Génie industriel - Rubrique Formation - 2022

Mastering Customer Satisfaction & Operational Excellence in the context of New Product Development - 5GUC5104

  • Number of hours

    • Lectures 27.0
    • Projects -
    • Tutorials 27.0
    • Internship -
    • Laboratory works -
    • Written tests -

    ECTS

    ECTS 6.0

Goal(s)

1- To be able to identify Customer Value and Customer Satisfaction
2- To be able to identify and setup good practices during New Product Development Processes
3- To be able to Analyze and Understand successful organizations for Shortening Time to Market
4- To be able to Analyze and Understand Mindsets, Behaviors and Relevant People Cooperation in order to master:

  • Customer satisfaction
  • Operational excellence

Responsible(s)

Pierre CHEVRIER

Content(s)

1- Introduction of the module

  • Objectives of the module
  • Customer / NPD Project / Company Organisation
  • Efficiency in NPD (time to market, customer value, collaboration, …)
  • Lean introduction: 3 pilars, 13 principles
  • Working group: outdoor product's choice

2- Customer satisfaction

  • Identifying customler value
  • Mastering Customer Satisfaction
  • Application to outdoor product: customer expectations, manufacturer promise, product experience
  • Transition to NPD Project organization

3- Project Management in the context of New Product Development

  • Project governance, New Product development Process
  • Project preparation and project execution according to PMI standard
  • Application to Case Study (taxi drone based)

4- Mastering Customer Satisfaction

  • Product technical specification
  • FMEA (product, process, uses), Product reliability
  • Qualification plan
  • Application to outdoor's products: qualification plan & gaps evaluation
  • Risk assesment in accordance to RAPEX

5- Added value chain during New Product Development:

  • What is added value during NPD?
  • 13 principles of Lean Development (detailed)
  • Queues
  • VSM case study
  • Good practices in internal/external collaboration
  • Agile methodology
  • Workshop on key roles during New Product Development

Prerequisites

Basic knowledge in R&D organization and Project Management (R&D organization, Product Portfolio, Product Life Management, Time management, Gantt, ...)

Basic knowledge in continuous improvement methodologies (lean, agile, ...).

Test

50% Individual exam
50% Continuous monitoring and control (workshops - presentations - home works)

50% Individual exam
50% Continuous monitoring and control (workshops - presentations - home works)

The exam is given in english only FR

Calendar

The course exists in the following branches:

  • Curriculum - Master 2 GI SIE program major SOM - Semester 9 (this course is given in english only EN)
  • Curriculum - Engineer student Master SCM - Semester 9 (this course is given in english only EN)
  • Curriculum - Master 2 GI GID major DPD - Semester 9 (this course is given in english only EN)
  • Curriculum - Master 2 GI SIE program major SPD - Semester 9 (this course is given in english only EN)
  • Curriculum - Master 2 GI GID major GOD - Semester 9 (this course is given in english only EN)
  • Curriculum - Engineer IPID apprentice program - Semester 9 (this course is given in english only EN)
  • Curriculum - Engineer student Master PD - Semester 9 (this course is given in english only EN)
see the course schedule for 2024-2025

Additional Information

Course ID : 5GUC5104
Course language(s): FR

You can find this course among all other courses.

Bibliography

D. G. Reinertsen, The principles of Product Development Flow. Second Generation Lean Product Development. Celeritas Publishing, 2009.

Mascitelli Ronald, Mastering Lean Product Development. A practical Event-Driven Process for Maximizing SPeed Profits, and Quality. Technology Perspectives, 2011.

J. M. Morgan and J. K. Liker, The Toyota Product Developement System: Integrating People Process and Technology. New York: Productivity press, 2006.

J. Oehmen and E. Rebentisch, “Waste in Lean Product Development,” LAI Pap. Ser., no. July, pp. 1–35, 2010.

L. P. Leach, “Critical chain project management improves project performance,” Proj. Manag. J., vol. 30, no. 2, pp. 39–51, 1999.

J. M. Morgan and J. K. Liker, Designing the Future. Mc Graw Hill Education., 2019.

Karlsson, C. and Alsthrom, P., The difficult path to lean development, Journal Prod. Innov. Managt, 13:283-295, 1996.

Brown, T., change by design. How design thinking transforms organizations and inspires innovation. 2009: Harper business.

A.C. Ward & K. Sobek, Lean Product and Process Development, Lean Enterprise Institute,
2nd Edition, 2014

R.G. Cooper, S.J. Edgett, Lean, Rapid and Profitable, New Product Development, PDI, 2005.