in to the final design specification, standards, and guaranties.
10.Final product qualification tests take place. All product documentation, configuration control, product service, advertising, and sales brochures are competed. Final design review is completed.
11.The product is approved for mass production and sale.
INVOLVEMENT OF CENTRAL QUALITY ASSURANCE DEPARTMENT IN PRODUCT EVALUATION AND RELEASE:
Objective
This chapter deals with the procedure of the quality system for evaluation and release of new models.
Personal response
The set(s) are received from PDD/Project Cell/ME, corresponding to the stage of evaluation as defined section.
Product identification
The set received for evaluation is identified as per the exhibit “Set Identification” which indicates details such as model number, stage of evaluation, in and out date, responsible person and other relevant details.
Product evaluation stages
Major stages during Product-Evaluation Process w.r.t new models, are as follows.
1.Development model approval
2.Design approval(TTR1)
3.Pilot production approval(TTR2)
1.Development model approval
Receipt of sets:
At this stage one or two number of sets are submitted by product design and development department (PDD). PDD also submit relevant documents such as a product specification, engineering specification, circuit diagrams etc. along with set.
Test schedule:
The test schedule of applicable tests is defined as per quality plan At this stage, emphasis given on verification of implementation of action taken against earlier field-complaints for some chassis, apart from electrical design aspects.
Reports of non-conformity:
Non-conformity if any is reported as per exhibit “observation/non-conformity report”.
Corrective action are informed and implemented by PDD department, against non-conformities noted.
Product release:
Release is accorded, for TTR-1 after confirmation of effectiveness of action taken against NCs and after review of plan/comment for closure of open non-conformities(if any).
2.Design approval (TTR-1)
Receipt of sets:
At this stage 5 nos. of sets are submitted by project cell department.
Test schedule:
The test schedule of application tests is defined as per quality plan: At this stage, the set is checked for additional parameters like, aesthetics(color-scheme), packing, drop test etc.
Report of non-conformity:
Non-conformity if any is reported as per exhibit “observation/non-conformity report”. Corrective action are and implemented by ME department, against non-conformities noted.
Product release.
Release is accorded, for pilot-production (TTR-2) after confirmation of effectiveness of action taken against NSc and after review of plane/comments for closure of open non-conformities(if any).
3.Pilot Production Approval(TTR-2)
Receipt of sets:
At this stage 10 nos. os sets are submitted by ME (Manufacturing Engineering) department.
Test schedule:
The test schedule of application tests is defined as per quality plans.
Test method and acceptance criteria:
The test schedule of application tests is defined as per quality plans: at this stage, emphasis is given on critical parametric measurements likely to vary due to process; and also to the confirmation of UGB and the carton box w.r.t product specifications.
Reports of non-conformity:
Non-conformity if any is reported as per non-confirmatory reports. Corrective action are informed and implemented by ME against NCs.
Product release:
Release is accorded, for mass-production after confirmation of effectiveness of action taken against NCs and after review of plane/comments for closure of open non-conformities(if any).
Retention of reference set(s)
One no. of set released after every development stage, is kept COA for reference till the next stage. One no. of set released for mass-production is retained as reference, for period of three months from start of mass-production.
Database updation:
Database having details such as model no., chassis no., brand, sub-brand, special features, type no. of major components etc. is updated after release of any new model.
Pre-sale inspection:
Pre-sale inspection is jointly conducted by factory, sevice and marketing at godown prior too release in the market.
FEED BACK OF INFORMATION FROM THE FIELD.
The field organization has an important responsibility in feeding back information to the company such flow provide a further information technique for obtaining action in improving product quality and is a most useful measurement of quality properties.
Any design feature that cause difficulty in servicing need to be made known, needed.
1.ACTUAL PRODUCT PERFORMANCE DATA are necessary along with supplementary data concerning condition under which the performance data were taken.
Field failure data customer complaints should be sufficiently detailed to provide a means for analyzing the causes, so that proper corrective action can be applied.
2. Report format can be designed to make it easy for repair personal to note the cause of the malfunction of a product.
3.More sources for such data are service tickets, service call reports installation report. Returned apparatus report and other complaints when systematic collection of such data is included in quality cost accounting system of the company, the organizational component found responsible for causing the customer complaints can be charged for repair or replacement cost.
