Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

Chng 3. Phn tch mc tiu bi ton thit k c kh

Thit k l n lc ca c i, nhng cc nh k thut v cc nh nghin cu th trng trong i s giao tip vi nhau nh th no?. Nh bit, tin trnh thit k ni chung bao gm su giai on nh sau: Giai on 1. Giai on 2. Giai on 3. Giai on 4. Giai on 5. Giai on 6. nh gi hin trng sn phm Lp k hoch pht trin sn phm Phn tch mc tiu bi ton thit k Thit k khi nim Pht trin sn phm H tr sn phm

Ni dung chng ny trnh by cc k thut v cch thc trin khai giai on th ba ca tin trnh thit k c kh giai on xc nh mc tiu k thut ca sn phm cn thit k. Phn tch mc tiu bi ton thit k c ngha l to lp c cc m t k thut y cho sn phm s thit k nhm chc chn rng, sn phm s p ng k vng ca khch hng. Ni dung ch yu cn thc hin ca giai on ny l phi chuyn i cc nh gi v i h i ca khch hng v cht lng sn phm tng t hin thi trn th trng thnh cc d liu o m c, gn kt chng vi cc c tnh k thut cn thit v chc nng ca sn phm. Ni theo cch ni ca ngi Nht l Listen to the voice of customers (Lng nghe ting ni ca khch hng). Trn c s , cng vi vic nh gi so snh sn phm tng t ang c ca chnh cng ty v cc i th cnh tranh, c th xut ra c cc b gi tr mc tiu k thut phn nh cht lng ca sn phm cn thit k. C nhiu phng php xc nh cc yu cu k thut cho sn phm m i, trong phng php Trin khai chc nng cht lng thut ng ting Anh l QFD (Quality Function Deployment) - l phng php ph bin hn c. Phng php QFD ln u c gii thiu vo nm 1966 bi Dr. Shigeru Mizuno v nm 1972 Yoji Akao. Hng TOYOTA v cc nh cung cp ca hng pht trin phng php ny theo nhiu cch khc nhau. Ngi nh cht lng c ng dng v mang li thnh cng ln cho cc nh sn xut Nht Bn, bao gm dng c in, dng gia nh, qun o, vi mch, cao su tng hp, dng c xy dng, my nng nghip Phng php QFD rt mnh m v n kt hp cc ting ni ca khch hng trong thit k do sn phm cu i cng s c thit k tt hn p ng nhu cu ca khch hng. Hn na, n cung cp mt ci nhn su sc vo ton b thit k v hot ng sn xut (t tng n sn xut) v n c th ci thin ng k hiu qu nh cc vn sn xut c gii quyt sm trong giai on thit k. Mt minh ha r nt v hiu qu s s dng ca phng php ny l cng ty Toyota cng ty gim c 60% chi ph khi a ra th
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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

trng mt kiu xe hi mi. Thm vo , n gp phn gim n mt phn ba thi gian pht trin sn phm trong khi cht lng sn phm vn c nng cao. QFD c p dng t giai on u ca qu trnh thit k nhng yu cu ca khch hng c tch hp vo sn phm. Cc phng php QFD da trn mt phng php tip cn h thng k thut, l l tin hnh xy dng Ngi nh cht lng (House of Quality - HOQ). Ngi nh cht lng c nh gi l cng c hu hiu chuyn cc d liu nghin cu th trng (di dng cc pht biu nh tnh nh tt, kh, d/ kh) thnh cc phn tch k thut nh lng, o m c t , t ra cc mc tiu k thut c th cho sn phm mi. Hnh 3.1 Trnh by cu trc ca mt m hnh ngi nh cht lng.

Hnh 3.1. Cc vng d liu ca ngi nh cht lng (HOQ)

Kiu ngi nh ny bao gm 8 phng, m i phng cha ng nhng thng tin cn thit khc nhau. S th t ca cc phng ca ngi nh ch th t cc bc sau ca qu trnh thit k: 1. 2. 3. 4. 5. 6. 7. 8. Xc nh ai l khch hng (Who); Xc nh yu cu ca khch hng (Khch hng cn g - What); nh gi tm quan trng ca cc yu cu (Who vs. What); nh gi mc cnh tranh (Now); Xc nh cc c tnh k thut (How); Xc nh mc p ng ca cc c tnh k thut (What vs. How); Xc nh cc mc tiu k thut (How much); Tng quan gia cc c tnh (How vs. How).

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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

Ni dung c th v tin trnh thc hin cc bc ni trn s c trnh by chi tit trong cc phn tip theo ca chng. Cc bc c minh ha thng qua mt v d xuyn sut chng nhm gip qu trnh lm quen v p dng phng php c d dng. 3.1. Xc nh khch hng Khch hng v kin nh gi ca h lun l mi quan tm ln nht ca nh sn xut, c bit l i vi cc nh thit k. Khng c khch hng c ngha l vic sn xut, kinh doanh khng tn ti; vic thit k hay lp n sn xut khng c ngha kinh t. Vic xy dng ngi nh cht lng c khi u t khch hng v cc yu cu, i h i ca h. Thng thng vi m i sn phm, cc c tnh theo yu cu khch hng thng bao gm t 30 n hng trm u mc. V d v cc yu cu ca mt cnh ca t, c th c cc yu cu v c tnh d ng/m; gi tnh trng m khi nghing xe hoc khng dt khi tri ma, hay khng lt ting n trn ng vo xe, v rt nhiu i h i khc na Trong ting Anh, c cc thut ng ch khch hng nh: Customer (khch hng ni chung), Consumer (Ngi tiu dng) v Client (khch hng s dng dch v). Mt khch hng ni chung (Customer) l ngi c th a ra cc nhn xt, nh gi v sn phm k c khi ngi ny khng phi l ngi mua (Buyer) sn phm . Chng hn, ngi dng (User) ca bn gh, my tnh ca mt cng ty, trng hc khng trc tip mua sn phm nhng li l ngi c th c nhiu nhn xt, nh gi v cc sn phm ny. i vi ngi lm cng tc thit k, phm vi nhng ngi c coi l khch hng (l nhng ngi s dng kt qu thit k) thng l rt rng. Khch hng ca nh thit k c th l nh sn xut, nh qun l, nh tip th - bn hng, ngi mua, ngi dng sn phm; cc b phn dch v chm sc khch hng Ngay c cc t chc tiu chun cng c coi l khch hng ca nh thit k, bi v cc t chc cng c th a ra cc yu cu i vi sn phm cn thit k. Ni dung ca bc u tin xy dng ngi nh cht lng l lit k mt danh sch c th cc nhm i tng ng vai tr l khch hng ca bn thit k sn phm. Cc thng tin ny s c in vo vng 1 ca ngi nh cht lng. Xt mt v d v n thit k mt chic xe ln (Weelchair) dng tr gip hnh khch di chuyn ln hoc xung my bay Boing 787 [1]. Cc nh thit k nh gi c hai nhm khch hng quan trng nht: mt nhm Hnh 3.2. Xe ln trn my bay gm cc nhn vin hng khng nhng ngi thng xuyn s dng xe ln tr gip hnh khch; nhm cn li l chnh nhng hnh khch gi yu, khuyt tt c ngi trn xe ln v a n gh ca mnh (khi ln my bay) hay di

