ISO 16355-7:2023 新技術および製品開発プロセスへの統計的および関連する方法の適用 — Part 7: デジタル化された製品およびサービスを開発するためのガイドライン — QFD 法の一般原則と展望 | ページ 6

3.1

digitalized products and services

works that incorporate components consisting of operable objects from digital information and communication technology

Note 1 to entry: In this document, the terms digital, digitized and digitalized are used synonymously. A digitalized good is an intangible software enabled product or service that can be sold and distributed repeatedly online without the need to replenish inventory. Digitalization may cause services to have a stronger product character.

Note 2 to entry: In this document, software product development means the development of digitalized products and software parts of software-intensive products, i.e. systems or services.

Note 3 to entry: Software parts of software-intensive systems that are not marketed and priced as separate entities are called embedded software.

Note 4 to entry: Software-intensive systems can be products from all industries such as automobiles, airplanes, smartphones etc.

Note 5 to entry: Software-intensive services, often delivered as cloud services, can also be products from all industries like financial, insurance, gaming, social software, or human services based on software support.

Note 6 to entry: This document will generally use the term “software products” instead of explicitly referring to software-intensive products.

Note 7 to entry: When other parts of ISO 16355 series or ISO 9000 series standards are referenced in this document, note they may not differentiate explicitly between products and services.

3.2

quality function deployment

QFD

managing of all organizational functions and activities to assure product quality

Note 1 to entry: The organization is responsible for product quality and strives for it via defining, testing, building, commercializing, and supporting the product.

Note 2 to entry: Literal definition is that the “quality function” is “deployed” to all other business functions and departments who play a role in assuring quality and customer satisfaction.

Note 3 to entry: In most cases, the interests of an organization are commercial, but there are exceptions, as is sometimes seen in open source-based products or in the public sector.

3.3

voice of customer

VOC

communications from the customer, user, and others

Note 1 to entry: The communications from the customer may be verbal, written, video, audio, animation, or other form and may be descriptive, behavioural, or ethnographic.

Note 2 to entry: Customer is defined in ISO 9000:2015, 3.2.4.

Note 3 to entry: For digitalized products and services, the voice may not come from the customer itself but from data or other artefacts relevant for quality.

Note 4 to entry: Customers may be not only human but also digitalized actors (digital agents).

3.4

customer need

potential benefit to a customer

Note 1 to entry: The benefit to a customer from having their problem solved, their opportunity enabled, their image (self or to others) enhanced, or being advanced to a more desirable state.

Note 2 to entry: The benefit is positively stated.

Note 3 to entry: The benefit describes a single issue.

Note 4 to entry: The benefit is independent of the product or service performance, functional requirements, non-functional requirements, functions, features, or enabling technologies.

Note 5 to entry: A need may be explicit or latent.

Note 6 to entry: Customer is defined in ISO 9000:2015, 3.2.4.

Note 7 to entry: Requirements engineering for digitalized products and services defines customer needs differently than ISO 16355-1. Requirements engineering in focusing on product requirements may not deal with customer needs explicitly. Customer needs may be latent according to ISO 16355-1 which does not match the definition of requirements in ISO 9000 where needs must be stated explicitly. If the input to voice of customer is considered as customer needs in requirements engineering, the voice analysis yields stated requirements which may be interpreted as customer requirements as the complement to product requirements. Hence in requirements engineering the term customer requirements may be used synonymously to customer needs^[2].

Note 8 to entry: The term demanded quality is also used in software QFD projects.

3.5

functional requirement

characteristic that a product or service is specified to possess

Note 1 to entry: The characteristic may be an inherent performance of the product or service or an action that the product or service may be able to accomplish. The manner in which the product accomplishes the action does not include specific mechanisms or internal procedures as part of the functional requirement.

Note 2 to entry: Product is defined in ISO 9000:2015, 3.7.6.

Note 3 to entry: Service is defined in ISO 9000:2015, 3.7.7.

Note 4 to entry: Common methods for the specification of requirements for digital products and services differentiate between functional and non-functional requirements, whereas functional requirements address actions a product may accomplish and non-functional requirements the inherent performance of a product. The terms quality requirement, and quality characteristics are also used in software QFD projects.

3.6

voice of stakeholder

VOS

communications from stakeholders

Note 1 to entry: Communications from stakeholders may be verbal, written, video, audio, animation, or other form and may be descriptive, behavioural, or ethnographic.

Note 2 to entry: Stakeholder is defined in ISO 9000:2015, 3.2.3.

Note 3 to entry: Stakeholders may be not only human but also digitalized decision-makers (digital agents).

Note 4 to entry: For digital goods, the stakeholder “solution developer” is particularly important because the product is often created incrementally in close cooperation with the customer.

3.7

customer gemba

location where true customer information is found

Note 1 to entry: Gemba is a Japanese word meaning the place where the truth is discovered. In Six Sigma, this usually refers to the shop floor where internal activities take place. In QFD for new product development, the new product does not exist yet, so the gemba changes to where the customer's activities or encounters take place.

Note 2 to entry: The gemba may be not limited to physical location. For digitalized products, digitalized spaces may exist where human actors directly may not explore (for example, cyberspace).

Note 3 to entry: Gemba visits help discover unknown or latent customer needs and requirements.

3.8

hoshin kanri

method for management and deployment of strategic organizational policy

Note 1 to entry: English translations of the Japanese include policy management, policy deployment, management by policy, and strategy deployment.