Personnel from central quality assurance (CQA) product design and development (P.D.D.) manufacturing engineering (M.E.) qualities assurance (Q.A) and central service operation (C.S.O.)
ACTION REPORTS ON FIELD FEEDBACK PROCEDURE FOR DATA ANALYSIS AND ACTION W.R.T. F.C.R.. DATA:
Complaint lodged by any customer or dealer is attended by the respective service center of that particular area. The data such as model no, serial no. warranty period, nature of complaint and action taken etc. is sent periodically by the respective zonal service centers to ‘ CENTRAL SERVICE OPERATION’ and sales department sends data about.
In –warranty population to C.S.O. based on the field complaints and In-warranty population, C.S.O. calculates F.C.R. for each model as per following formula.
Field calls rate (%)=( no. of complaints / in warrenty population) * 100
The F.C.R. report with all relevant details is sent by C.S.O. to factory (C.O.A.) on monthly bais.
REVIEW OF F.C.R. REPORT
1.the monthwise national F.C.R. report received from C.S.O. is reviewed and the “F.C.R. TREND” graphs is updated and communicated to management.
2.data collected from C.S.O. is analysed so as to find out the major contribution to field complaints for each chassis.
Major contribution to field call rate report which indicates total no. of field calls, in warrenty population ,F.C.R. data,
Top-5 major contribnution along with their contribution for all the chassis is prepared and communicated to all the concerned department in the organization.
The details w.r.t. the major contributors are reviewed for possible causes and are attributed as design, process and component.
Action On Major- Contributors
Following measures are considered depending on the type and severity of the problem.
1.Review of the defective components..
2.Review of the similar complaints in the factory.
3.Information about chassis details and field conditions.
4.Visit to customer dealer etc.
Based on above analysis given by the concerned department like design, component and process corrective actions are planned and effectiveness is verified.
Periodical meeting is held among the representatives of factory and those of C.S.O. information about action taken and planned is communicated in this meeting to C.S.O. the details of implementation of the corrective action in the sets from production line is informed to C.S.O. through “action taken report”.
If the solution is to be applied only against particular complaints and not as design change, then it is informed as service solution to C.S.O>
C.S.O> communication this information to all service centers.
Fast feed back:
Fast feed back depending upon the repetitiveness or severity of critical fields complaints for which immediate attention by the factory is necessary C.S.O. informs the feedback about such complaints generally reviewed as “ FAST FEEDBACK”.
Customer attitude:
Customer attitude determination is intended to obtain and measure the opinions impression, reactions and degrees of satisfaction of individual customer regarding the overall efforts of the company towards providing quality for its products/ or service.
The result of such program are a basis for determining which factors customer regards as most important in a product for establishing corrective action on reported problems and for achieving improvement in customer attitude.
Among the important attitudes which can be measured are the following.
1.Qualities of shipment.
2.Qualities of product installation.
3.Qualities of product operation.
4.Qualities of product functional design.
5.Maintainability.
6.Serviceability ( easily followed instructions easily obtainable tooling and so on.)
7.Qualities of service.
There are many methods and medias to collect this information one of the most generally used as questionnaires sent directly to the customer now a days it conducted through internet or telephone interviewing or personal visit by a company representatives.
Useful information can also be gained by examination of buying trends (graph) comparison with bench mark. Model to model comparison and so forth.
Although the favorable attitudes and good will of each single customer is important to a company, it is apparent that some accounts are more critical than others regarding volume, size, revenue, cash , profit, potential business, prestige, image, and so fourth for this reason “ customer rating plan” is sometimes adopted as a means weighting customer response between “critical customer” and major customer.
CONCLUSION:
From this study I conclude that for compete with leading benchmark in the market and for customer satisfaction. Company should have to concentrate on the customer satisfaction, and company should study the customer attitude, and design should such as to improve:
1.Qualities of shipment.
2.Qualities of product installation
3.Qualities of product functional design.
4.Maintainability.
5.Serviceability.
6.Qualities of service.
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