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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

chuyn ra ca (Sau khi my bay h cnh). Tn hai nhm ny c a vo ngi nh cht lng nh trn hnh 3.2, vi cc tn gi l nhm Tip vin v Hnh khch. 3.2. Xc nh yu cu ca khch hng Sau khi xc nh c khch hng, bc k tip ca QFD l xc nh r cc yu cu ca khch hng nhng g (What) khch hng mun hay cc yu cu ca khch hng. Cc yu cu ca khch hng c th bao gm cc dng sau (xem li chng 1): Nhng mong mun ca ngi tiu dng: sn phm lm vic ng chc nng, p dng k thut mi, nhiu tnh nng, tui th cao, d bo tr, nhn hp dn; Nhng mong mun ca ngi sn xut: d ch to v lp rp; s dng ngun nhn lc, thit b v vt liu sn c; s dng nhiu chi tit tiu chun; t gy ph phm khi ch to Nhng mong mun ca ngi bn hng/ phn phi: d ng gi, bo qun v vn chuyn; sn phm nhn hp dn v thun tin cho qung co; d chy -m

Do hu ht cc sn phm thit k mi u l s nng cp, ci tin hay to mi da trn cc sn phm tng t c, vic thu thp thng tin ca khch hng thng bao gm: Thng tin v cc nh gi ca khch hng v cc sn phm tng t ang c trn th trng; Thng tin v cc mong mun/ i h i/ k vng ca khch hng v chc nng c hay chc nng cn thiu ca loi sn phm ;

thu thp cc nh gi hay i h i ca khch hng, mt s cng ty Nht Bn em trng by cc sn phm ca h nhng ni cng cng v khuyn khch khch hng nh gi chng; trong khi cc thnh vin thit k lng nghe v ghi li nhng g khch hng ni. Tuy nhin, c mt cch tip cn bi bn hn: Cc nh nghin cu th trng c mi n thc hin cc cuc phng vn; xy dng cc phiu iu tra; bng hi pht trc tip cho cc khch hng hoc i din khch hng Cc k thut ra cu hi, nguyn tc xy dng phiu iu tra xin xem trong cc ti liu v qun l v nghin cu th trng. Lu rng, cc i hi, nh gi ca khch hng cn phi cp nht mi nht. Vi mt sn phm, nh gi ca khch hng s thay i v gim dn s hi lng; ng thi khch hng s cng ngy cng i h i cc chc nng hay hiu qu vn hnh cao hn. Hy xem li th Kano (chng 2) hiu r vn ny. Vi v d v thit k xe ln trn, gi s sau khi thu thp nh gi ca khch hng v sn phm tng t c v mong mun ca h v sn phm mi, thu c cc kin chnh nh sau:
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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

D dng iu chnh cao xe ln mt gh xe ngang vi mt gh ng i trn my bay, nhm gip hnh khch d dng chuyn t xe sang gh v ngc li; Xe di chuyn d dng v n nh khi c khch ngi trn; Xe ln c b ngang nh di chuyn c trong hnh lang gia cc hng gh trn my bay; Khi cn di chuyn hnh khch t xe ny sang xe kia, cn t n lc nht t c hnh khch ln tip vin tr gip; ni cch khc, cn c mt t th nhc hnh khch tht tt cho trng hp ny; Thi gian chuyn ch ngn nht c th c; Cc xe ln c th d dng c nh cnh nhau v khng t chy xa nhau;

c th nh gi cc kt qu mt cch khoa hc, nn sp xp cc thng tin theo mt th t.... Phn tch cc yu cu trn, c th sp xp cc hot ng s dng xe ln thnh ba giai on sau: (1) chuyn hnh khch t xe ln c nhn sang xe ln hng khng, (2) y xe ln t khu vc phng ch vo v tr gh ng i trn my bay v (3) chuyn hnh khch t xe ln vo gh ng i trn my bay. Tin trnh din ra ngc li khi my bay h cnh. Phn tch chi tit hn, cc hot ng chuyn hnh khch vo xe ln bao gm hai bc: Chun b xe v vn chuyn hnh khch, c th l: 1. Chun b xe, thao tc ny yu cu tnh nng ca xe: a. D dng thit lp chiu cao ca mt gh; b. D dng c nh v tr xe ln 2. Vn chuyn hnh khch, thao tc ny yu cu cc tnh nng: a. i h i n lc t nht cho c hnh khch v tip vin; b. D dng nhc hnh khch; c. Thi gian vn chuyn t nht. Cch phn tch nh trn c th p dng cho cc giai on khc, cc hot ng khc. Lu cc li khuyn sau y nhn c cc yu cu ca khch hng mt cch r rng nht: ng cho rng ta hiu r khch hng mun g; Nu i h i ca khch hng qu mp m (chng hn, khch hng pht biu mun sn phm bn), nn gp li khch hng lm r nhng yu cu ny. Chng hn, vi v d xe ln, c th lm r liu khch hng c mun nhy vanse trn gh? Hay thi gian phc v ca xe ln lu hn cc xe hin thi mt pht na; 3. Thng thng, khch hng thng din t mong mun ca h di dng yu cu c tha mn nh th no, m khng pht biu c th yu cu ca h l g. Ta nn t cu h i ti sao? cho n khi thc s nm c khch hng cn g. Lu rng ch c th hiu r khch hng mun g thng qua vic so snh vi cc sn phm tng t khc; 1. 2.
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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

