Emergency Department LOS Improvement

House of Quality
Project Name: Emergency Department LOS Improvement
Importance
: ====== ID#AAAAJ9b_NnU Shields (2020-07-09 21:06:39) These are the rankings of each Customer Requirement (i.e. from your CNM) Shop shall have a well organized menu (online or on paper) for customers Coffee production shall have an optimized process Shop shall be able of handling more than 2 customers at a time Coffee will be delivered to customers in the shop in the range of 3-4 minutes Coffee shop design will enhance the cusomter experience Staff will be trained accordingly to help customers specify their product to drink Coffee shop will be as close as it gets to being environment friendly Adhere to environment standards and regulations and provide bins to dispose recyclable waste Adhere to the regulations of ohio department of health program Mobile-friendly application shall be available Application shall be easy and simple to use on device All employee will be provided with adequate training and customers can provide their feedback with the service

: ====== ID#AAAAJ9b_Nnk daniel-munson (2020-07-09 21:06:39) These are the “Hows”. How will we meet the demands of our customers? Relationship: Strong: 9 Some: 3 Weak: 1 Shop shall provide a various range of coffee services, mostly drinks 7 9 1 9 1 3 3
Shop shall provide customers with excellent coffee quality 9 3 9 1 3 1 9 3
Staff shal be trained accordingly to fit customer needs 6 3 9 9 9 9 9
Shop should provide eco-friendly materials in disposable coffee cups, “bring your own mug/ thermo” option and “free of straw” policy 5 1 9 9 9
Application shall reduce wait time when customers order 8 1 3 9 9 1 1 3
Coffee shop shall be aesthetically pleasing and attractive 7 9
Fresh products kept in while maintaining safety and health regulations within the ohio department of health program 9 3 9 9 9 3
Customers shall be guided with the various options and flavours available 4 9 3 9 9 3
System shall be easy to navigate and choose order 5 1 9 9
Fast delivery of product to customer 8 1 1 3 9 9 9
Materials used for cups should be designed to be disposed and recycled after usage 6 9 9 1 9
Services provided as one visit, one stop 6 9 9 9 9 9 9 1 1 9

: ====== ID#AAAAJ9b_Nnc daniel-munson (2020-07-09 21:06:39) These are the “Whats”. What are the things the customers’ want? Absolute weight 219 167 165 351 252 303 135 216 132 152 222 174 0 0
Relative weight
: ====== ID#AAAAJ9b_Nng Shields (2020-07-09 21:06:39) Rank order these in precedence of focus based on the Absolute weight. Highest absolute weight will be ranked 1, second highest absolute weight will be ranked 2, etc, etc.

: ====== ID#AAAAJ9b_NnY daniel-munson (2020-07-09 21:06:39) Paste it as a picture. Do not paste it in as you normally do when you paste something. You have to select the “paste-special-as a picture for it to work.
Use an or a to indicate strong positive (P) or strong negative (N) relationship. Simply grab and drop an N or a P into any roof intersection of the House of Quality. Grayscale are for positive (P) or negative (N).

You will be typing your values into these cells

Customer Requirements

Technical Requirements

Use a or a to indicatie the Improvement Direction.

