sit with your studio section!!! a = t 9-1, b = t 1-5,...
TRANSCRIPT
SIT WITH YOUR STUDIO SECTION!!!A = T 9-1, B = T 1-5, C = W 11-3, D = W 3-7, E =R 9-1
Lecture 2: Understanding Customer Needs and Specifications
ME2110:CREATIVE DECISIONS
AND DESIGNDr. Kathryn WingateDr. Jeffrey DonnellDr. Amit Jariwala
Learning Objectives
• Identify customer
• Interpret customer needs
• Translate customer needs to engineering requirements using a house of quality
• Use a house of quality to show relationships among customer needs and engineering requirements
• Create a specifications list from engineering requirements and customer needs
Who is the Customer?
© GIT4
TEAMS THAT TEST IDEAS WITH CUSTOMERS EARLIER PERFORM BETTER
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Customer needs are found by asking, observing, and testing
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● Focus Groups● One-on-One Interviews● Lead Users● Ethnography● Empathic design● Many others... https://www.coolcamping.co.uk/features/35-the-rise-rise-of-inflatable-tents
Lin, J., and Seepersad, C., 2007, “Empathic Lead Users: The Effects of Ex-traordinary User Experiences on Customer Needs Analysis and Product Rede- sign,” ASME DETC Design Theory and Methodology Conference, Las Vegas, NV, ASME, New York, Paper No. DETC2007-35302.
● Problem definition (revisable, refinable, changeable)
Stakeholders Clarify the Task
http://www.37days.com/2005/12/follow_your_des.html
the best way to design paths “is to not design them at all”, but allow them to be revealed by the users – Carl Myhill, GE
Flicker. CogDog. Life Philosophy.
Be careful when interpreting customer needs…
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“If I had asked my customers what they wanted they would have said a faster horse.”– Henry Ford
Converging:Asking HOW Narrows Your Options
Faster horse
Few rests Resilient
Good genes
AgileResponsive
Training
How
Diverging:Asking WHY Opens Possibilities
WHY?
Feel powerful
See more in less time
germanhistorydocs.ghi-dc.org/
Do more in less time
Faster HorseMachines
Customer needs are specific, positive, and solution-neutral (ish)
© GIT12MIT OpenCourseWare: Thomas A. Roemer
Water Filter (WF)
● Specific Wheelchair Needso Safe: stays upright, stays still on hills, robust to
electrical signals, robust to environmental contaminants
o Easy to use: usable by movement impaired, simple controls, easy to access from bed or chair
o Cost: inexpensive, cost suggests high quality
● Specific Wheelchair Needso Safe:
o Easy to use:
o Cost:
Customer needs are specific, positive, and solution-neutral (ish)
NOTE: Textbook Examples Show Vague Customer Needs
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More depth and breadth: page turner example
Students at the Rosedale School have limited dexterity. The Rosedale library has an existing page-turning design that receives 10-12 hours of use a week for students reading books. The design team’s goal is to design and manufacture an improved device that does not damage books, operates consistently well, and is easier to load with books.
Ex. Page Turner
Question Customer Statement Interpreted Need ImportanceTypical uses
Likes
Dislikes
Suggested Improvements
© GIT15
Question Customer Statement Interpreted Need ImportanceTypical uses
Likes • Portable, Mobile• Auditory sound
provided when page is turned
• Adjustable stand for different book sizes
• Portable• Signals when performing
desired actions• Adjusts to different book
sizes
• (should) 3• (nice) 2• (must) 4
Dislikes
Suggested Improvements
Question Customer Statement Interpreted Need ImportanceTypical uses • Independent use by
student• Operable by person
with disabilities• (must) 4
Likes • Portable, Mobile• Auditory sound
provided when page is turned
• Adjustable stand for different book sizes
• Portable• Signals when performing
desired actions• Adjusts to different book
sizes
• (should) 3• (nice) 2• (must) 4
Dislikes • Heavy• Used so much that
we wore it out• Need consistent
page turning
• Lightweight• Repairable by staff• Easily replaceable parts• Predictable page turning• Low failure rate
• (should) 3• (should) 3• (must) 4• (must) 4• (nice) 2
Suggested Improvements
• Build in delay to handle multiple button pushes
• Be able to turn newspaper pages
• Be able to turn scrapbook pages
• Accounts for accidental,repeat button pushes
• Turns variety of pagetypes
• (should) 3• (nice) 2
House of Quality
© GIT16
(4) CENTERMetrics vs.