S dng biu Kano phn bit cc i hi c bn vi i hi thng thng v i h i chc nng m mn; 5. Phn tch cc i hi chung chung thnh cc i h i c th bng thng qua vic s dng phiu thm d; 6. Phn tch cc i h i chi tit cho n khi chng thc s m t khch hng cn g v c th sp xp chng theo mt trt t r rng. 7. Nu r hon cnh, trng thi minh ha cho m i yu cu ca khch hng. 4. Cc d liu phn tch c ca bc ny c in vo vng th 2 ca ngi nh cht lng (xem minh ha yu cu khch hng cho xe ln trn hnh 3.3).
Khch hng (Who) Hnh Tip khch vin Trng s
4 6 15 10 3 7 0 24 6 5 15 5 4 10 10 12 14 8 0 10 2 8 12 10

Yu cu khch hng (What)

D dng xc lp chiu cao ch ngi Vn chuyn hnh Chun b xe ln D dng xc lp v tr gh khch t xe c C gng t nht khi s dng nhn n xe hng Di chuyn hnh Xc lp chiu cao nng d dng khng khch Thi gian vn chuyn ngn nht D di chuyn Di chuyn xe ln trn my bay Xe ln lt b ngang hnh lang my bay Hot ng n nh C th cho xe vo st gh hnh khch Chun b xe ln trn my bay Vn chuyn khch D dng xc lp chiu cao ch ngi t xe vo gh trn Vn chuyn C gng t nht khi s dng my bay hnh khch trn Thi gian vn chuyn ngn nht xe l n

Hnh 3.3. Cc yu cu khch hng v trng s ca 2 nhm khch hng

3.3. Xc nh mc quan trng tng i ca cc yu cu D thy, ni chung cc yu cu ca khch hng c mc quan trng cao thp khc nhau; thm na, yu cu ny c th rt quan trng vi nhm khch hng ny, nhng li t quan trng vi nhm khch hng khc. lng ha mc quan trng tng i ca cc yu cu vi nhau, ngi ta thng s dng mt trng s (weight), trng s ny s dng cc s nguyn. Mt cch n gin l s dng thang o 10. y, cp 10 din t yu cu l quan trng nht; tng t cp 1 c gn cho yu cu t quan trng nht. Tuy nhin, hu ht cc khch hng u gn cc 8, 9, 10 cho hu ht cc yu cu ca h. Mt cch khc l cho m i khch hng mt qu im (chng hn 100 im), sau khch hng s t phn chia qu im ny cho cc yu cu ca mnh.
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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

Sau khi gn c gi tr trng s cho tng yu cu ca khch hng, in vo vng s 3 ca ngi nh cht lng. Hnh 3.3 minh ha cc trng s c gn cho cc yu cu ca khch hng s dng xe ln. Trn hnh ny, lu rng c hai nhm khch hng, do vy c hai ct trng s ring bit. 3.4. nh gi mc cnh tranh Mc ch ca bc ny l xc nh nh gi ca khch hng v tnh cnh tranh ca sn phm cho tng yu cu i h i. Ngay c vi sn phm thit k mi hon ton, vn c cc sn phm c tnh nng tng t, hoc t nht cng c mt s sn phm p ng mt phn cc i h i ca khch hng. Vic nh gi, so snh vi cc sn phm tng t c mang li hai li ch ln: (1) gip nhm thit k nhn thc c nhng chc nng, sn phm c (nh gi c hin trng); (2) lm ni bt cc c h i, kh nng ci thin cc sn phm c p ng yu cu khch hng. Hot ng ny cn c gi l xc nh im chun cnh tranh (competition benchmarking). y, mc p ng ca mi sn phm cnh tranh c em ra so snh vi cc i h i ca khch hng. Trong bc ny, ng vi m i yu cu ca khch hng, s dng thang im 5 nh gi tnh cnh tranh ca tng sn phm c. Thang im theo cc mc sau y: Mc 1. Mc 2. Mc 3. Mc 4. Mc 5. Sn phm khng p ng c bt c yu cu no ca khch hng; Sn phm p ng c mt phn nh yu cu ca khch hng; Sn phm p ng c mt phn ng k yu cu ca khch hng; Sn phm p ng c hu ht yu cu ca khch hng; Sn phm p ng c hon ton yu cu ca khch hng.

Bc ny c vai tr rt quan trng ch, n cung cp cc thng tin d on c hi thnh cng ca sn phm mi. Nu cc sn phm cnh tranh u thp cho mt i h i no , c ngha l c c hi thnh cng rt ln cho sn phm mi trn th trng. Nu c mt sn phm cnh tranh hon ton p ng mt yu cu no , c ngha l cn xem xt v hc tp tng thit k t sn phm . Nu cng ty c sn phm tng t, th sn phm c coi l mt sn phm cnh tranh. Nu sn phm ny p ng hon ton mt yu cu no , hy gi nguyn khng thay i tnh nng ng vi yu cu ny. iu ny gip cng ty trnh c cc hot ng khng cn thit hoc lm yu i tnh cnh tranh ca sn phm c. V d minh ha ca bc ny cho bi ton thit k xe ln c minh ha trn hnh 3.4. Trn hnh ny, hai sn phm cnh tranh c tn l Colub v Deltor. Cc yu cu ca khch hng c k hiu bng s th t (1), (2) tin cho vic trnh by sau ny. Qua hnh v, ta c th rt ra mt s nhn xt sau:

