Design And Production Of Personnel And Burden Carrier

Customer Satisfaction: Stakeholders Analysis

Discuss about the Design and Production of Personnel and Burden Carrier.

There are a lot of different contexts to this report. Each of the contexts are focused on the operations that are conducted for the Cannondale Bicycles which is mainly based on the country Australia (Foropon and McLachlin 2013). In general, the mechanism of a bicycle involves a vehicle with a single track and a pedal; which is powered by humans (Bromiley and Rau 2016). With the advancement of time and technology, bicycles have been seen to adopt and improve the initial workings of the machines (Gunasekaran and Irani 2014).

It has been identified that the major role is played by the efficiency in planning about the business either to have association in the production of superchargers of high-end or having a hand in hand business of nuts and bolts qualities and customer satisfactions (Hitt, Xu and Carnes 2016).

Table 1: Analysis Chart on Stakeholders

Stakeholder Save Time On Research and Writing Hire a Pro to Write You a 100% Plagiarism-Free Paper. Get My Paper	Prospects
Cannondale Department	· Investment is made and profit is received for the research · The venture of profit is shared
Engineers	· Improvement of technology · Enhancement of technology with bigger investment
Shareholders	· Investment and Profit · New innovation in technology
Employees	· Safety aspect in the working environment · Employment status achieved through increased demand
End User	· Toughness and reliability in the product · Increased value for money
Suppliers	· Improved demand for promotion of the business needs · Key providers of business and profit
Retailer	· Consistent and dependable products · Timely product deliverance
Competitors	· Value of the competitors product reduced · Old technology to lower the preference
Concern Groups (World care, Environment, Human)	· Enhancement of tech group for sustainability · Usage of eco-friendly goods
Government Supervisors	· Compliance to minimum service contract periods of the product. · Adherence to current end user principles

The chart presented above on the stakeholders provides different types of information about the stakeholders who are always present in the market and their demands with the products of different types of companies.

This concept is mainly associated with the demands of the customers for a particular product. The answers to the questions on customer demands need to be answered properly. The differences in the answers on the customer demands are further used for various types of products that are used by the customers themselves. The “Voice of the Customers (VoC)” is the methodology that has been adopted by the companies (Guide and Ketokivi 2015). This helps them in listening to the feedbacks and suggestions of the customers and gives them a clearer idea about the products. The most common forms of the methods that are useful in understanding the customer needs are listed as follows (Harvey, Heineke and Lewis 2016):

Conducting Customer Interviews

Focus group interview

Methodologies related to Ethnography

Customer Visits

Survey Questionnaire

Complaints raised by the customers

The methods listed above have given ideas about specific ways in which the customer’s perspectives can be thought of. For this research, the companies have used the online survey method for the collection of data or the feedbacks of the customers on the products of the companies (Narasimhan 2014).

In receiving the feedbacks of the customers and collecting information about the products that are important, SWOT analysis has been performed which has played a very important role in the collection and the analysis (Katsikopoulos and Gigerenzer 2013). This analysis also highlights the areas in which developments are necessary and also the areas in which the companies are performing better (Machado et al 2017).

Capturing the Customer

Interviewing customers is the primary step that a company should adopt if the company is interested in valuing the customer feedbacks on its products. In order to conduct these interviews, questionnaires are prepared which contains questions about various types of specifications that are necessary for the customers to answer truthfully. The interviews can be conducted in groups or individually. The interview can further be conducted with the help of the web or by having a chat face to face. The changes in the medium of interview does not affect the outcome of the interview (Pedraza-Martinez and Van Wassenhove 2016).

There are a lot of ways in which a questionnaire can be prepared and the methods are independent. The methods are adopted from individual platforms. This differs mostly based on the set of the questionnaires specifically and the subjects of customer satisfaction on which the questionnaires are made. It has also been observed that the comfortability of a customer is very important for the database of the company (Rosenhead 2013).

The capability of qualitative data and quantitative data can also be evaluated with the help of this interview method. Various circumstances have been faced based on the reports made from this data collection method (Phan and Chambers 2013). At times, scanning of these reports might also result in obtaining the wrong feedbacks. Thus, an individual has always to be prepared with the risks that can occur by considering various factors (Plambeck 2013).

