This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here: http://flevy.com/browse/business-document/063quality-function-deployment-hoq4-1164 DESCRIPTION Quality Function Deployment is a technique for converting Voice of the Customer to Design Requirements. The methodology allows a product or process designer to move closer and closer to an acceptable solution while maintaining clear line of sight to customer requirements. This is important, particularly for complex designs, or when the Voice of Customer is also complex. At the beginning of the design process, the challenge will be converting customer inputs to requirements called Critical to satisfaction (CTS?s). CTS?s are fed directly into the House of Quality (HOQ). CTS?s are then used to develop Functional Requirements (FR?s). FR?s answer the question ?how should the solution function?? Up to this point, we know what the customer wants and we know how the solution should function to meet those wants. Next we use the Functional Requirements to develop Design Requirements (DR?s). Design Requirements are critical factors / metrics that enable the successful execution of the Functional Requirements. And finally Design Requirements are used to develop Process Variables (PV?s). The House of Quality and the associated template walks the designer through all 4 steps (houses). In this module we cover the fourth step in detail. This material is suitable for independent study or formal classroom training and includes a list of tools, an exercise, and quiz questions.

1. 1
Quality Function Deployment
House of Quality # 4

2. 4
Four Phase QFD Methodology
House
of
Quality
#3
Design
. Parameters
Functional
Requirements House
of
Quality
#4
Process
Variables
Design
Parameters
House
of
Quality
#2
Functional
Requirements
CTSs
Client/Customer
Expectations
House
of
Quality
#1
Critical to
Satisfaction
Customer
Needs
Focus Groups
InterviewsSurveys
Relating the
Customer
to the business
Determining
Functionality Designing
Product or
Service
Specifying
Process
Controls
I Have
A Need
Affinity Diagram
Focus of this module
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3. 7
The Rooms Of House Of Quality
(HOQ4)
Rooms:
1. Critical to Satisfaction
2. Customer Ratings and
Competitive Comparison
3. Functional Requirements
4. Correlations
5. Calculated Importance
6. Competitive Benchmarks
7. Targets & Limits
8. Conflicts
7
3
5
4
1
6
2
8
IMPORTANCE
DIRECTION OF IMPROVEMENT
CALCULATED
IMPORTANCE
COMPETITIVE
COMPARISON/
CUSTOMER
RATINGS
CONFLICTS
Design
Parameters
(How’s)
CORRELATIONS
COMPETITIVE
BENCHMARKS
TARGETS & LIMITS
Process Variables
(What’s)
Notice that this looks very similar to HOQ #1 & 2 & 3
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4. 10
Competitive Comparison Room #2
• Provides the design team
with an understanding of
how the current/proposed
product or service compares
to other competitors and
best in class versus the
customers needs.
7
3
5
4
1
6
2
8
IMPORTANCE
DIRECTION OF IMPROVEMENT
CALCULATED
IMPORTANCE
COMPETITIVE
COMPARISON/
CUSTOMER
RATINGS
CONFLICTS
Design
Parameters
(How’s)
CORRELATIONS
COMPETITIVE
BENCHMARKS
TARGETS & LIMITS
Process Variables
(What’s)
This document is a partial preview. Full document download can be found on Flevy:
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5. 13
High Level Need vs CTS Correlations
Room #4
• Room 4 is the correlation
between DR’s and PV’s.
• Since the PV’s were
developed from the DR’s, we
expect to see strong
association “on the
diagonal”.
• Use a 1-3-9 scale when
correlating, where:
1: weak relationship
3: moderate relationship
9: strong relationship
7
3
5
4
1
6
2
8
IMPORTANCE
DIRECTION OF IMPROVEMENT
CALCULATED
IMPORTANCE
COMPETITIVE
COMPARISON/
CUSTOMER
RATINGS
CONFLICTS
Design
Parameters
(How’s)
CORRELATIONS
COMPETITIVE
BENCHMARKS
TARGETS & LIMITS
Process Variables
(What’s)
This document is a partial preview. Full document download can be found on Flevy:
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6. 16
Target Limits Room #7
• Contains specification
and tolerance for PV
characteristics
• Specifications are
derived from
competitive
benchmarking
7
3
5
4
1
6
2
8
IMPORTANCE
DIRECTION OF IMPROVEMENT
CALCULATED
IMPORTANCE
COMPETITIVE
COMPARISON/
CUSTOMER
RATINGS
CONFLICTS
Design
Parameters
(How’s)
CORRELATIONS
COMPETITIVE
BENCHMARKS
TARGETS & LIMITS
Process Variables
(What’s)
This document is a partial preview. Full document download can be found on Flevy:
http://flevy.com/browse/document/063quality-function-deployment-hoq4-1164

7. 19
QFD.xls
Note
the
indexing
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8. Questions
22
1. There is direct line of sight between High Level Needs and PV’s.
2. There is one PV for each DR.
3. PV’s describe only process characteristics.
4. QFD can be used for products , processes and services.
5. House to House indexing helps track specific PV’s to High Level Needs.
6. Conflicts (Room 8) help prioritize PV’s.
7. PV’s help satisfy every solutions need to address the 3P’s.
8. DR’s are prioritized by the customer.
9. All 4 houses of QFD must be completed before a solution is finalized.
10. QFD is a type of design methodology.
T F
T F
T F
T F
T F
T F
T F
T F
T F
T F
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9. 1
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