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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

1. C hai sn phm cnh tranh u c tnh nng nng hnh khch tt khi cn di chuyn hnh khch t xe ln c nhn sang xe ln phc v. Hy hc tp kt cu to nn chc nng ny; 2. C hai sn phm c n nh thp. R rng, y l mt c h i tt cho sn phm thnh cng trn th trng; 3. Sn phm Colub d di chuyn hn sn phm Deltor. Do vy, cn xc nh v gii thch ti sao sn phm Colub li c c tnh nng . 4. Vi cc i h i cn li, c hai sn phm u c im cnh tranh khng ln hn 3. Nh vy, cc i h i ny ca khch hng to ra mt nhu cu th trng rt tt cho sn phm tng lai.
Trng s K hiu Yu cu ca khch hng Hnh Tip khch vin
4 6 15 10 3 7 0 24 6 5 15 5 4 10 10 12 14 8 0 10 2 8 12 10

Mc cnh tranh 1= rt km 5 = rt tt Colub Deltor

1 2 3 4 5

(1) (2) (3) (4) (5) (6) (7) (8) (9) (10) (11) (12)

D dng xc lp chiu cao ch ngi D dng xc lp v tr gh C gng t nht khi s dng Xc lp chiu cao nng d dng Thi gian vn chuyn ngn nht D di chuyn Xe ln lt b ngang hnh lang my bay Hot ng n nh C th cho xe vo st gh hnh khch trn my bay D dng xc lp chiu cao ch ngi C gng t nht khi s dng Thi gian vn chuyn ngn nht

Hnh 3.4. nh gi mc cnh tranh

Trong thc t, c nhiu trng hp cc cng ty mua v hc tp sn phm ca i th cnh tranh. y l mt kinh nghim rt tt khi thit k sn phm. Bn cnh , vic xem xt v rt kinh nghim t cc sn phm c thit k km cng rt hu ch. Bn c c th truy cp vo a ch http://www.baddesigns.com tham kho thm. 3.5. Pht trin cc c tnh k thut Mc ch ca bc ny l xy dng mt danh sch cc c tnh k thut ca sn phm sao cho c th p ng cc yu cu ca khch hng. Lu rng, cc c tnh k thut ny phi c din t thng qua cc thng s c th o m c. Thc cht, hot
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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

ng ny chnh l vic chuyn i ngn ng pht biu ca khch hng thnh ngn ng k thut. Cc thng tin v c tnh k thut dng ny cho php cc nh k thut bit c, sn phm c th p ng yu cu ca khch hng ra sao. Cc c tnh k thut c pht trin y l nhng c tnh c th p ng yu cu ca khch hng. Ni cch khc, y chnh l bc dch thut nhm chuyn i ting ni ca khch hng thnh ting ni ca cc nh k thut. Cc c tnh ny gip nh k thut c c mt cch nhn v sn phm tng lai, ng thi to ra cc iu kin rng buc a ra cc quyt nh v gii php k thut. bc ny, nh k thut cn pht trin danh sch cc thng s k thut c s dng p ng yu cu ca khch hng. Chng hn, yu cu D di chuyn l cch ni ca ngi s dng. Tuy vy, gc k thut, khng c khi nim d chung chung. Nh k thut c th trin khai yu cu trn qua 2 thng s: (1) Lc y cn thit xe c th vt qua vt cn cao 2 cm; (2) Lc y cn thit xe c th di chuyn c. Yu cu D dng xc lp chiu cao ch ng i c th c p ng qua 2 thng s: (1) S thao tc cn thit thit lp chiu cao mt xe; (2) Lc cn thit iu chnh chiu cao xe Ni tm li, trong k thut, cc pht biu khng c khi nim nh tnh m cn s dng cc i lng k thut o m c. thc hin vic xc lp cc c tnh k thut y, trc ht, cn xut s b danh sch cc thng s k thut c lin quan n tng yu cu khch hng. Danh sch cng nhiu thng s cng tt. Lu rng cc thng s k thut phi o m c, ng thi phi ch ra th nguyn v n v o thng s . Nu thng s khng o c, cn thay th bng thng s khc. Tri li, nu c yu cu no ca khch hng m khng tm c thng s k thut p ng c, th cn tin hnh phn tch hoc iu tra li yu cu i vi sn phm. Bc tip theo l tinh chnh danh sch cc thng s v la chn cc c tnh k thut quan trng, c lin quan / nh hng n vic p ng yu cu ca khch hng. Tin hnh in tn cc c tnh ny vo vng 5 ca ngi nh cht lng. ng vi mi c tnh, xc lp mt tham s ch xu hng mong mun ci thin c tnh . S dng k hiu () thay th cho thut ng cng cao cng tt; k hiu () cng thp cng tt. Chng hn, vi c tnh Lc y cn thit xe c th di chuyn c ca xe ln, nh k thut mong mun lc ny cng nh cng tt, v s dng k hiu () ngay bn di c tnh ny. Hnh 3.5 minh ha cc c tnh k thut c bn ca xe ln hng khng phn tch cc bc trc. Cc ct c nh s th t tin cho vic theo di.