The cheapest method of collecting information or customer feedbacks is with the help of survey questionnaires. This method is mainly adopted in shopping malls or shopping stops where there are a large number of customers coming in and going out all day. Usually questions are framed in such a way that the customers have to rate the respective qualities on a scale of 1 to 5, 5 being the highest. The most related topics include services provided, sales warranty and customer satisfaction (Shepherd and Patzelt 2013).

This approach is directly related to the customers and the products where the customers are asked directly to review the products. Further, it has been observed that this approach has proved to be quite efficient as it is easier to understand the customer needs with this approach. Various researches have shown that reliability and trust are the most important factors for a customer to be satisfied with a product. But this method of collecting information has been observed to be extremely time consuming. Thus, this method, despite of its advantages are not widely used for the data collection on customer satisfaction (Zhao 2014).

Customer Interviews

Focus groups are mostly based on the results of the interview that have been conducted with the help of a survey. There are usually 5 – 8 participants in each focus groups and their work will be sharing their opinions about the products or the services provided by the companies. There are a lot of other ways to collect qualitative data from the customers. This method unlike all other methods provides honest reviews given by the customers about the products.

Ethnographic methods have various aspects which have proven to be effective in capturing the necessities of the customers. Despite of directly interviewing the customers, the body language of the customers are also assessed in this method so as to obtain the exact answer. People can lie to the faces or provide wrong answers to the questions, but the body language of a person never lies and this method reads the body language of the customers despite of only interviewing them.

This analysis can be conducted with the help of the data collected from a questionnaire. This method is a five step analysis process and the process is described as follows:

 Step 1: Defining the objectives and the goals of the survey

• Providing Cannondale and the employees of the company with information necessary for the customers.
• Providing information about the areas in which the customers are not satisfied and that needs improvement.
• The information can help the research team in developing an excellent design and technology.

Step 2: Developing the plan of the survey

Recording the attraction intensity of the public for the product and updating the official homepage of the company with the reactions of the public for the product Cannondale bicycles. The participants will also be a little more familiar with the product.

The minimum number of participants that has to be selected for the survey is 300. The questionnaire must be designed by following the rationale of understanding in order to avoid biasedness in the data.

Anonymity of the participants in the survey will be maintained in order to restore the truthfulness of the report.

Step 3: Designing and testing of the Questionnaire

The various types of questions that might relate to the speed of the cycles and will be useful in analysing the performance of the cycles are listed in the following table.

Attribute	Score (1-5)
Incremental Air flow
Welding in the joints
Improving the build quality
Flexibility of usage
Improved battery life
Ease of switching
Weight ratio and ease of use
Quality factor
Power factor
Adjustability in the rate of flow
Attachments for nozzle
Increase in the nozzle size
Solution Motor heating
Power backup
Low time for charging
Ease in the maintenance service
Service kit
Replacement in the stock part
High energy motor
Lower maintenance
Safety switch for Children
Lower level of cleansing kit
Power suction bag
Integrated protect for heat
Additional geometric design

The range of the rating scale has been made very little as this will be useful in obtaining rational answers to the questions.

The representation of the rating scores are described with the help of the following table:

No need	Likely to want	Would be better	Needed	Must do
1	2	3	4	5

It is extremely important to test the questionnaire at first for its reliability and validity before it can be used to conduct any further researches. The demo survey has also been found to be helpful in providing appropriate answers to the questions that are applicable to the subjects.

Survey Questionnaire

The pre-defined scores have been obtained on the basis of the appropriate responses provided by the participants in the demo survey and proper action needs to be taken against these responses.

	Musts	Wants	Extras
Score	1500>	999-1499	<999

Step 4: Carrying out of the Survey

After the demo survey, if the questionnaire is approved to be reliable and valid, it can be used to conduct the actual survey. Appropriate responses from the survey participants now has to be collected by answering the same questionnaire.