N-Squared
Phase 3: Detailed Design
N-Squared Diagram
System 1: Read the order on the system x x x
Process order x
Finalize order x
Input beans into roasting machine
Roast for set amount of time x
Move to grinding
Insert roasted beans into the grinder X X X X
determine the type of grind X
Set machine to grind type X
Grind beans X
Move to brewing
Boil Water X X x
Reach the optimum temperature X
Add Ground coffee to the water
Aroma check x x
Add toppins x x x
Offer side dishes x
Summing up the cost X
Receiving the payment X
Receipt issued
Packing the order X
Deliver to the customer
Send the form X X
Reciving the form X
Collect data
x x x x x Provide feedback
Order Roasting Grinding Brewing Flavoring Payment Delivery Feedback
System 2: C1
C2
C3
C4
C5
C6
C8
C9
A1 A2
System 3: C1
C2
C3
C4
C5
C6
C8
C9
A1 A2
Note: Can do an N-squared chart for functional or physical interfaces. May copy and paste for additional systems.
FMEA
Phase 3:
FAILURE MODE AND EFFECT ANALYSIS
(PROCESS FMEA)
PROCESS: Date:
DEPARTMENT:
Process Step Potential Failure Mode Potential Effects of Failure Severity Potential Causes of Failure Occurrence Current process controls Detection Risk Priority Number Recommended Action Owner / Estimated Completion Date
Ordering Software malfunction Order not processed on application or software 8 Glitch in the software or maintenance issues 2 Make sure signals on software are received 5 80 Monitoring software maintainability and refund customer or re-order product Software Team
Read the order on the system Reading error Order not processed on application or software 9 Glitch in the software or maintenance issues 2 Make sure signals on software are received 4 72
Process the order Order not processed Order not processed on application or software 9 Glitch in the software or maintenance issues 3 Make sure signals on software are received 4 108
Finalize the order Order not received Order not processed on application or software 9 Glitch in the software or maintenance issues 2 Make sure signals on software are received 4 72
Out of stock products Products ordered not currently available 10 Glitch in the software or maintenance issues 3 Ensure that only available products can be purchased 4 120 Display unavailable products on software and inform customers Process and Quality Team
Roasting Machine stops working Slowing the order delivery time 9 Heating element stops working or inconsistent rpms 2 Thermometer after exiting the roasting machine and rpm devices 1 18 Ensure Beans out of the roasting machine have the right temperature Process and Quality Team
Input beans into roasting machine Less or More quantity of beans in machine than required Low quality product 7 Inconsistent batches or no training provided for operator 7 Timer for roasting 6 294 Ensure a continuous process for the roasting process having the same time, batch size and output Mechanical/ Electrical Team
Roast for set amount of time depending on batch size Too much or too little roasting Low quality product 8 Timer not set or no training provided for operator 6 Weigh beans before roasting 5 240 Ensure a continuous process for the roasting process having the same time, batch size and output Process and Quality Team
Move to grinding Beans are not moved to grinding directly Low quality product and Slowing the order delivery time 9 No adequated training for operators 6 N/A 7 378 Ensure a continuous process for the roasting process having the same time, batch size and output Process and Quality Team
Grinding 0
Insert roasted beans into grinder Delivery method from roaster malfunctions Customer order delayed 9 Beans jammed in delivery chute 1 Verified testing that chute is sized correctly and barista trained to fix 4 36 Ensure that chute is sized correctly Process and Quality Team
Set machine to grind type Wrong grind selected Customer gets wrong grind 9 Machine malfunction or breakage 1 Different sized filters to verify grind 4 36 Ensure to use the correct size of filter Process and Quality Team
Grind beans Machine malfunctions Customer gets wrong grind 7 Machine grinds to wrong size 3 Different sized filters to verify grind 3 63 Ensure to use the correct size of filter Process and Quality Team
Customer order delayed 5 Machine stops and barista/maintenance must fix 3 Barista oversight 7 105 Call maintainance Mechanical/ Electrical Team
Machine breaks Customer order severely delayed or does not get order 9 Wear of parts/beans jammed in grinder 1 Periodic maintenance and cleaning 3 27 Periodic maintenance and cleaning Process and Quality Team
Move to brewing Delivery mechanism malfunctions Customer order delayed or must be restarted 5 Automation error or machine breakage 1 Barista oversight 7 35 Call maintainance Mechanical/ Electrical Team
Brewing 0
Boil water Boiler stops working Slowing the order delivery time 9 Boiler has no power 3 Make sure maintance is available 4 108 Call maintainance Mechanical/ Electrical Team
Water temperature between 195° and 205° Not in the range Coffee with less quality 9 Thermostat is not working 5 Make sure maintance is available 5 225 Call maintainance Mechanical/ Electrical Team
