Abstract:

Initial situation and objective of the study:
In an increasingly unstable business environment, characterized by pandemics, wars, environmental crises, and supply chain disruptions, the necessity of adaptability and resilience is of utmost importance. Agile manufacturing can be a strategy for resilience in companies.
A previous study emphasizes the need for a transfer and further training concept for agile manufacturing. The results of the needs analysis show that the test subjects value practical relevance, active involvement of learners and a good mix of face-to-face and distance learning methods, with on-site events being preferred. Practical relevance and the integration of current challenges of the workshop participants are further important aspects.
The current study addresses the question of how the voice of customer can be translated into quality characteristics to design a customer-oriented further training program. For this purpose, the applicability of the Quality Function Deployment (QFD) for a continuing education service is examined.

Methodological approach:
The methodological approach is divided into 3 parts:
1. Originally from product development, QFD can also be adapted for services. To identify similarities and differences between product QFD and Service QFD a literature review was conducted.
2. Based on this comparison, a procedure with individual adjustments was derived. Specific adjustments were made for the application case, including assessing the difficulty of goal implementation and determining the number of phases to be applied (House of Quality).
3. The team composition for the QFD workshop has been determined. Due to the scope, the QFD workshop was carried out in 2 dates with appropriate preparation. The results were then processed for the development of the further training concept.

Results:
The adaptation and application of QFD in the service sector demonstrate that this methodology, despite its roots in product development, can also be effectively used in the design of services. Quality characteristics were derived, specified, and corresponding goals defined. Furthermore, their implementation was planned, and a resource plan for implementation was established.
Essential quality characteristics include providing a digital interaction and communication platform and developing a flexible and modular curriculum. A wide range of topics around agile manufacturing methods as well as the expertise and soft skills of the instructors must also be considered. To maintain the quality of the offering, continuous and standardized evaluation of individual workshops is advisable. The application of QFD scientifically ensures that a demand-oriented training concept is created.

This project is funded by the federal government through the Structural Strengthening Act for Coal Mining Areas and co-financed with funds from the state of Brandenburg.

Keywords:

QFD, technology transfer, industry, agile manufacturing, further education series, customer oriented, systematical approach, SME.