Thanks for given documents

1. Quality Function Deployment
(QFD)
CO4: construct the new tools and techniques of TQM to ensure customer
satisfaction

2. Objectives
• Brief overview of the historical background of
QFD and use of QFD as a planning tool
• Understand the benefits of QFD
• How to capture the voice of the customer and
organizing the information
• Understand the structured process of
developing House of Quality
• Understand the applications of QFD

3. What is QFD?
• Quality function deployment (QFD) is a team based
planning tool used to fulfil customer expectations.
• It is a disciplined approach to product design,
engineering, and production and provides in-depth
evaluation of a product.
• It is employed to translate customer expectations, in
terms of specific requirements, into directions and
actions that can be deployed through:
– Product planning
– Part development
– Process planning
– Production planning
– Service industries

4. Benefits of QFD
• Improves Customer Satisfaction
• Reduces Implementation Time
• Promotes Teamwork
• Provides Documentation

6. Voice of Customer
Figure . Types of Customer Information and How to Collect It
Reproduced from James L. Brossert, Quality Function Deployment—A Practitioner’s Approach (Milwaukee, WI:
ASQC Quality Press, 1991).

7. House of Quality
Figure . House of Quality
Reproduced with permission from James L. Brossert, Quality Function Deployment—A Practitioner’s Approach
(Milwaukee, WI: ASQC Quality Press, 1991).

8. Building a House of Quality
1. Step 1—List Customer Requirements (WHATs)
2. Step 2—List Technical Descriptors (HOWs)
3. Step 3—Develop a Relationship Matrix Between WHATs and
HOWs
4. Step 4—Develop an Interrelationship Matrix Between HOWs
5. Step 5—Competitive Assessments
6. Step 6—Develop Prioritized Customer Requirements
7. Step 7—Develop Prioritized Technical Descriptors

9. Basic House of Quality Matrix
1
2
3
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5
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6
5

10. Step 1—List Customer Requirements
(WHATs)

11. Step 2—List Technical Descriptors (HOWs)

12. Step 3—Develop a Relationship Matrix Between
WHATs and HOWs

14. Step 4—Develop an Interrelationship
Matrix Between HOWs

16. Step 5—Competitive Assessments

17. Step 6—Develop Prioritized Customer Requirements

18. Step 7—Develop Prioritized Technical Descriptors

19. QFD Example
Example of a handlebar stem for a mountain bike

20. QFD Process

21. Summary
• Quality function deployment—specifically, the house of quality—is an
effective management tool in which customer expectations are used to
drive the design process or to drive improvement in the service industries.
• Some of the advantages and benefits of implementing QFD are:
– An orderly way of obtaining information and presenting it.
– Shorter product development cycle.
– Considerably reduced start-up costs.
– Fewer engineering changes.
– Reduced chance of oversights during the design process.
– An environment of teamwork.
– Consensus decisions.
– Everything is preserved in writing.
– QFD forces the entire organization to constantly be aware of the
customer requirements.
– Every QFD chart is a result of the original customer requirements that
are not lost through misinterpretation or lack of communication.
– Marketing benefits because specific sales points that have been
identified by the customer can be stressed.
– Most importantly, implementing QFD results in a satisfied customer.