Add ground coffee to water Machine stops working Slowing the order delivery time 9 No adequate training for operators 3 Make sure maintance is available 5 135 Call maintainance Mechanical/ Electrical Team
Move to flavoring Machine stops working Slowing the order delivery time 8 No adequate training for operators 4 N/A 6 192 Training the employees and keep coffee guide around Process and Quality Team
Flavoring 0
Aroma check Aroma is not there Coffee with less quality 10 Mistake during the past steps 4 Checking at each step 6 240 Training the employees and keep coffee guide around Process and Quality Team
Add toppins All toppins “sold out” Customer dissatisfaction 8 Wrong documenting 6 Staff training 4 192 Training the employees and keep coffee guide around Process and Quality Team
Offer side dishes All side dishes “sold out” Customer dissatisfaction/ gets charged wrong amount 5 Wrong documenting/ material shortage 7 Staff training 5 175 Training the employees and keep coffee guide around Process and Quality Team
Payment 0
Amount due delivered to customer Customer gets charged wrong amount Customer unrest and order delay 9 Software malfunction 1 Barista to manually correct 7 63 Call maintainance Software Team
Customer authorizes transaction Customer does not authorize transaction in time Customer’s order is delayed 5 Customer not paying attention to app, phone on silent 7 Notification sent if not authorized by time of completion/order not issued until paid 3 105 Notify the customer Process and Quality Team
Customer not prompted to authorize transaction Customer’s order is delayed 5 Software malfunction 1 Barista can manually take payment 9 45 Call maintainance Software Team
Receipt issued Receipt not issued Customer dissatisfaction 7 Software malfunction 1 Software testing/barista can print 5 35 Call maintainance Software Team
Delivery 0
Coffee is delivered from flavoring Delivery system malfunction Customer doesnt receive the order 1 Automation system goes down 2 Make sure maintance is available 1 2 Call maintainance Mechanical/ Electrical Team
1 Delivery machine/arm goes down 1 Barista can manually deliver the order 1 1 Call maintance Mechanical/ Electrical Team
Coffee packaging is finished and given to customer Package is damage Delay on delivery 2 Bad material/ bad storage of packages 2 Be careful with the package when storaging and hire a good supplier 1 4 Be careful with the package when storaging Process and Quality Team
Feedback Customers doesn’t want to answer No measure of customer satisfaction 1 Requires more than 5 minutes to complete 1 Short survey 1 1 Reduce the number of questions of the survey Process and Quality Team
RiskAssessment
Phase 3: Detailed Design
Risk Assessment
Risk # Risk Event Contributing causes Outcomes Impact
Risk Handling Approach
Risk # Risk Event Risk Handling Type Risk Handling Description
0 0
0 0
0 0
0 0
0 0
0 0
0 0
0 0
Risk Prioritization
What is the likelihood the risk will happen?
Level Your approach and processes…
1 Not likely … Will effectively avoid or mitigate this risk based on standard practice
2 Low likelihood … Have usually mitigated this type of risk with minimal oversight in similar cases
3 Likely … May mitigate this risk, but work-arounds will be required
4 Highly likely … Cannot mitigate this risk, but a different approach might
5 Near certainty … Cannot mitigate this type of risk: no know processes or work-arounds are available
Given the risk is realized, what would be the magnitude of the impact?
Level Technical Schedule Cost
1 Minimal or no impact Minimal or no impact Minimal or no impact
2 Minor performance shortfall, same approach retained Additional activities required, able to meet key dates Budget increase or unit production cost increase 10%
Risk # Risk Event Risk Likelihood Risk Impact
0 0
0 0
0 0
0 0
0 0
0 0
0 0
0 0
Risk Prioritization Cube
Likelihood 5
4
3
2
1
1 2 3 4 5
Impact
Cost Analysis
Type of Cost Description and Examples Estimated Costs
Development Engineering, development tools (equipment and software), project management, test-benches, mock-ups and prototypes, training, etc.
Product manufacturing or service realization Raw materials and supplying, spare parts and stock assets, necessary resources to operation (water, electricity power, etc.), risks and nuances, evacuation, treatment and storage of waste or rejections produced, expenses of structure (taxes, management, purchase, documentation, quality, cleaning, regulation, controls, etc.), packing and storage, documentation required.
Sales and after-sales Expenses of structure (subsidiaries, stores, workshops, distribution, information acquisition, etc.), complaints and guarantees, etc.
Customer utilization Taxes, installation (customer), resources necessary to the operation of the product (water, fuel, lubricants, etc.), financial risks and nuisances, etc.
Supply chain Transportation and delivery
Maintenance Field services, preventive maintenance, regulation controls, spare parts and stocks, cost of guarantee, etc.
Disposal Collection, dismantling, transportation, treatment, waste recycling, etc.
4