Step 5: Analysis of the Outcomes

A sample of the results are provided as below:

Attribute	Cumulative Score	Avg. Score
Increased Air flow	1537	4.1
Weld  the joints	1439	3.9
Improving the build quality	1583	4.2
Flexibility of use	1585	4.2
Improved battery life	1561	4.2
Ease of switching	1633	4.4
Weight ratio and ease of use	1657	4.5
Quality factor	1564	4.6
Power factor	1534	4.1
Adjustability in the rate of flow	1582	4.2
Nozzle Attachment	1175	3.2
Increase in the nozzle size	1009	2.7
Motor heating to be solved	1085	2.9
Power backup	1205	3.0
Low time for charging	1225	3.3
Ease in the preservation service	1039	2.8
Servicing Kit	1129	2.9
Replacement in the stock part	1177	3.8
High energy motor	1201	3.0
Lower continuation	1129	2.9
Safety switch for Children	913	2.4
Lower level of cleansing kit	769	3.1
Power suction bag	721	1.9
Integrated shield for heat	671	1.8
Additional geometric design	745	2.0

Responses on each of the described aspects have been obtained. It is now important to evaluate which is the most important aspect for the management so that they can work on this aspect for a better and developed product.

Customer needs have various aspects. All the aspects of the customer requirements are highlighted with the understanding of the necessities of the solution. The quality of the functional aspects has to be developed so that the research can be transformed into reality. The rating scale has been used most significantly based on the average score. The knowledge about the customers are evaluated based on the average rating score. A multiplier of 2 has been used with the score in order to maintain the preciseness of the score out of 10. Simpler variables are mainly used for the convenience in the dataset (1 indicating weak, 3 indicating medium, 9 indicating strong). The values of the relationships as can be seen have already been designated but the absolute score is obtained with the use of the multiplier units. The QFD that resulted from this conversion is illustrated as follows:

Customer Expectations	Importance Rating	Design Requirement
Bigger mouth	More heavy motor	Stronger build	Battery increase	Easy switch	Weight	Bags	Easy  use	Quality improvement	Heating issue soving
W A NTS
Increased Air flow	8	9					9	3
Welding in the joints	7.6	9					9	9
Build quality improvement	8.2		9							1
Flexibility of use	8.2		9			3				1
Improved battery life	8.2		9			3			3
Ease of switching	8.6	9	9	9	3		9	3		3
Weight ratio and ease of use	8.6	1	3	9	9	1	3	1			3
Quality factor	8.2	1		9			1
Power factor	8			9							9
Adjustability in the rate of flow	8.2	3	3	3	3	3	3	3	3	9	1
MU S T S	Attachments for nozzle	6.2	9	9	9	9	9	1	1	1
Increase in the nozzle size	5.2		9						9	1
Motor heating to be solved	5.6	1		9					9	1
Power backup	6.2		9			9	1			1
Low time for charging	9.4		9
Ease in the maintenance service	5.4	9					9	9
Service kit	5.8			9	9		3			1
Replacement in the stock part	6.2	9	9	9	9	9	9	9	9
High energy motor	6.2	3	3	9			3			1
Lower maintenance	5.8	3					9
E X T R A	Safety switch for Children	4.8	3	9			9			9	3
Lower level of cleansing kit	4		9	9			9
Power suction bag	3.8		9						9	1
Incorporated shield for heat	3.6		9	1			3			1
Additional geometric design	3.8		9			9		9	9	3

Target Value	Bigger mouth Nozzle	More heavy motor 20V	Strong build Heavy body	Battery increase	Easy switch	Weight balance	Bags accessories	Easy  use	Quality	Heating
Absolute Value	475	280	635	2925	3247	528	296	282	178	106

In this section, the analysis of the risks has been undertaken. These risks occur based on the requirements of the clients which can change depending on the conditions of the market. Thus, the requirement of the customer has to be understood by considering both the customer requirement and the risk assessment techniques. The company needs are also found to be associated with the development in the process of production. The problems that the company is facing can be resolved by developing the design and the weight of the vehicle. This aspect of risk is mainly related to the light weight of the vehicles and the ability to carry things by the vehicle. The developed technology thus needs to be used in order to produce higher vehicles.

