Scope of session
This session will consider the role of customer perspective auditing within design, engineering and manufacturing. The information presented will firstly introduce the different dimensions of quality that a consumer product can exhibit and how this should be measured. The session then focuses on the automotive application of a customer perspective auditing tool know as the Final Vehicle Product Audit (FVPA). Although, an automotive focus is given to customer perspective auditing, similar techniques can be applied to other consumer products.
Session objectives
There are a number of main objectives to this session:
- To outline the different dimensions of quality a product can exhibit and how they can be perceived by the customer;
- To explain how the Final Vehicle Product Audit (FVPA) technique is applied in the automotive industry to assess the product from the perspective of the customer;
- To illustrate the importance of the supply base in the FVPA process.
Learning outcomes
This session will improve the knowledge and understanding of the participant in the field of customer perspective auditing. This will allow people that have completed the session to recognise the different quality elements that the product can exhibit and be able to differentiate between them. The participant will have a good grounding to be able to use a customer perspective auditing technique within their company during both product development and volume manufacture.
Page 1 of 11