P10711: Wegmans Ergonomics & Tumbler Transport

Identify Customer Needs

Table of Contents

Step 1. Gather Raw Data From Customers

Customer Needs Raw Data

Customer Needs Affinity Diagram

Customer Objective Tree

Customer Function Tree

Step 2. Interpret Raw Data in Terms of Customer Needs

Interpreting Raw Data into Formal Customer Needs List

Step 3. Organize the Needs into a Hierarchy & Establish the Relative Importance of the Needs

Establishing Ranked Relative Importance of Needs

Step 4. Reflect on the Results and the Process

The process for identifying customer needs started off with a meeting at the Wegman's CIC. Wegman's employees that attended included Chris, the resident industrial engineer; Scott, Chris's supervisor; Wyatt, the marinade room's floor supervisor; Stephanie, a marinade room laborer; and Cindy, another marinade room laborer. Discussions during this meeting helped a lot with getting the basics of problems in the marinade room and get the ball rolling on this project. It also gave us a good rundown of how the processes run. Multiple visits to the CIC in subsequent weeks proved extremely useful. Actually going onto the marinade room floor and talking to the laborers at all different stages of the process helped specify which ergonomic problems were the worst. Visits on different days also allowed us to observe the different processes for wokery foods (with scoops and VMAG loading), whole turkeys/chicken breasts, rolled up chicken & cheese balls, as well as many other things from the pick list.

Follow-up meetings and emails with Chris and Paul, the Wegman's ergonomic expert, helped us narrow down needs that were actually within the scope of our Senior Design project. As we originally had a very long list of customer needs, these follow-ups helped us decide which needs were the most important. Customer needs identification also included coming up with metrics. Meetings with the ergonomics expert Paul showed us that Wegma's has its own way of measuring causes, effects, and costs of many ergonomic issues.