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FCC QFD/CORA Template
Author: Mirelis Cotto
Class: IE 673 FALL 2006 (E-Learning)
E learning pack ID: IE673_Fall 2006_44
October 28, 2006
- Introduction and Project Objective
- Methodologies Applied
- Main Body of the Project
- Further Work Proposed and Required
- References and Bibliography
Introduction and Project Objective:
Fiesta Catering & Cakes (FCC) is a company which will provide catering, and event coordinating services for businesses as well as individuals. Its goal is to provide a creative, healthy, innovative and easy alternative to its customers while still maintaining exceptional quality. FCC believes that the goal of excellence and performance comes from a keen sense of quality in everything that it does and all of those it employs. Giving customers more than what they expect and achieving it at a viable cost is of great importance and will provide an increase in customer satisfaction, positive feedback, free advertising by word of mouth and help to cement a great reputation as an inventive leader in the industry.
FCC will strive to focus mainly on exceeding customer needs, providing outstanding service, and dependability. Giving customers more than what they expect and achieving it at a viable cost is of great importance and will provide an increase in customer satisfaction, positive feedback, free advertising by word of mouth and help to cement a great reputation as an inventive leader in the industry. Outstanding service will ensure that the customer receives the products and services that it requires in an above satisfactory manner. Also at FCC we believe in providing a security to our customer that our services will be achieved in a timely and efficient manner.
New requirements created by the market show up continuously and are driven by the customer. For a process or service to be successful it is necessary that it fulfill all customer requirements. In this sense then, customer requirement analysis is a key component to overall quality. Some methods used for this include QFD (Quality Function Deployment), CORA (Component Oriented Requirements Analysis), process modeling such as CIMprg conducted in assignment #1, to name a few can help get a good idea of the functionalities of a given product, process or service and achieve our goal to a company wide TQM approach. (1)
The methodology applied for this particular assignment is the CORA (Component Oriented Requirements Analysis). This method was developed by Professor Paul Ranky; Ph.D to analyze product/process and TQM/TQC needs. The CORA method is mainly based off of the Quality Function Deployment (QFD) as well as other methods used to better quantify user requirements. The CORA method is a TOPS (Team Oriented Problem Solving) method which attempts to minimize all around dissatisfaction, financial loss and poor communication. (1)
CORA is an iterative procedure that promotes systematic engineering team thinking when a new process or product, or system design is developed. CORA is applied during the planning stages of a product or process development project, as well as later for TQM /TQC and other purposes, and then updated as needed. The CORA team’s goals are to:
- Understand the requirements
- See the Solutions
- Apply learned Problem Solving Skills
Main Body of the Project:
Because FCC is an organization that mainly provides a service to the public it heavily relies on getting most of its success from fulfilling its customer requirements. In its attempt to this FCC is collaborating with four companies. These companies are Cannon USA, Inc., Faber-Castell USA, Inc. (Creativity for Kids), Aisin World Corp. of America and Nikon Inc. The current knowledge and expertise along with the collaboration of these four companies will give FCC a better way to identify user requirements, their impact to the process or service and any critical actions required to reach the solutions.
CORA template developed by FCC is provided below.
FCC CORA Template
In this excel spreadsheet matrix the user or customer requirements are located on the left hand side which are then evaluated and given a priority level on scale of 1 to 5, where 5 is the most critical. FCC relies heavily on satisfying customers and quality it accounts for the vast amount of user requirements. Some of the main user requirements are Superior Food Quality and Superior Event Coordination and Service.
The given solutions for the user requirements are identified and listed in the top section of the spreadsheet. Each cell in a specific column is given a rating 1, 3 or 9 depending upon how it correlates with the requirements. This rating is the Absolute Importance Rating (AIR) and each number represents the priority for that user requirement where; 9 is a high level correlation, 3 is a medium rating and 1 is the lower level correlation. Then the importance rating value is multiplied by the correlation value, and then the result is added to the sum of the next row, until there are no more rows.
Based on the absolute importance rating the solution with the highest rating is the most important one. The column with this solution and the requirement for which this specific solution has 9 (i.e. highest correlation value) is satisfied first. According to the FCC template the highest requirement/solution is Pre and Post Management with the score of 384. CORA also provides a competitors’ position which is compared and then changes and decision can be analyzed and made based on the information (1).
Following the results of the matrix, the Pre and Post Management column would be the first column that is checked. Upon checking this column the teams involved in engineering solution would read through the column and make sure that any customer requirements that are a value of 9 are top priority and to ensure that these requirements are met before any others. In this case that would include Delivery Reliability, Providing Event Coordination and Publicity, Availability of Sample Menu and Design, Reliability in providing creative and Innovative Menus/Design, Event and Superior Food Quality, Reliability of Venue Inspection and Cleanliness and Superior Event Coordination and Service. Due to there high if they are not met then the issues will be addressed and a plan will be established to complete the requirement quickly. Any lessons learned will be updated and incorporated into the CORA matrix for future projects. Following these being fulfilled the requirements with a value of 3 will be looked at next for completion and then those with a value of 1 if any exist. Once that column is complete the teams will move on to the column with the second highest absolute importance rating. The same steps done for the customer requirements will be followed for this and each subsequent column. This will ensure that the most important columns are dealt with first and that the user requirements that fall a column are given the highest importance/visibility for completion, thereby ensuring that the level of quality within the company is maintained.
The CORA method is a valuable to understand all user requirements as well as easy to use/interpret. By using this method FCC was able to determine in order the degree of importance a given solution is within the TQM process with the highest being Pre and Post Management. By using this method FCC is one step further in achieving superior quality.
Further Work Proposed and Required:
CORA is a very powerful tool that can be of great use. In order for this to work however all departments must be aware of this tool and know how to create, modify and interpret it to insure proper use. FCC will train all employees on this tool, incorporate it into everyday business life as well as continuously maintain it. Because of the diversity of products and services that FCC provides it is also under consideration to not only have an overall CORA matrix for the organization but to also have other smaller matrices created for the subdivision of the company.
FCC – Fiesta Catering & Cakes
Total Quality Management - is an approach to business involvement led by the theme of quality
Quality - a management philosophy that is the overall level of product, process and service excellence.
QFD – Quality Function Development; customer requirement method
CORA – Component Oriented Requirements Analysis
CIMpgr - a graphical method for modeling a system
Collaborating Companies – Cannon USA, Inc., Faber-Castell USA, Inc. (Creativity for Kids), Aisin World Corp. of America and Nikon Inc
REFERENCES AND BIBLIOGRAPHY
1) Total Quality Management 3D eBook, CIMware USA, Inc., and CIMware Ltd. UK; Chapters 6-8
2) Ranky, IE673 Total Quality Management, E-Learning Package IE673_Fall2006_44
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