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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy
Lc iu chnh chiu cao ngi Lc y xe vt m cao 2 cm

Lc gy lt dc xe ti tay y

Lc tc ng ca tip vin nng hnh khch

S thao tc thit lp chiu cao ngi

Lc dch chuyn hnh khch nng

(1)

(2)

(3)

(4)

(5)

(6)

(7)

(8)

(9)

(10)

Hnh 3.5. Cc c tnh k thut ca xe ln hng khng

Di y l mt s li khuyn cho bc xc nh cc c tnh k thut p ng yu cu khch hng: 1. Mi c tnh k thut phi p ng tt t nht mt yu cu ca khch hng; ni chung, mi c tnh nn p ng cng nhiu yu cu cng tt. Nu mt c tnh k thut no khng c lin h g vi yu cu no ca khch hng, cn xem xt li c tnh ; hoc kim tra li cc yu cu khch hng.Mi c tnh k thut phi l i lng o m, kim tra c. Pht biu trong bng lit k cn ng n gn, nhng cn b dung cc din t thm bn ngoi bng lm r cc thut ng s dng. Chng hn, c tnh Lc lt xe cn c din t thm bn ngoi thnh Lc lt xe: Gi tr lc cn thit c th lt c xe ln ang di chuyn v pha trc vi tc 1 km/h; trn xe c hnh khch nng khong 65 kg ang ng i. Nu c tnh no khng th din t r rng c, cn xem xt v pht biu li. 2. Nu n v o c tnh khng r rng, th c tnh cha chp nhn c; 3. Nu cha ch ra c xu hng mong mun ci thin c tnh, th c tnh cha chp nhn c; 4. Khi cn thit, chuyn i nh gi cc i lng nh tnh nh hp dn, a nhn thnh cc cp thng qua cc mc lng ha theo mt t l c th. Chng hn, c th xut thang o hp dn thnh 5 bc: bc 1- xu khng nhn c; bc 2 c th chu c; bc 3 chp nhn c; bc 4 hp dn; bc 5 quyn r. ng thi, a ra thang im thng k; chng hn, sn ph m c cho im cao nht nu c trn 65% cc kin nh gi xp bc 5. 3.6. Xc nh mc p ng ca cc c tnh k thut bc th 6 ny, cn xc lp mc quan h gia tng c tnh k thut vi cc yu cu tng ng ca khch hng. Trong thc t, bc ny thng tin hnh song song vi bc 5 pha trn; ngha l ngay khi xc nh c tnh k thut no , ta cn ch ra
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Lc lt ngang xe ti tay y

Thi gian chuyn ch ngi cho khch

T l b rng ch ngi so vi b rng xe

Lc y xe ln

Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

ngay mc p ng ca c tnh k thut vi cc yu cu lit k. Mi trong bng chnh gia (vng s 6 trong ngi nh cht lng) c in mt gi tr biu th mc quan h gia c tnh k thut v yu cu khch hng trong ct v hng tng ng. Mc mnh hay yu ca m i quan h ny c biu din bng k hiu hoc con s theo cc cp sau: nh hng mnh im s 9; nh hng trung bnh im s 3; nh hng yu im s 1; Khng c nh hng im s 0 hoc trng.

Di y l mt s li khuyn khi xc lp cc mc quan h gia c tnh k thut vi yu cu ca khch hng. 1. 2. 3. Mi yu cu khch hng cn c t nht mt quan h nh hng mnh vi mt c tnh k thut; nu khng, cn xem xt li yu cu ; Mi c tnh k thut nn c quan h vi t nht 2 yu cu ca khch hng; nu khng xc lp c, cn xem xt li c tnh hay yu cu; Nu mt yu cu no ch c cc quan h trung bnh hoc yu vi cc c tnh k thut, yu cu cn c xem xt, pht biu li.
Trng s Hnh Tip khch vin 4 4 6 10 15 10 10 12 3 14 7 8 0 0 24 10 6 2 5 8 15 12 5 10 im s (1) (2) (3) (4) (5) (6) 0 9 0 3 0 0 0 0 9 0 0 0 9 0 0 0 1 0 0 0 0 9 3 1 9 0 0 0 0 0 0 0 0 9 3 0 0 0 9 0 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 0 0 (7) 0 0 0 0 0 9 0 0 0 0 9 0 (8) (9) (10) 0 0 0 0 9 0 0 0 0 0 0 9 0 0 0 0 0 3 0 9 0 0 0 0 0 0 0 0 0 3 0 9 0 0 0 0

K hiu (1) (2) (3) (4) (5) (6) (7) (8) (9) (10) (11) (12)

Hnh 3.6. Quan h cc c tnh vi yu cu khch hng

Hnh 3.6 minh ha cc gi tr mc quan h gia cc yu cu khch hng vi cc c tnh k thut ca bi ton thit k xe ln. D thy, yu cu Xc lp v tr nng hnh khch (s 4) ch c 1 quan h trung bnh vi c tnh t l b ngang ch ng i vi b ngang khung xe (c tnh s 1). Yu cu ny cn xem xt li. Yu cu Xe ln lt b rng hnh lang my bay (Yu cu s 7) khng c quan h no vi cc c tnh k thut.
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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

Thc cht, y l yu cu c tnh bt buc t gc k thut ch khng phi l yu cu (v chc nng sn phm) t pha khch hng. 3.7. Xc nh cc mc tiu k thut Trong bc ny, cn xc nh mc tiu ca tng c tnh k thut v nh gi tm quan trng tng i ca tng c tnh. C ba tp thng s quan trng cn xc nh, bao gm: (1) xc nh mc quan trng tng i ca tng c tnh; (2) xc nh thng s c tnh k thut tng ng ca cc sn phm cnh tranh v (3) xc nh mc tiu cn t c cho mi c tnh ca sn phm mi. Cc tp thng s ny c tnh ton v in vo cc tng ng trong phn nn ca ngi nh cht lng. Cch xc nh cc tp thng s ny c trnh by ln lt trong cc phn tng ng di y. V d v xe ln hng khng c pht trin tip minh ha cho cch tnh ton c trnh by. 3.7.1. Mc quan trng tng i ca c tnh k thut Xc nh mc quan trng tng i ca tng c tnh k thut c tc dng gip cho vic ra quyt nh u tin u t pht trin cc c tnh quan trng. Lu rng, khi nim quan trng (importance) y c hiu l vai tr ca c tnh c th p ng yu cu ca khch hng. ng nhin, c tnh no cng c th cho l quan trng, do vy, chng cn c so snh vi nhau ch ra nhng c tnh no l quan trong hn tc l cn xc nh mc quan trng tng i. Cch tnh ton kh n gin: tin hnh tnh im s cho tng c tnh, ri so snh m i s im vi tng s im ca tt c cc c tnh. im s mc quan trng ca mi c tnh i vi m i yu cu khch hng c tnh bng cch nhn gi tr trng s vi im s mc quan h gia c tnh vi yu cu tng ng. Tip , im s mc quan trng ca mi c tnh chnh l tng i m s mc quan trng ca c tnh i vi tt c cc yu cu khch hng. Ni cch khc, im s mc quan trng ca mi c tnh c tnh bng cch tnh tng ca cc tch gia cc gi tr trong ct ca c tnh vi gi tr trng s tng ng. minh ha, xt v d thit k xe ln hng khng trn. Lu l c hai nhm khch hng: cc hnh khch v cc tip vin; do vy, c hai hng mc quan trng, m i hng dnh cho mt nhm khch hng. tin cho vic theo di, bng 3.1 trch s liu trng s ca nhm hnh khch v cc gi tr mc quan h gia 10 c tnh k thut (nh s cc ct t 1 n 10) vi 12 yu cu nu (i din bng 12 s th t trong ct th nht). Cc k hiu gi tr mc quan h c thay bng s tin cho vic tnh ton.

