Back to BasicsQuality Function Deployment           (QFD)                 The Voice of the Customer                       ...
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 ...
Voice of the DesignerVoice of the Customer
x = Design Trade-offs
Benchmarking
Reverse Engineering
Deploying the VOC                    Technical                   Requirements CustomerRequirements                        ...
QFD - ASQ Meeting                      Desserts on table                    Special dietary needs                      Scr...
Solicit Feedback               Objective Evidence               Gives suggestions                 Good format             ...
The Objectives of QFD1. Determine the voice of the   customer.2. Examine the company’s response to   this voice.
Coming AttractionsNext Month ---             α and β error                 “Know your risks”
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Qfd

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Qfd

  1. 1. Back to BasicsQuality Function Deployment (QFD) The Voice of the Customer Ron Sedlock ASQ Jacksonville Education Chair Phone: (352) 473-6095 (352) 473-6096 E-mail: rsedlock@msn.com www.thequalitycatalyst.com
  2. 2. QFD in 15 minutes• History• The House of Quality• The Voice of the Customer (VOC)• Deploying the VOC• Personal Use
  3. 3. 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”.
  4. 4. Voice of the DesignerVoice of the Customer
  5. 5. x = Design Trade-offs
  6. 6. Benchmarking
  7. 7. Reverse Engineering
  8. 8. Deploying the VOC Technical Requirements CustomerRequirements Product Requirements Technical Requirements Process Requirements Product Requirements Control Requirements Process Requirements
  9. 9. QFD - ASQ Meeting Desserts on table Special dietary needs Screw top bottle Wine in a box “Dessert before “$2 wine” dinner”
  10. 10. Solicit Feedback Objective Evidence Gives suggestions Good format Keep a sense ofQFD - Audits proportion Prioritize findings Make allowances Good Checklist Mutual Scheduling “Don’t waste my “Don’t nitpick” useful Report” “Give me a time”
  11. 11. The Objectives of QFD1. Determine the voice of the customer.2. Examine the company’s response to this voice.
  12. 12. Coming AttractionsNext Month --- α and β error “Know your risks”
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