ASQ Calgary Events
Understanding Critical-to-Quality Requirements with Kano’s Model
Event Description
We all want to make profit by delivering value and excellence in our products and services, but why do we need to spend up-front time carefully defining and understanding Critical-To-Quality (CTQ) requirements for these products and services? Professor Noriaki Kano developed a model to understand the reactions of customers to product or service features and how they impact customer satisfaction. This model is very useful in identifying and understanding CTQ requirements in Lean Six Sigma programs. This talk provides an explanation of Professor Kano's model and how it fits into, and why it is important for any Lean Six Sigma program. Three types of CTQ characteristics and how they transition over time will be discussed with examples. In addition, a case study showing the construction of a Kano questionnaire, with the subsequent survey of customers to identify CTQ's, will be shown with analysis using selected samples of actual data from a Ford Motor Company vehicle study. Key findings and lessons learned from the case study, as well as managerial implications and future directions of the technique will be discussed.Speaker(s):
Maria Stoletova
Maria Stoletova has over 10 years of consulting and teaching experience in the quality area. Maria holds a Doctor of Philosophy degree in Engineering (equivalent) from Vladimir State University ( Russia ), Master's degrees in Industrial Engineering from Wayne State University ( USA ), in Operations Management from the University of Arkansas ( USA ), and in Metrology from Vladimir State University . She taught courses in operations management, decision analysis, supply chain management, quality improvement, applied engineering statistics, and metrology at U.S., Canadian, and Russian Universities. Maria worked on research projects in the fields of quality assurance and international quality standards. She completed a number of consulting projects in the quality improvement area working with manufacturing and service companies. Maria is a "Six Sigma - Green Belt" and an ASQ Certified Quality Manager, Certified Quality Engineer and Certified Quality Auditor.
When:
Date: January 18, 2012
Start Time: 6 PM
Event Duration: 1.5 hours
Cost:
Members: $Free.00
Non-members: $Free.00
Contact:
ASQ-QDG-18Jan2012
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There is no need to confirm attendance at QDG's, and please feel free to bring along a friend or colleague.
Where:
DeVry Institute of Technology
2700 3 Avenue SE
Calgary, AB T2A 7W4
Event Room: please check event for room number
Please park in visitor parking. Guests can park in the DeVry parking lot after 5:30pm without fear of being towed.
