P09457: Process Improvement Project

Identify Customer Needs

Table of Contents

Customer Needs

Step 1. Gather Raw Data From Customers

Interactions with Customers

Notes From Conference Call 10-17

Notes From Visit to Dresser-Rand 10-31

Notes From Visit to Dresser-Rand 12-12

Step 2. Generate Needs

Step 3. Establish the Relative Importance of the Needs

Customer Needs
Customer Need # Importance Description Comments
CN 1 1-1 Increased worker safety by decreasing/preventing recordable injuries and near misses Holds the most weight in reason for change
CN 2 1-2 Increased plant capacity More floor space allows for more work to be accessible
CN 3 1-3 Increased throughput of final product
CN 4 2-1 Standard work stations so any employee can quickly identify and operate equipment Currently no standards in work processes, work zones, booths
CN 5 2-2 Improve flow of parts and material between cells Find solutions to allow parts to flow through the factory
CN 6 3-1 Install visual controls Allow for faster retrieval or parts, resources, personnel priorities
CN 7 3-2 Eliminate unnecessary inventory Some parts in the consignment area have a thick layer of dust