Génie industriel - Rubrique Formation - 2022

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

  • Volumes horaires

    • CM 27.0
    • Projet -
    • TD 27.0
    • Stage -
    • TP -
    • DS -

    Crédits ECTS

    Crédits ECTS 6.0

Objectif(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

Responsable(s)

Pierre CHEVRIER

Contenu(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

Prérequis

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, ...).

Contrôle des connaissances

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

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

L'examen existe uniquement en anglais FR

Calendrier

Le cours est programmé dans ces filières :

  • Cursus ingénieur - Master 2 GI SIE SOM - Semestre 9 (ce cours est donné uniquement en anglais EN)
  • Cursus ingénieur - Ingénieur ICL - Semestre 9 (ce cours est donné uniquement en anglais EN)
  • Cursus ingénieur - Master 2 GI GID DPD - Semestre 9 (ce cours est donné uniquement en anglais EN)
  • Cursus ingénieur - Master 2 GI SIE SPD - Semestre 9 (ce cours est donné uniquement en anglais EN)
  • Cursus ingénieur - Master 2 GI GID GOD - Semestre 9 (ce cours est donné uniquement en anglais EN)
  • Cursus ingénieur - Ingénieur IPID - Semestre 9 (ce cours est donné uniquement en anglais EN)
  • Cursus ingénieur - Ingénieur IdP - Semestre 9 (ce cours est donné uniquement en anglais EN)
cf. l'emploi du temps 2024/2025

Informations complémentaires

Code de l'enseignement : 5GUC5104
Langue(s) d'enseignement : FR

Vous pouvez retrouver ce cours dans la liste de tous les cours.

Bibliographie

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.