RE: What charts does a CEO need?: Warning, Danger Ahead!

[Gordon Housworth <ghidra@modulor.com>]

Rip:

>>I would favor a gradual introduction to
QFD, building one peice of the House at a time. 

Based upon a six year experience with a US automotive OEM, QFDs have not
been seen to have an effective impact on the working engineer or manager.
They are rarely completed due to the resources required to fill the House.
In the rare cases when the House is completed, the QFD becomes shelfware, a
milepost long forgotten.  In either case the House is distorted due to Voice
of Engineering invisibly substituting for Voice of Customer.  We call this
the Petrified Wood Effect: The result has some characteristics of the living
tree, but is heavy and inflexible, and hurts when it falls on you.

We agree that the Balanced Scorecard is a good Stage One foundation for
senior management, but in the mid-manager and engineering areas where there
is a significant chimney effect and a priority upon immediate results, we
use the Kano Model to parse Voice of Customer into actionable blocks.  It is
not perfect but these harried clients find it effective for their needs.

Regards, Gordon Housworth
Intellectual Capital Group LLC
26775 Crestwood
Franklin, MI 48025
248.626.1310
ghidra@modulor.com
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