<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>Customer satisfaction has long been an important concern for most organizations aiming to provide and ensure excellent quality products. To offer an appropriate level of quality assurance, it is necessary to have implemented a robust quality assurance system. Nowadays, mere customer satisfaction is not sufficient for organizations to sustain a mutually beneficial relationship. There has arisen a necessary requirement to go beyond customer satisfaction, aiming primarily to achieve a level of socalled cus-tomer delight. To attain sustainable product and process quality assurance and, consequently, customer delight, we must address process capability. This includes gauges, machines, and the overall process and product capability, with a specific emphasis on the design and development process, product reali-zation, and the initial flow. This also includes data gathering from the utilization stage of product opera-tion. This article deals with the capability study during the industrialization process of a new product into serial production, using chosen Key Performance Indicators (KPIs), particularly Capability indices and their sequence, to ensure the appropriate level of quality guarantee and customer delight. The article aims to broaden the existing set of Key Performance Indicators (KPIs) by incorporating crucial metrics from the quality domain, with a particular emphasis on Capability indices.</p>
</abstract>

Customer satisfaction has long been an important concern for most organizations aiming to provide and ensure excellent quality products. To offer an appropriate level of quality assurance, it is necessary to have implemented a robust quality assurance system. Nowadays, mere customer satisfaction is not sufficient for organizations to sustain a mutually beneficial relationship. There has arisen a necessary requirement to go beyond customer satisfaction, aiming primarily to achieve a level of socalled cus-tomer delight. To attain sustainable product and process quality assurance and, consequently, customer delight, we must address process capability. This includes gauges, machines, and the overall process and product capability, with a specific emphasis on the design and development process, product reali-zation, and the initial flow. This also includes data gathering from the utilization stage of product opera-tion. This article deals with the capability study during the industrialization process of a new product into serial production, using chosen Key Performance Indicators (KPIs), particularly Capability indices and their sequence, to ensure the appropriate level of quality guarantee and customer delight. The article aims to broaden the existing set of Key Performance Indicators (KPIs) by incorporating crucial metrics from the quality domain, with a particular emphasis on Capability indices.

Capability Studies as a Key Driver for Product and Pro-Cess Quality Assurance in Industrialization Process

Jan Evangelista Purkyně University in Ústí nad Labem

System Safety: Human - Technical Facility - Environment

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Customer satisfaction has long been an important concern for most organizations aiming to provide and ensure excellent quality products. To offer an...

Capability Studies as a Key Driver for Product and Pro-Cess Quality Assurance in Industrialization Process

Published Online: Dec 29, 2023

Page range: 332 - 341

Received: Nov 04, 2023

Accepted: Dec 06, 2023

DOI: https://doi.org/10.2478/czoto-2023-0036

Keywords
Quality, Quality Guarantee, Customer Satisfaction, Customer Delight, Capability

© 2023 Milan Dian et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Capability Studies as a Key Driver for Product and Pro-Cess Quality Assurance in Industrialization Process

Published Online: Dec 29, 2023

Page range: 332 - 341

Received: Nov 04, 2023

Accepted: Dec 06, 2023

DOI: https://doi.org/10.2478/czoto-2023-0036

KeywordsQuality, Quality Guarantee, Customer Satisfaction, Customer Delight, Capability

© 2023 Milan Dian et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Keywords
Quality, Quality Guarantee, Customer Satisfaction, Customer Delight, Capability