About Customer Focused Engineering
Challenge
Customer Focused
Engineering encompasses all departments in the operation of a company
to address the following challenges:
- Produce quality products that will work reliably in all customer environments.
- Maintain consistent focus on customer requirements through product conception, deployment and support.
- Provide consistent technical representation to customers.
Strategy
Often different departments within a company don't communicate with each
other or they have conflicting goals. The Customer Focused Engineering
strategy assures alignment of goals and fosters communication within
the company by:
- Providing Customer Technical Coordination to ensure there is a focal
point to consistently:
- Convey to customers the company’s technical capability to deliver reliable, quality product which meets customer requirements.
- Bring the customer perspective to every task in the product life cycle.
- Linking each person’s task to customer requirements.
- Coordinating all processes to ensure a consistent company wide approach to Quality & Reliability.
- Facilitating Customer Problem Resolution through Coordination of R&D, Manufacturing, and Field Support activities.
- Monitor performance through the design and use of effective metrics.
Benefits
Customer Focused Engineering is a powerful technique which provides
the following benefits:
- High customer confidence prior to product delivery
- de-risking plan based on customer requirements
- Delivered product meets customer expectations
- fewer re-designs and ECOs
- Effective after sales support reduces returns and ensures customers
are satisfied
- effective phone and field support reduces No Fault Found returns
- Lower operating costs translate to lower product costs
- fewer field re-designs, field returns, repairs…