Customer Needs (relationships)
(5) BOTTOMMetric Targets
(engineering specification targets)
(3) CEILINGMetrics
(measuring customer need fulfillment)
(1) LEFTWeighted Customer
Needs
(6) TOPConflicts & Synergies
(2) RIGHTCustomer
Perceptions(of products &
concepts)
Customer Needs → Engineering Specifications
17
• Customer desires (qualitative)• Not tied to product/concept• Example:
“portable”“portable in a backpack”
• Product performance (quantitative)• ~Not tied to product solutions• TESTABLE NOT A TEST• Specification is a:
Metric with Target Value & units• mass < 0.1 kg
volume < 250 cm3
• Revised throughout design
Customer Needs Engineering Requirements and Specifications
HOQ
Metrics are powerful; they lead you to solutions
http://oregonstate.edu/instruct/me480/Homework/W12/ME480HWTwoSols.html
Some requirements might need qualitative evaluation
• Aesthetics – Could be ratings (i.e. 1-5 stars) by a test or focus
group• Ergonomics
– Generally guided by anthropometric values (i.e. average size hand or strength)
– Could be defined by task (i.e. how long can it be used without injury or discomfort?)
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Example House of Quality
20
Light weightStrong
Tota
l Mas
s
Stat
ic L
oad
Dyn
amic
Loa
d54
-
Total Hip Implant
0.5 50 50NNkg
+-
Units
Ex. Page Turner
Question Customer Statement Interpreted Need ImportanceTypical uses • Independent use by student • Operable by person with disabilities • (must) 4
Likes • Portable, Mobile• Auditory sound provided
when page is turned• Adjustable stand for different
book sizes
• Portable• Signals when performing desired
actions• Adjusts to different book sizes
• (good) 3
Dislikes • Used so much that we wore it out
• Heavy• Need consistent page turning
• Lightweight• Repairable by staff• Easily replaceable parts• Predictable page turning• Low failure rate• Long mean time between failures
(500)
• (good) 3• (good) 3• (must) 4• (must) 4• (should) 2
Suggested Improvements
• Build in delay to handle multiple button pushes
• Be able to turn newspaper pages
• Be able to turn scrapbook pages
• Turns variety of page types• Accounts for accidental, repeat
button pushes
• (should) 2• (good) 3
© GIT21
© GIT22
Engi
neer
ing
Requ
irem
ents
Customer Requirements (Explicit and
Implicit)
Needs-Requirements Matrix
© GIT23
Engi
neer
ing
Requ
irem
ents
Customer Requirements (Explicit and
Implicit) adju
stab
le r
ange
of d
imen
sion
s
forc
e on
the
page
rate
of w
ear
of c
ompo
nent
s
# sp
ecia
lty c
ompo
nent
s
# to
ols
need
ed to
rep
air
gran
ular
ity o
f pag
e tu
rnin
g co
ntro
l
erro
r ra
te in
pag
e tu
rnin
g
▼ ▲
operable by person with disabilities
Portable/Mobile
Signals when performing desired actions
lightweight
repairable by staff
easily replaceable parts
num
ber
of a
ssem
bly
and
disa
ssem
bly
orie
erro
r in
alig
ning
par
ts
tole
ranc
e of
use
r-in
itate
d m
otio
ns
grip
forc
e re
quir
ed o
f ope
rato
r
tota
l mas
s
carr
ying
dim
ensi
ons
audi
tory
vol
ume
of s
igna
ls
mat
ch s
igna
ls w
ith u
ser
gene
rate
d ac
tion
inte
nsity
of v
isua
l sig
nals
predictable page turning
low failure rate
safely handles variety of reading materials
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▼▼ ▼Direction of Improvement ▲ ▼ ▼ ▲▼ ▼ ▼ ◇ ◇ ◇ ▼
Specification Sheet
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RequirementTarget Value Resp. Test Source
Geometry
Range of book heights 3-12 in Donnell Measurements; book sample studies
Book study [1]
Range of book thicknesses 0.5-3 in Donnell Measurements; book sample studies
Book study [1]
Range of book widths 5-10 in Donnell Measurements; book sample studies
Book study [1]
Forces
Shear force on the page < 40g/m2 Telenko calculation; book sample studies
TAPPINewspaper [2]
Requirements List Checklist
© GIT25Pahl, G., and Beitz, W., 1999, Engineering Design: A Systematic
Approach, Springer-Verlag, London.
