Quality Function Deployment(QFD)

The Voice of the Customer

Ron SedlockASQ JacksonvilleEducation Chair

Phone: (352) 473-6095 (352) 473-6096E-mail: rsedlock@msn.comwww.thequalitycatalyst.com

Back to Basics

QFD in 15 minutes

• History• The House of Quality• The Voice of the Customer (VOC)• Deploying the VOC• Personal Use

What is QFD?

Quality Function Deployment is a design planning process driven by customer requirements.

1. QFD deploys “The Voice of the Customer” throughout the organization.

2. QFD uses planning matrices -- each called “The House of Quality”.

Voice of the Customer

Voice of the Designer

x = Design Trade-offs

Benchmarking

Reverse Engineering

Deploying the VOC

TechnicalRequirements

CustomerRequirements

ProductRequirements

TechnicalRequirements

ProcessRequirements

ProductRequirements

ControlRequirements

ProcessRequirements

QFD - ASQ Meeting

Wine in a

box

Screw top

bottle

Special dietary needs

Desserts on table

“$2 wine”

“Dessert before dinner”

QFD - Audits

Mutual Scheduling

Good Checklist

Make

allowances

Prioritize findings

Keep a

sense of

proportio

n

Good format

Gives suggestions

Objective Evidence

Solicit Feedback

“Don’t waste my time”“Don’t nitpick”

“Give me a useful Report”

The Objectives of QFD

1. Determine the voice of the customer.

2. Examine the company’s response to this voice.

Coming Attractions

Next Month ---

α and β error

“Know your risks”