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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy Bng 3.1. Gi tr mc quan h ca cc yu cu vi cc c tnh TT yu cu (1) (2) (3) (4) (5) (6) (7) (8) (9) (10) (11) (12) Gi tr mc quan h Trng s (Hnh khch) (1) (2) (3) (4) (5) (6) (7) (8) (9) (10) 4 6 15 10 3 7 0 24 6 5 15 5 0 9 0 3 0 0 0 0 9 0 0 0 9 0 0 0 1 0 0 0 0 9 3 1 9 0 0 0 0 0 0 0 0 9 3 0 0 0 9 0 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 9 0 0 0 0 0 9 0 0 0 0 0 0 9 0 0 0 0 0 3 0 9 0 0 0 0 0 0 0 0 0 3 0 9 0 0 0 0 Trng s * gi tr ct 2 36 0 0 0 3 0 0 0 0 45 45 5

thun tin, tin hnh nhn trng s ca nhm hnh khch vi cc gi tr quan h gia tng yu cu vi tng c tnh k thut v in vo tng ng, thu c kt qu nh trong bng 3.2.
Bng 3.2. Gi tr cc quan h nhn trng s Tch s [mc cc quan h*trng s]
(1) (2) (3) (4) (5) (6) (7) (8) (9) (10)

STT (1) (2) (3) (4) (5) (6) (7) (8) (9) (10) (11) (12) Tng s

0 0 0 0 3 0 0 0 0 45 45 5 98

36 36 0 0 0 0 0 0 0 0 135 135 0 0 0 0 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 45 45 0 0 45 45 0 0 5 0 0 0 134 126 135 135

0 0 0 0 0 63 0 0 0 0 0 0 63

0 0 0 0 0 0 0 0 0 27 63 0 0 0 0 0 0 0 0 0 135 0 0 45 198 72

0 0 0 0 0 0 0 0 0 0 21 21 0 0 216 216 0 0 0 0 0 0 0 0 237 237

Trong bng 3.2, hng cu i cng l tng cc gi tr mc quan h nhn trng s ca tng c tnh k thut. Tng im s ca cc tng ny l: Tng im s (nhm khch hng) = 98+134+126+135+135+63+198+72+237+237=1435
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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

Mc quan trng tng i ca c tnh th nht l: 98/1435 = 0,0683 7% Mc quan trng tng i ca c tnh th hai l: 134/1435 = 0,0934 9% ... Mc quan trng tng i ca c tnh th 12 l: 237/1435 = 0,1652 17%

in cc gi tr ny vo hng mc quan trng ca nhm hnh khch, tng ng vi cc ct c tnh k thut (xem bng 3.3). Tip tc tnh ton tng t, thu c cc gi tr mc quan trng tng i ca tng t tnh k thut cho nhm tip vin ln lt l: 11; 13; 11; 7; 7; 5; 14; 16; 9; 9. Cc kt qu ny c in vo cc tng ng ca hng mc quan trng ca nhm tip vin (hng cui cng ca bng 3.3).
Bng 3.3. Tnh mc quan trng tng i ca tng c tnh k thut, nhm khch hng STT (1) (2) (3) (4) (5) (6) (7) (8) (9) (10) (11) (12) Tng s (mc quan trng tuyt i ca nhm hnh khch) Mc quan trng tng i (nhm hnh khch) Mc quan trng tng i (nhm tip vin) Gi tr tch s [mc cc quan h*trng s]
(1) (2) (3) (4) (5) (6) (7) (8) (9) (10)

0 0 0 0 3 0 0 0 0 45 45 5 98 7 11

36 0 0 0 3 0 0 0 0 45 45 5

36 0 0 0 0 0 0 0 0 45 45 0

0 0 0 0 0 0 135 135 0 0 0 0 0 0 0 0 0 63 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 63 0 0 0 0 135 0 198 14 14

0 0 0 0 27 0 0 0 0 0 0 45 72 5 6

0 0 0 0 0 0 0 0 0 0 21 21 0 0 216 216 0 0 0 0 0 0 0 0 237 237 17 9 17 9

134 126 135 135 63 9 13 9 11 9 7 9 7 4 5

Cc kt qu ny cho thy, i vi nhm hnh khch, c tnh k thut s 9 v 10 l quan trng nht. Theo gc nhn ca nhm tip vin, c tnh s 7 l quan trng nht. 3.7.2. Xc nh thng s c tnh k thut ca sn phm cnh tranh Trong bc bn, cc sn phm cnh tranh c nh gi theo cc tiu ch p ng cc yu cu khch hng. n y, chng tip tc c nh gi trong mi tng quan vi cc c tnh k thut. Cch xc nh mc p ng ca m i sn phm cnh tranh v i
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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

