Alignment of Process to Customer Requirements.

In order to minimize customer losses,it is desirable to align the process (process center) with the customer requirement (specification target).

It is additionally beneficial to the customer if variation around the target value is continually reduced.

This practice is sometimes called aligning the "Voice of the Process" with the "Voice of the Customer".It should be noted that although no variation is assumed in the "Voice of the Customer" for this example,the "Voice of the Customer" (specification target) does vary in the real world and this further complicates achieving true customer satisfaction with a given process.

Finally,when an estimated translated loss is generated by considering the actual distribution of parts being produced by this process,in conjunction with the loss being generated by this process,it can be shown that,in this case,approximately only 45% of the total loss to the customer is being accounted for by the parts beyond specification,while the remaining loss is coming from parts within specification but not at the target.

This strongly suggests that the "Goal Post" mentality,or computing percentage of "Bad" parts (parts beyond specifications),in and of itself,does not provide a proper appreciation for understanding the effect the process is actually having on the customer.