quality function deployment

QUALITY FUNCTION DEPLOYMENT (QFD) (Cal, Tia, Torre, Caballero)QFD (quality function deployment) a planning tool used to fulfill customer expectationsa disciplined approach to product design, engineering, and production and provides in-depth evaluation of a product.focuses on customer expectations or requirements often referred to as the voice of the customer.

THE QFD TEAMcomposed of PROJECT MANAGER and TEAM MEMBERS (from marketing, design, quality, finance, production)2 TYPES OF TEAMS:new product design TEAM & product improvement TEAM usually has fewer members need TIME and inter-team COMMUNICATION

TEAM MEETINGS

BENEFITS OF QFDinitially implemented to increase start-up costs

Improves customer satisfaction Reduces implementation time Promotes teamwork Provides documentation

IMPROVES CUSTOMER SATISFACTIONREDUCES IMPLEMENTATION TIMEPROMOTES TEAMWORKPROVIDES DOCUMENTATIONCreates focus on customer requirements;Uses competitive information effectively;Prioritize resources;Identifies items that can be acted upon;Structures resident experience/information;Decreases midstream design changes;Limits post introduction problems;Avoids future development redundancies;Identifies future application opportunities;Surfaces missing assumptions;Based on consensus;Creates communication at interfaces;Identifies actions at interfaces;Creates global view out of details;Documents rationale for design;Is easy to assimilate;Add structure to the information;Adapts to changes;Provides framework for sensitivity analysis;THE VOICE OF THE CUSTOMER Focus groups Complaints Standards Surveys Consultants Federal regulationsSources for determining customer expectations:

THE VOICE OF THE CUSTOMER (contd) The organization can search (solicited) for the information The information can be volunteered (unsolicited) to the organization Measurable (quantitative) data Subjective (qualitative) data Routine (structured) manner Haphazard (random) mannerDifferent types of customer information and ways that an organization can collect data:

THE VOICE OF THE CUSTOMER(contd)

THE VOICE OF THE CUSTOMER (contd) The goal of QFD is not only to meet as many customer expectations and needs as possible, but also to exceed customer expectations.

ORGANIZATION OF INFORMATION a tool that gathers a large amount of data and subsequently organizes the data into groupings based on their natural interrelationships.Affinity Diagram (team of 6-8 members)

ORGANIZATION OF INFORMATION (contd)a. thoughts are too widely dispersed or numerous to organizeb. new solutions are needed to circumvent the more traditional ways of problem solvingc. support for a solution is essential for successful implementation

An affinity diagram should be implemented when...

ORGANIZATION OF INFORMATION (contd)1. Phrase the objective.2. Record all responses.3. Group the responses.4. Organize groups in an affinity diagram.

4 simple steps :

HOUSE OF QUALITYthe primary tool used in QFDtranslates the voice of the customer into design requirements that meet specific target values and matches those against how an organization will meet those requirements. Many managers and engineers consider the house of quality to be the primary chart in quality planning.

HOUSE OF QUALITY (contd)The structure of QFD can be thought of as a framework of a house.

HOUSE OF QUALITY (contd)

The exterior walls of the house are the customer requirements.


A listing of the voice of the customer, or what the customer expects in the product.HOUSE OF QUALITY (contd)

The prioritized customer requirements, or planning matrix.HOUSE OF QUALITY (contd)

Listed are items such as customer benchmarking, customer importance rating, target value, scale-up factor, and sales point.HOUSE OF QUALITY (contd)

Contains the technical descriptors. Consistency of theproduct is providedthrough engineeringcharacteristic, designconstraints, and parameters


Customer expectations are translated into engineering characteristics.HOUSE OF QUALITY (contd)

Trade offs between similar and/or conflicting technical descriptors are identified.HOUSE OF QUALITY (contd)

Items such as the technical benchmarking, degree of technical difficulty, and target value are listed.HOUSE OF QUALITY (contd)

This is the basic structure for the house of quality; once this format is understood, anyother QFD matrices are fairly straightforward.BUILDING A HOUSE OF QUALITYList Customer Requirements (WHATs)List Technical Descriptors (HOWs)Develop a Relationship Matrix Between WHATs and HOWsDevelop an Interrelationship Matrix Between HOWsCompetitive AssessmentsDevelop Prioritized Customer RequirementsDevelop Prioritized Technical Descriptors

QFD PROCESSQFD matrix (house of quality)the basis for all future matrices needed for the QFD method.Although each house of quality chart now contains a large amount of information, it is still necessary to refine the technical descriptors further until an actionable level of detail is achieved.Often, more than one matrix will be needed, depending on the complexity of the project.This process is accomplished by creating a new chart in which the HOWs (technical descriptors) became the WHATs (customer requirements) of the new chart

QFD PROCESS (contd)The first chart in the flow diagram is for the product-planning phase.

QFD PROCESS (contd)The first chart in the flow diagram is for the product-planning phase.

QFD PROCESS (contd)For each of the customer requirements, a set of design requirements is determined, which, if satisfied, will result in achieving customer requirements.

QFD PROCESS (contd)The next chart in the flow diagram is for part development.

QFD PROCESS (contd)Design requirements from the first chart are carried to the next chart to establish part-quality characteristics.

The term part-quality characteristics is applied to any elements that can aid in measuring the evolution of quality.

QFD PROCESS (contd)This chart translates the design requirements into specific part details.

QFD PROCESS (contd)Once the part-quality characteristics have been defined, key process operations can be defined in the process-planning phase. The next step is process planning ,where key process operations are determined from part-quality characteristics.Finally, production requirements are determined from the key process operation.

QFD PROCESSThe parameters must be controlled in order to achieve the required part quality characteristics and customer requirements.

END.