tng c tnh k thut c thc hin bi cc nh phn tch k thut. Cc thng s k thut c o trc tip trn sn phm cnh tranh. Chng hn, cng ty c th o trc tip v tnh ra t l b rng ch ng i so vi khung xe ca sn phm cnh tranh (l Colub v Deltor), ln lt l 85% v 87%; sau in cc gi tr ny vo tng ng trong ct b rng ch ng i so vi khung xe. Tng t, cc nh phn tch k thut cng d dng vn hnh th cc xe ln cnh tranh v bit c, chng cn 2 ln thao tc iu chnh chiu cao ch ngi (i vi xe Colub) v 2 thao tc (i vi xe Deltor) Cc thng s k thut c in nh trong minh ha trn bng 3.4.
Bng 3.4. Cc c tnh k thut ca sn phm cnh tranh v mc tiu thit k c tnh k thut Sn phm Colub Sn phm Deltor Mc tiu Ngng (1) (2) (3) (4) (5) (6) (7) (8) (9) (10) 85 2 3 20 15 11 7 15 20 15 87 3 5 27 25 22 15 18 15 10 90 1 2 20 10 8 7 15 15 10 85 2 4 25 15 12 10 18 20 12

3.7.3. Xc nh mc tiu thit k ca c tnh k thut Vic xc nh mc tiu cn t c cho tng c tnh k thut ngay trong giai on u ca qu trnh thit k c ngha quan trng. Sau ny, cc mc tiu ny c th c iu chnh ph hp hn vi iu kin ch to, lp rp hay yu cu mi. Tuy vy, xc nh mc tiu ngay t sm gip lp k hoch cho cc bc tip sau ph hp hn. Li khuyn l nn xut hai gi tr: mt gi tr k vng (mong mun c tnh k thut ca sn phm mi t c gi tr ); mt gi tr ngng (thp hn hay cao hn gi tr ngng l khng chp nhn c). xc nh cc gi tr ny cho mi c tnh, cn quan tm n xu hng mong mun ca c tnh tng ng v gi tr hin thi ca c tnh trn cc sn phm cnh tranh. V d, vi ch tiu k thut th nht ca xe ln (t l chiu rng ch ngi so vi chiu rng xe), xu hng mong mun l gi tr ny cng ln cng tt; gi tr hin thi ca cc sn phm cnh tranh ang ln lt l 85% (Colub) v 87% (Deltor). sn phm mi c kh nng cnh tranh cao hn i th, ta c th t mc tiu cho c tnh ny ca sn phm m i l 90%; tc l cao hn i th. Tuy nhin, trong trng hp khng th t c (v cc l do kinh t, k thut no ), ngng chp nhn c l 85%; tc l nu t l b rng ch ngi so vi b rng xe m thp hn 85% th khng chp nhn c. Ti sao ch ly mc tiu phn u cho sn phm l 90% m khng ly cao hn? Ti sao ch ly ngng l 85% m khng ly thp hn? Vic xut cc gi tr ny phi c c s l s phn tch k lng kh nng k thut, cng ngh ca nh sn xut; kh khn c th c t c mc tiu, cng nh cn i gia u t cng ngh ( t c mc tiu) v kh nng thu h i vn (mc hp dn cho sn phm do c tnh k thut ny mang li, th hiu khch hng). C th tham kho hai im lu di y. Th nht, nn xut cc mc tiu k thut mt cch mm do; tc l c 2 gi tr: mt l gi tr k vng l gi tr s lm khch hng hi lng; v mt l gi tr
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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

ngng l mc m cao hoc thp hn n, khch hng s khng chp nhn c. Gi tr ngng c th ly l mc km nht trong s cc sn phm cnh tranh, nhng cng c th ly tt hn sn phm mi hn hn sn phm cnh tranh hin thi. Lu l trong thi gian cn pht trin sn phm, c th cc cng ngh mi s xut hin; ng thi cc i th cnh tranh cng tin hnh ci thin sn phm ca h; Cn quan tm m bo pht trin hi ha, tc l cn bng gia li ch kinh t v i cng ngh. Khch hng c th khng mun b ra qu nhiu tin s hu sn phm cng ngh cao khng cn thit so vi nhu cu; mt khc, nh sn xut cng cn cn i gia u t v li nhun. Thut ng qun l g i cch tip cn ny l xc nh im cn bng (Trade off) cho sn phm.

3.8. Xc nh tng tc gia cc c tnh k thut Cc c tnh k thut c th c tng tc ln nhau. Chng hn, lm tng thng s ca c tnh ny s lm tng hoc gim thng s ca c tnh khc. Do vy, cn pht hin v ch ra cc m i lin h ny ngay trong giai on u ca qu trnh thit k. V l do , phn chp (mi) ca ngi nh cht lng c dnh ghi ch cc tng tc nu c gia cc c tnh k thut. T phn nh ca mi c tnh, ngi ta k cc ng dc 45 ; nghing sang phi vi cc ct nm pha na tri ca bng c tnh; tri li, k nghing sang phi. Ti cc giao nhau ca cc ng dng ny, ghi ch cc gi tr hoc k hiu phn nh mc tng tc gia cc c tnh k thut. Cc c tnh c tng tc tch cc vi nhau c k hiu bng du + v ngc li. V d, s thao tc cn thit iu chnh chiu cao ch ngi cng t th lc iu chnh chiu cao cng ln, cho nn quan h gia 2 ch tnh ny c ghi ch bng du (-). Tri li, lc y xe di chuyn bnh thng cng ln th lc y xe qua chng ngi vt cao 2 cm cng ln. Hai c tnh ny c tng tc thun, c ghi ch bng du (+). Ngi ta cng dng cc k hiu hoc con s phn nh mc tng tc. Chng hn: s 9 cho tng tc rt mnh; s 3 cho tng tc trung bnh; s 1 cho tng tc yu. Mt cch khc trnh v cc ng dng xin l s dng thm cc hng cha tn c tnh; ri s dng mt na s giao nhau ca cc hng ny vi cc ct cha tn c tnh c. Bng 3.5 minh ha phn mi ca ngi nh cht lng cho thit k xe ln. C mt s lu sau: Mt cch l tng, cc c tnh k thut l c lp vi nhau. Tuy nhin trong thc t thit k, do cch xc nh c tnh, i khi chng vn c cc tc ng ln nhau. Phn mi ca ngi nh cht lng gip cc nh phn tch thit k tm gii php hi ha (Tradeoff) cc xung t nu c; Nu phn mi hin th qu nhiu c in, c ngha l c qu nhiu c tnh k thut ph thuc ln nhau. iu ny s rt khng thun tin cho cng tc hiu chnh

