quality function deployment chatchada akarasriworn tammy davis kelsey poland jing shao
Post on 19-Dec-2015
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IntroductionQuality function deployment (QFD) is a planning tool used to fulfill customer expectations. It is a disciplined approach to product design, engineering, and production and provides in-depth evaluation of a product. QFD focuses on customer expectations or requirements, often referred to as the voice of the customer.
It is employed to translate customer expectations, in terms of engineering or technical characteristics, that can deployed through:
Product planning Part development Process planning Production planning Service industries
The QFD Team
When an organization decides to implement QFD, the project manager and team members need to be able to commit a significant amount of time to it, especially in the early stages.There are two types of teams: Designing a new product Improving an existing product
Time and inter-team communication are two very important things that each team must use to their fullest potential.
The QFD Team cont.
Team meetings are very important in the QFD process. The team leader needs to ensure that
the meetings are run in the most efficient manner and that the members are kept informed.
Duration of the meeting will rely on where the team’s members are coming from and what needs to be accomplished.
Benefits of QFD
• Improves Customer Satisfaction Creates focus on customer requirements Uses competitive information effectively Prioritizes resources Identifies items that can be acted upon Structures resident
experience/informationReduces Implementation Time
Decreases midstream design changes Limits post introduction problems Avoids future application opportunities Surfaces missing assumptions
Benefits of QFD
• Promotes Teamwork Based on consensus Creates communication at interfaces Identifies actions at interfaces Creates global view out of details
Provides Documentation Documents rationale for design Is easy to assimilate Adds structure to the information Adapts to changes (a living document) Provides framework for sensitivity
analysis
Organization of InformationNow that the customer expectations and needs have been identified and researched, the QFD team needs to process the information.Methods include: Affinity diagrams Interrelationship diagrams Tree diagrams Cause-and-effect diagrams
Organization of Information cont.
An Affinity Diagram should be used when:
Thoughts are too widely dispersed or numerous to organize.
New solutions are needed to circumvent the more traditional ways of problems solving.
Support for a solution is essential for successful implementation.
Constructing an affinity diagram requires four simple steps:
1. Phrase the objective.2. Record all responses3. Group the responses4. Organize groups in an affinity diagram
House of QualityC
ust
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(vo
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Left wall – Voice of customer, what customer expects
Technical descriptors (voice of the organization)
Interrelationship Between
Technical descriptors
Relationship between requirements and descriptors
Prioritized technicaldescriptors
Right wall – Prioritized customer requirement
Ceiling - Technical descriptors
Interior walls – Relationship between requirements and descriptors
Roof - Interrelationship between descriptors
Foundation – Prioritized technical descriptors
Pri
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Building House of Quality
Step 1 List customer requirements (WHATs) Customers’ needs
or expectations Primary Secondary
Building House of Quality
Step 2 List technical descriptors (HOWs) Counterpart
characteristics Primary Secondary Tertiary
Building House of Quality
Step 3 Develop a relationship matrix between WHATs and Hows Structuring an L-
Shaped Diagram Easy Not require
experience
Building House of Quality
Step 3 Contd. Relationship matrix
Degree of influence between each technical descriptor and each customer requirement
● Strong relationship=9○ Medium
relationship=3∆ Weak relationship=1Blank No relationship
Develop an Interrelationship Matrix Between HOWs
Ste
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um
Tit
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Cas
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Strong positive+9
+3 Positive
-3 X Negative
-9 Strong Negative
Step 4
Used to:
identify any interrelationship between each of the technical descriptors (support or conflict?)
Material Selection
Manufacturing Process
Technical descriptors (HOWs)
Building a House of Quality
Building a House of Quality
Competitive Assessments
Step 5
Customer assessment
1. Corresponding to each customer requirement
2. Rating from 1 (worst) to 5 (best)
3. Used to
a) determine if the customer’s requirements have been met.
b) identify areas to concentrate on in the next design
c) Where an organization stands relative to its major competitors
Technical assessment
1. Corresponding to each technical descriptor
2. Rating from 1 (worst) to 5 (best)
3. Used to uncover gaps in engineering judgment.
Building a House of Quality
Develop Prioritized Customer Requirements
Step 6
1. Importance to the customer: rating from 1 (least important) to
10 (very important)
2. Target value: rating from 1 (worst) to 5 (best)
3. Scale-up factor: ratio of the target value to the product rating given in the customer competitive assessment
4. Sales point: 1.0 (lowest) - 2.0 (highest)
5. Absolute weight = 1 X 3X 4
A percent and rank for each customer requirement can be determined.
Building a House of Quality
Develop Prioritized Technical Descriptors
Step 7
1. Degree of difficulty: rating from 1 (least difficult) to 10 ( very difficult).
2. Target value: rating from 1 (worst) to 5 (best), same way as determining target value of customer requirement.
3. Absolute weight : aj= ∑Rijci
4. Relative weight: bj= ∑Rijdi
http://www.qfdi.org
QFD Process
QFD Matrix (House of Quality) Basis for all future matrices Must refine technical descriptors
further More than one matrix often needed
Accomplishing QFD Process
HOWs of previous chart become WHATs of new chart Technical descriptors = HOWs; WHATs =
customer requirements Continue until each objective is refined to
actionable level
HOW MUCH carried to next chart to aid communication Prioritized technical descriptors Ensures target values aren’t lost
Complete QFD Process
Can be shown using Flow Diagram1st Chart—Product Planning2nd Chart—Part Development3rd Chart—Process Planning4th Chart—Production Planning
Other House of Quality Planning Charts
Depends on type of product and scope of projectDemanded quality chartQuality control process chartReliability deployment chartTechnology deployment chart
Examples
Universities Design course content & curriculum Support services
Business and Defense Organizations Budgeting
Designing training modules
Conclusion
QFD Effective management tool Customer expectations are used to
drive design process or to drive improvement in service industries
Advantages & Benefits
Orderly way of obtaining information & presenting itShorter product development cycleConsiderably reduced start-up costsFewer engineering changesReduced chance of oversights during design processEnvironment of teamworkConsensus decisionsEverything is preserved in writing
Everyone Benefits
Entire organization constantly aware of customer requirementsMarketing—specific sales points have been identified and can be stressedResults in satisfied customers!
Questions
What are some advantages of QFD?What methods could be used to determine the voice of the customer?What are the keys to success when building a House of Quality?Who is responsible for building the House of Quality?
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