Place	Failure	Effect on working	Main reason behind the failure	Risk before improvement	Steps to reduce risk	Risk after improvement
P	S	R	P	S	R
Motor cover	Overheating	Minimized efficiency	Inappropriate motor cover application	4	3	12	Make sure that the motor is fitted with appropriate cooling ventilation	1	5	5
Rotor	Complete dissipation	Failure of rotation for excess load	Machine is seen to providing more power to the rotor	3	4	10	Make sure appropriate rotor is used	1	4	4
Battery	Battery failure	System not operating	Failure of battery to give energy	4	3	8	Making sure appropriate battery is used of correct power	1	5	5
Nozzle	Blockage	Pressure not released outside	Blockage of substance at nozzle	3	2	6	Usage of clean nozzles	1	4	4
Grip	Non-moveable system	Non-mobility	Fixing of loose grips	3	2	4	Usage of  high standard glue to fix	1	4	4

Visiting the Customers

Stage	Post	Causes
1	Very Marginal	Ability of the system to work- Lower level of improvement
2	Very little	Ability of the system to work- improvement which needs to be done
3	Medium	Ability of the system to work properly- involving some improvement in system
4	Quite much	Not working- a good improvement must be done
5	Most	Not at all working- problem is major- needs expert to be solved

Stage	Descriptor	Probability	Description
1	Unlikely	<0.019	Very likely to happen
2	Possible	0.020-0.049	At some time, probable
3	Likely	0.050-0.499	50-50 chances
4	Probable	0.500-0.999	Less chances to happen
5	Highly Probable	1.000	Least chances to happen

There are some basic parts of the product Cannondale that has to be purchased from other suppliers. These machine parts are given in the following list:

Lithium-Ion Battery

Air outlet

Over mold handle

Ejection Mechanism

Blower Tube

Boost button

Motor

Lock off lever

Rotor

Air-velocity Adjustment knob

Satisfying the criterion of supplier selection, the lithium ion battery of the bicycles has to be reviewed. There are various factors based on which the suppliers need to be selected. These criterions are listed as follows:

• Safety measure records
• The time at which the product will be transferred
• Whether the product to be purchased maintains environmental sustainability
• Location
• Business reputation
• Price of Manufacture
• Assurance of the quality of the material
• Product capacity
• Aspect of reliability
• Service facility that will be provided to the customers.

In comparison with the other types of vehicles that are produced, the production of bicycles is limited. This has been evaluated from the resources that has been stored for the production purposes. These resources are gathered from the company, the suppliers, the affinity towards market falsification and higher price of resources. The suppliers are selected based on the caring that are given to the supplies at the time of manufacture. However, the focus mainly lies in the quantity and the quality of the production of the units. The production process is maintained with skillful collaboration of the potential suppliers. The quality and the quantity of the products will further be ensured as the market is a high risk market with the presence of a lot of competitors.

Table: Supplier Selection Checklist

Suppliers
Selection	Weighting	Supplier 1	Supplier 2	Supplier 3
Score	Weighted	Score	Weighted	Score	Weighted
Records of safety measures	6	8	48	8	48	7	42
Time which is to be transferred	8	9	72	7	56	8	64
Sustainability of the environment	6	6	36	6	36	5	30
Location	3	4	12	5	15	6	18
Manufacturing Price	5	7	35	7	35	8	40
Reputation of the business	9	6	54	8	72	2	12
Quality Material assurance	9	6	54	8	72	9	81
Capacity of the product	8	8	64	6	48	8	64
Reliability Aspect	7	8	56	6	42	7	49
Service facility to the customer	7	9	63	8	56	6	42
Total	77	496	69	480	64	460

The weighted scores have been obtained from different suppliers and the results were found to be similar. Thus, the companies need to decide on the supplies. However, the considerations of the first supplier are found to be leading followed by the second and the third supplier. Thus, supplier 1 can be said to be the most suitable supplier. The suppliers 2 and 3 have not been selected as their lead time, reliability and customer service has not been found to be appreciable.

