| CUPID | This project is closed |
| Customer Satisfaction Processes in Design |
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Context The global business environment requires new vehicles to be developed more quickly, with reduced budgets, to higher quality levels and to achieve higher customer satisfaction levels. One factor in the required improvement process is the reduction of design changes once production tools have been designed. Design targets must be defined at the start of the process and remain unchanged throughout. Some late design changes result from the designers initial lack of understanding of customer requirements. Most customers can describe the features that they dislike in their present vehicle. They are not however able to articulate the features of their next vehicle that would provide delight, and which they would come to value. Aims To understand customer requirements more clearly at the early design stage to avoid late design changes. To identify how to put more customer delighters into the design of new vehicles. Method The project will research the alternative processes for the determination of positive customer satisfaction criteria. It will explore the commutability of QFD in the early stages of the design process, and encapsulate the methods into a tool that extends QFD into Customer Focus and Deployment. The tools will be integrated into the existing processes to validate their impact. Benefits The collaborators have targeted a 65% reduction in design changes resulting from a misunderstanding of the customer focus Participants Nissan Technology Centre Europe Cranfield University MIRA |
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