N2 tool

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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
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_NnU Shields (2020-07-09 21:06:39) These are the rankings of each Customer Requirement (i.e. from your CNM)	: ====== 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.	: ====== ID#AAAAJ9b_Nnc daniel-munson (2020-07-09 21:06:39) These are the "Whats". What are the things the customers' want?

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

Process order

Finalize order

Input beans into roasting machine

Roast for set amount of time

Move to grinding

Insert roasted beans into the grinder

determine the type of grind

Set machine to grind type

Grind beans

Move to brewing

Boil Water

Reach the optimum temperature

Add Ground coffee to the water

Aroma check

Add toppins

Offer side dishes

Summing up the cost

Receiving the payment

Receipt issued

Packing the order

Deliver to the customer

Send the form

Reciving the form

Collect data

Provide feedback

Order

Roasting

Grinding

Brewing

Flavoring

Payment

Delivery

Feedback

System 2:

System 3:

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 < 1%
3	Moderate performance shortfall, but work-arounds available			Minor schedule slip, will miss needed dates			Budget increase or unit production cost increase < 5%
4	Unacceptable, but work-arounds available			Project critical path affected			Budget increase or unit production cost increase < 10%
5	Unacceptable; no alternatives exist			Cannot achieve key project milestones			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.

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 < 1%
3	Moderate performance shortfall, but work-arounds available			Minor schedule slip, will miss needed dates			Budget increase or unit production cost increase < 5%
4	Unacceptable, but work-arounds available			Project critical path affected			Budget increase or unit production cost increase < 10%
5	Unacceptable; no alternatives exist			Cannot achieve key project milestones			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

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