• Process Design: The design, the looks and the presentibility of the cycles to the customers in the market has been made suitable. The increase in presentibility will increase the sales.
• Selection of Suppliers:One of the most of important choices that has to be made by the company. The products from various suppliers has to be reviewed and the supplier with the better product within the budget is chosen. The company might also be contacting the suppliers for needs that will be specific.
• Inspection of the Supplied Goods:The goods that are supplied by the suppliers has to be inspected properly for safety issues. If any problem is identified, the products will be returned immediately.
• Assembling of different products from other Departments:In this process, proper arrangement needs to be made to transfer the supplied goods to their respective departments. The building procedure of the motor and the rotor consist of the following steps:

1. Paint Job
2. Molding of the molds

• Raw Materials needed for molding

1. Perfection in the sand blasting case
2. Galvanization
3. Quality inspection before product release

• Assembling of the Products: Al the different parts will be assembled together in this process and the resultant product will be a cycle.
• Product Packaging:The packaging of the cycle needs to be strong and proper care has to be taken for it.
• Distribution:The products will be wrapped and transferred to the respective customers or stores with the help of a truck.
• Customer Invoice:This process will make sure that the product will be received by the customer in time.
• Quality Check:Different small parts of the bicycle have to be checked to find out whether the bicycle is in proper working condition or not.
• Advertising and Promotion:The sale of the product is dependent on the market. But with the help of advertising people will be more aware of the brand and thus, more people will buy cycle from that brand.

The number of defective batteries are increasing and thus it is important to evaluate a SPS chart for the products with fixed samples, in order to check whether the process is in control. To evaluate the number of defectives, p-charts will be used for the Cannondale cycles. The outcomes have been recorded for a period of 15 days.

		x	n	p	?	UCL	LCL
Week No. 1	1	18	94	0.2000	0.1950	0.3200	0.0700
2	17	95	0.1790	0.1950	0.3170	0.0730
3	17	91	0.1790	0.1950	0.3170	0.0730
4	17	93	0.1830	0.1950	0.3180	0.0720
Week No. 2	5	19	91	0.2090	0.1950	0.3200	0.0700
6	18	92	0.1960	0.1950	0.3190	0.0710
7	22	90	0.2440	0.1950	0.3200	0.0700
8	17	92	0.1850	0.1950	0.3190	0.0710
9	19	90	0.2110	0.1950	0.3200	0.0700
10	17	91	0.1870	0.1950	0.3200	0.0700
Week No. 3	11	17	93	0.1830	0.1950	0.3180	0.0720
12	17	93	0.1830	0.1950	0.3180	0.0720
13	18	91	0.1980	0.1950	0.3200	0.0700
14	20	95	0.2110	0.1950	0.3170	0.0730
15	19	95	0.2000	0.1950	0.3170	0.0730
?p	2.9260

It can be seen from the p-chart that the batteries of the cycles are running as desired by the company as the process is well within the upper and the lower control limit. Moreover, the total production has been found to be fulfilling the mean production as the production value does not go below the mean deviation and thus, it can be said that there is no such evidence to claim that the product is lacking behind.

Focus Groups

There are some specific problems that can be faced with the lithium ion batteries. These problems are listed as follows:

Overheating

Explosion

Not turning on the system

Meltdown

Catching of fire

These problems can be solved with the help of the following tools:

Cause and Effect

Why-Why diagram

Brainstorming

Gantt Chart to check the process flow

Pareto diagram

Compilation of working flowchart

Check sheet analysis

Limitations of the Remedies, Its Structures and Relevance

One major solution, from which various other problems can be solved is overheating

Analysis by the Experts (Brainstorming)

Shortcomings(s): Overheating

Rationale(s):

1. Over charged batteries installed
2. No proper battery installation
3. Machine usage being excessive
4. Liberation of High energy
5. Fault in batteries from suppliers

Answering Why! (The Why-Why Diagram)

Understanding of the situation and the reason that “why” this problem has happened in the first place is the main objective of this process. When the same situation comes, the same question will be asked to the individuals a number of times.

Preparation of Check Sheet

The main problem of this Cannondale cycles is its overheating batteries. The following table shows the case that is given in here.

Root cause	Occurrence	Absolute%	Accumulative%
Not proper installation of battery	25	16.75	16.75
Over charged batteries installed	17	11.39	28.14
High release of energy	15	10.05	38.19
Excess use of machine for prolonged duration	10	6.7	44.89
Total	67	44.89

Pareto Analysis

There are various reasons for which the problem has risen. This chart is aimed at analyzing the reasons behind the problems. The chart shows the three sectors that needs to be considered by analyzing all the sectors. 75 percent of the overall problem is caused by these three sectors. This represented with the help of the following graph.

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Capturing the Customer

Design Requirement: Converting the Needs of the Custo