Main Headings ExamplesGeometry Size, height, length, diameter, extension, volume, tolerances (including stack-ups)Kinematics Velocities, accelerations, rpmsMass properties mass (system, payload, subsystems), mass moment of inertia, center of gravity,
Loadsstatic load, dynamic load (fully reversible? fluctuating? Duty cycle?) Life (# cycle, rpm/yrs), deflection
Dynamics Resonance frequencies, operating frequenciesPower Current, voltage, AC/DC, duty cycle, Capacity (Amp/hrs-batteries)
MaterialsCTE: Expansion/contraction allowances, chemical requirements, outgassing requirements, conductivity, surface roughness
Thermal Max/min operating temperature (environment, electronics), max/min storage temperaturesControls Rise time, settling time, error, signfal to noise ratio, over shootSafety safety systems for both operation an environmentErgonomics operating height, shape, lighting, movement pathsProduction dimensons, tolerances, preferred means of productionAssembly installation, special regulations, Operation Noise levels, specific enviroment requirements- salt water, Maintenance Inspection requirements, service timesQuality control Production inspection requirments to specific regulationsTransport Limitations due to lifting, means of transport (height, mass, width)
Refer to Standards Organizations
© GIT26
https://www.osha.gov/SLTC/etools/electricalcontractors/materials/heavy.html
“Lifting loads heavier than about 50 pounds will increase the risk of injury.”
http://www.cdc.gov/niosh/docs/94-110/
Occupational Safety and Health Administration (OSHA)
National Institute for Occupational Safety and Health (NIOSH)
Conflicts Matrix (roof of HOQ)
© GIT27
force on the page
tolerance of user-initated motions
grip force required of operator
total mass
carrying dimensions
auditory volume of signals
match signals with user generated actions
intensity of visual signals
mber of assembly and disassembly orientati
error in aligning parts
# specialty components
# tools needed to repair
granularity of page turning control
error rate in page turning
rate of wear of components
adjustable range of dimensions
+
−
erro
r ra
te in
pag
e tu
rnin
g
−
# to
ols
need
ed to
rep
air
gran
ular
ity o
f pag
e tu
rnin
g c
Column #
tole
ranc
e of
use
r-in
itate
d m
o
grip
forc
e re
quir
ed o
f ope
rato
tota
l mas
s
rate
of w
ear
of c
ompo
nent
s
adju
stab
le r
ange
of d
imen
sio
forc
e on
the
page
carr
ying
dim
ensi
ons
audi
tory
vol
ume
of s
igna
ls
mat
ch s
igna
ls w
ith u
ser
gene
inte
nsity
of v
isua
l sig
nals
num
ber
of a
ssem
bly
and
disa
erro
r in
alig
ning
par
ts
# sp
ecia
lty c
ompo
nent
s
Introductory Project: HW#1 Due Monday, May 22nd
• See Website (2110.me.gatech.edu)
• Fill out the customer needs, requirements, targets, directions, and conflicts
• Need to have at least two customer needs that other team mates don’t have..
• BRAINSTORMING EFFECTIVELY:– Work individually first, then meet to share ideas.
(otherwise group think happens and the number of ideas shrinks significantly)© GIT
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Introductory Project: Problem Understanding Deliverables due in Studio next week
• See Website (2110.me.gatech.edu)
• Seen a few examples in lecture..
• Deliverables due at the beginning of studio in Week 2• Updated Project Executive Summary:
An updated executive summary that takes into consideration the comments provided to you by your instructor and TA. The summary should be a maximum of one page in length. Discuss the major insights (i.e. what are promising ideas or things to improve upon from the existing market, as well as outcomes from the HoQ).
• A presentation on design tools (PowerPoint, 1 person, 5 min)Describe the design problem, as your team understands it. Describe or summarize a selection of existing good solutions from which your company might distinguish itself. Display a House of Quality to discuss the primary customer needs and specifications that your team will focus on. Present a function tree and point out the most difficult functions to achieve. Clearly present any assumptions that you make in your design. Summarize your work by stating the most important design objectives. Do not present any preliminary design ideas.
© GIT29