'Customer satisfaction' is according to ISO 9001: 2000 and Lean Six Sigma (=statistic process control methodology with an emphasis on fast throughput processes) the most important quality aspect. A satisfied customer should get a product with a good price that will be delivered at the promised time with no errors or initial failures and requiring no exaggerated service. A satisfied customer has faith in the product and has absolutely no doubts concerning the reliability.

However, the customer only wants to pay for quality that fulfils his demand set. Because all quality characteristics can be quantified in money, no unnecessary costs should be added to the product that does not represent value for the customer. Amongst other these include:

• No costs for the repair of errors
• Minimalisation of overhead costs through shorter cycles
• Minimalisation of material, labour and energy costs
• No unnecessary goods transport
• Investments in conformity of production quantities

Nowadays innovations shift from product development to process development. Profit goals are dependent on value chain management. The market dictates the consumer price, making the cost price structure the only variable, Furthermore, products have more technical variations for larger geographical and cultural distribution areas, making a variety of technical norms and language related differences. Fast changes in lifestyles ask for more dynamic product features. An improved exploitation of technological chances is necessary. The development process should, therefore, anticipate on the value chain that will have the offer to the customer as a result.

The company processes which produce the product will also determine the costs of the product. Lean Six Sigma contributes to the reduction of the operational costs through eliminating unnecessary costs; the improvement of quality and the acceleration of the process for lower overhead costs. To make a profit the difference between the costs to produce the product and the intrinsic value of the product must be maximised. The functionality and performances of the product and the robustness of the design defines the intrinsic value. The visible characteristics of the product, such as design, ergonomics and material choice, can influence the appraisal of quality favourably. This should improve customer satisfaction.

Cordia Product Realisatie B.V. supports you...

• For designing the Innovation procedures required;
  
• For producing templates for milestone reporting;
  
• For a univocal communication between Project Managers and the Executive Board for fast go/no go decisions based on risk management;
  
• For enabling systematic shorter time-to-markets;
  
• For implementing the lean six sigma parameters during the development process;