Understanding and meeting both implied and specified customer requirements is crucial in manufacturing to ensure customer satisfaction and trust. Specified requirements, such as container sizes and shipping dates, are clearly detailed in contracts or orders. Implied requirements, such as ensuring a package does not leak or damage the product, are expectations that customers have without explicitly stating them. Both types of requirements must be clearly communicated and understood by all employees on the shop floor.
To effectively meet these requirements, several tools and practices are used.
Inspection Equipment and Fixtures: These tools ensure that the manufacturing process remains in control and that measurements are accurate.
Process Controls: Devices like pressure gauges and temperature gauges help maintain the integrity of the manufacturing process.
Visual Quality Systems: These systems help articulate the requirements and ensure that all employees are aligned with the manufacturing standards.
Control Plans: These documents outline the steps and checks necessary to meet quality standards.
Operational Standard Work Documents: These documents provide detailed instructions and procedures to ensure consistency and quality in the manufacturing process.
Quality Leaders: They play a critical role by fostering a mindset of accountability and empowerment. Quality leaders encourage employees to take proactive actions to address issues and prevent nonconformities.
By integrating these tools and practices, manufacturers can ensure that both specified and implied customer requirements are met, leading to higher customer satisfaction and trust.