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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

thit k v lp rp, cn chnh sau ny. Cn tin hnh r sot li cc c tnh gi li, xut thm cc c tnh k thut c lp nhau;
Bng 3.5. Tng tc gia cc c tnh k thut T l b rng ch ngi so vi b rng xe S thao tc thit lp chiu cao ngi Lc iu chnh chiu cao ngi (3) (4) (5) (6) Lc y xe ln di chuyn (7) (8) (9) Lc gy lt ngang xe ti tay y (10)
Lc dch chuyn hnh khch (xc sut 95% s khch) Lc tc ng ca tip vin nng hnh khch T l b rng ch ngi so vi b rng xe S thao tc thit lp chiu cao ngi Thi gian chuyn ch ngi cho khch Lc iu chnh chiu cao ngi Lc y xe vt m cao 2 cm Lc gy lt dc xe ti tay y Lc lt ngang xe ti tay y
(10)

(1) (2)

-9

Lc dch chuyn hnh khch (xc sut 95% s khch) Lc tc ng ca tip vin nng hnh khch Lc y xe vt m cao 2 cm +9 +9 +3 ???

Thi gian chuyn ch ngi cho khch Lc gy lt dc xe ti tay y

+3

(1)

(2)

(3)

(4)

(5)

(6)

(7)

Lc y xe ln di chuyn

(8)

(9)

- Nu c cp quan h tng tc no khng r rng th cn xem xt li mt trong hai hoc c hai c tnh ny. Chng hn trong v d xe ln trn, quan h gia c tnh s 4 - Lc dch chuyn hnh khch (xc sut 95% s khch) v c tnh s 5 (Lc tc ng ca tip vin nng hnh khch) l khng r rng. Nguyn nhn v khi ni m lc nng hnh khch vi lc dch chuyn hnh khch l rt kh phn bit. Kt qu xy dng ngi nh cht lng cho xe ln c minh ha nh trn hnh 3.7.

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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

(1) (2) (3) (4) (5) (6) (7) (8) (9) (10)

T l b rng ch ngi so vi b rng xe S thao tc thit lp chiu cao ngi Lc iu chnh chiu cao ngi Lc dch chuyn hnh khch (xc sut 95% s khch) Lc tc ng ca tip vin nng hnh khch Lc y xe vt m cao 2 cm Lc y xe ln di chuyn Thi gian chuyn ch ngi cho khch Lc gy lt dc xe ti tay y Lc gy lt ngang xe ti tay y
+3 +9 +3 +9 ??? -9

Yu cu ca khch hng
D dng xc lp chiu cao ch ngi D dng xc lp v tr gh C gng t nht khi s dng Xc lp chiu cao nng d dng Thi gian vn chuyn ngn nht D di chuyn Xe ln lt b ngang hnh lang my bay Hot ng n nh C th cho xe vo st gh h.khch trn my bay D dng xc lp chiu cao ch ngi C gng t nht khi s dng Thi gian vn chuyn ngn nht KT LUN

Trng s
4 6 15 10 3 7 0 24 6 5 15 5 4 10 10 12 14 8 0 10 2 8 12 10

(1) (2) (3) (4) (5) (6) (7) (8) (9) (10)

Sn phm cnh tranh : Colub; : Deltor

1 2 3 4 5

H.khch T.vin
0 9 0 3 0 0 0 0 9 0 0 0 9 0 0 0 1 0 0 0 0 9 3 1 9 0 0 0 0 0 0 0 0 9 3 0

0 0 9 0 0 0 0 0 0 0 0 0

0 0 9 0 0 0 0 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 9 0 0 0 0 0 9 0 0 0 0 0 0 9 0 0 0 0 0 3 0 9 0 0 0 0

0 0 0 0 0 3 0 9 0 0 0 0

Sn phm Colub Sn phm Deltor Mc tiu thit k Ngng (gi tr ti thiu)

85 87 90 85

2 3 1 2

3 5 2 4

20 27 20 25

15 25 10 15

11 22 8 12

7 15 7 10

15 18 15 18

20 15 15 20

15 10 10 12

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Bi ging Phng php v tin trnh thit k - Nguyn Vn D, L Vn Nht & Ng Quc Huy

3.3. Tng kt chng Mc ch chnh yu ca giai on Xc nh mc tiu k thut ca bi ton thit k l chuyn ng cc yu cu ca khch hng thnh ngn ng k thut nhm miu t chnh xc cc mc tiu k thut cn t c ca sn phm cn thit k. Phng php Trin khai chc nng cht lng QFD c coi l mt cch thc tt v ph bin nht gip phn tch v xc nh mc tiu k thut ca bi ton thit k. Cc thng tin quan trng ca bi ton thit k bao gm cc yu cu ca khch hng, cc d liu v sn phm cnh tranh, cc c tnh k thut lng ha. i m quan trng cn lu l cc c tnh k thut phi l cc i lng o m c. Nn dnh nhiu thi gian hon thin QFD phn tch mc tiu thit k; iu ny s gim bt thi gian v chi ph cho vic sa cha sau ny. C nhiu dng khch hng cho hu ht cc bi ton thit k. Trong qu trnh phn tch v tm hiu bi ton thit k, vic nh gi cc sn ph m cnh tranh gip nhn thy r cc c hi v th trng v xc nh cc mc tiu k thut mt cch hp l.

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