5

6

78

8

3

2

1

RiskHandling
Phase 3: Detailed Design
Risk Handling Approach
Risk # Risk Event Risk Handling Type Risk Handling Description
0 0
0 0
0 0
0 0
0 0
0 0
0 0
0 0
RiskPriCube
Phase 3: Detailed Design
Risk Prioritization
What is the likelihood the risk will happen?
Level Your approach and processes…
1 Not likely … Will effectively avoid or mitigate this risk based on standard practice
2 Low likelihood … Have usually mitigated this type of risk with minimal oversight in similar cases
3 Likely … May mitigate this risk, but work-arounds will be required
4 Highly likely … Cannot mitigate this risk, but a different approach might
5 Near certainty … Cannot mitigate this type of risk: no know processes or work-arounds are available
Given the risk is realized, what would be the magnitude of the impact?
Level Technical Schedule Cost
1 Minimal or no impact Minimal or no impact Minimal or no impact
2 Minor performance shortfall, same approach retained Additional activities required, able to meet key dates Budget increase or unit production cost increase 10%
Risk # Risk Event Risk Likelihood Risk Impact
0 0
0 0
0 0
0 0
0 0
0 0
0 0
0 0
Risk Prioritization Cube
Likelihood 5
4
3
2
1
1 2 3 4 5
Impact
4

5

6

78

8

3

2

1

CostAnalysis
Phase 3: Detailed Design
Cost Analysis
Type of Cost Description and Examples Estimated Costs
Start-up & development Cost of new equipment, research and project management for opening coffee shop – estimated to take 6 months to develop preliminary process design – Preliminary customer surveys and consumer data ($15/hr – 30 hours of surveys) -Business analyst and consumer/competition data research (Pay 3rd party – $8k) -Project manager ($60k/yr) -Project management and tracking software ($3k) -Process development and work instructions (process engineer – $70k/yr) -Quality guidelines and standards (quality engineer – $70k/yr) – Machine prototyping for new automated system ($20k) -Consumables to get started ($4k) – Fees, applications, permits (through board of health and city for building permits)($6k) $133,450
Training and Implementation – One week training (Trainer – $1k, baristas – $400, maintenance eng. – $1k) – Labor hours: – Barista 12 h/day ($11/h) -Marketting – digital and print through 3rd party ($10k) -Website design and hosting ($5k) $65,580
Maintenance – Labor hours: – Maintenance engineer 4h/day ($16.6/h) – Cleaner 6h/day ($11/h) $47,732
Feedback and Improvements – Revisions to prototype ($10k) -Quality engineer tracking survey feedback (4hrs/wk) – $13,500
TOTAL $260,262
Development Engineering, development tools (equipment and software), project management, test-benches, mock-ups and prototypes, training, etc.
Product manufacturing or service realization Raw materials and supplying, spare parts and stock assets, necessary resources to operation (water, electricity power, etc.), risks and nuances, evacuation, treatment and storage of waste or rejections produced, expenses of structure (taxes, management, purchase, documentation, quality, cleaning, regulation, controls, etc.), packing and storage, documentation required.
Sales and after-sales Expenses of structure (subsidiaries, stores, workshops, distribution, information acquisition, etc.), complaints and guarantees, etc.
Customer utilization Taxes, installation (customer), resources necessary to the operation of the product (water, fuel, lubricants, etc.), financial risks and nuisances, etc.
Supply chain Transportation and delivery
Maintenance Field services, preventive maintenance, regulation controls, spare parts and stocks, cost of guarantee, etc.
Disposal Collection, dismantling, transportation, treatment, waste recycling, etc.
Phase 3 rubric
House of quality Gus
N-squared Josh
FMEA Ordering Gus One person report on overall FMEA – nathalia
roasting Gus
grinding Josh
brewing Mohammed
flavoring Mohammed
payment Josh
delivery Nath
feedback Nath
Cost analysis Josh
risk assessment Nath
risk handling Nath
RiskPriCube Mohammed
Drop Downs
Stakeholder Receptivity Stakeholders Skills Training Criticality Impact Likelihood
Strongly Against Primary Can train H 1 1
Moderate Against Secondary Certified M 2 2
Neutral Can do well L 3 3
Moderate Support Can do generally 4 4
Strongly Support 5 5
Reviews?
Risk Handling Yes
Assumption No
Avoidance
Control
Monitor
Research
Transfer
Requirement Types
Environmental
Functional
Human Factors
Information
Non-functional
Performance
Safety
Security
Software
System Types
Database
Document
Equipment
Facility
Hardware
Materials
Operator roles
Organizational unit
Policies
Procedure
Process
Product
Project
Protocol
Services
Software
Supplies
Telecommunication
Other
Under configuration control?
Yes
No
Vee phase
1 – Concept
2 – Requirements & Arch.
3 – Design
4 – Integration Test
5 – System validation
6 – Op Maintenance

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