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Quality Function Deployment for pizza

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Quality Function Deployment for pizza

2. 2. The House of Quality matrix is one of the best tools available for clarifying the “voice of the customer”. It is important to note that the customer in question may be a product or service consumer, a corporate executive, or even another department within the same company. In fact, the “customer” in question may even be one’s self–for the HOQ tool is an excellent way to evaluate a complex decision and prioritize one’s own requirements.3</li></ul> <br /> HOUSE OF QUALITY<br />DEFINITIONS<br /> <br /> BASIC STRUCTURE OF HOQ<br />The basic structure is a table with " Whats" as the labels on the left and " Hows" across the top. The roof is a diagonal matrix of " Hows vs. Hows" and the body of the house is a matrix of " Whats vs. Hows" . Both of these matrices are filled with indicators of whether the interaction of the specific item is a strong positive, a strong negative, or somewhere in between. Additional annexes on the right side and bottom hold the " Whys" (market research, etc.) and the " How Muches" . Rankings based on the Whys and the correlations can be used to calculate priorities for the Hows.<br />The first matrix of the QFD process typically takes the very non technical Voice of the Customer (VOC), scientifically ranks the importance of these wants, needs and desires and links technical " How To's" to the wants, needs, and desires. Each " How To" is translated or cascaded into Measures and Metrics for measuring success.<br />Each room’s function is similar to the rooms of the typical home. The kitchen, the living room, the bedroom, each have unique functions just like the " House of Quality" QFD level 1. QFD level 1 also provides the opportunity to do benchmarking of current products against the measures and metrics. QFD level 1 also considers how each " technical how" might effect each other. This correlation section is often called the roof section because it is on top of the matrix and is angled like a roof.<br />When completed, requirements are written, benchmarking features are established to study further, and competing specifications are ranked to balance the delivery of a design based on the impact on the customer.<br />7 STEPS OF DEVELOPING HOQ<br /> HOUSE OF QUALITY OF PIZZA<br />PIZZA<br />Pizza is an oven-baked, flat, disc shaped bread usually topped with tomato sauce and mozzarella and then a selection of meats, salamis, seafood, cheeses, vegetables and herbs depending on taste and culture.<br />Originating in Neapolitan cuisine, the dish has become popular in many different parts of the world. A shop or restaurant that primarily makes and sells pizzas is called a " pizzeria" . The phrases " pizza parlor" , " pizza place" and " pizza shop" are used in the United States. The term pizza pie is dialectal, and pie is used for simplicity in some contexts, such as among pizzeria staff.<br />HISTORY OF PIZZA<br />The Ancient Greeks covered their bread with oils, herbs, and cheese. The Romans developed placenta, a sheet of flour topped with cheese and honey and flavored with bay leaves. Modern pizza originated in Italy as the Neapolitan pie with tomato. In 1889 cheese was added. <br />King Ferdinand I (1751–1825) is said to have disguised himself as a commoner and, in clandestine fashion, visited a poor neighborhood in Naples. One story has it that he wanted to sink his teeth into a food that the queen had banned from the royal court—pizza. <br />TYPES OF PIZZA<br /><ul><li>Thin Crust Pizza
3. 3. Meatlovers
4. 4. Oven Baked
5. 5. Greek Style
6. 6. Triple Meat Pizza
7. 7. Pineapple And Chicken
8. 8. Muffuleta Pizza
9. 9. Supreme Pizza
10. 10. Chicago Style Pizza
11. 11. Buffalo Chicken
12. 12. Deep Dish Pizza
13. 13. Poop Pizza
14. 14. Seafood
15. 15. Pepperoni Pizza
16. 16. Cow Brains Pizza
17. 17. Philly Cheesecake Pizza
18. 18. Cheese Pizza
19. 19. Mexican
20. 20. Extra Cheese
21. 21. Thai Pizza
22. 22. Grilled
23. 23. Californian
24. 24. Pizza Pie
25. 25. Caramelized Onion
26. 26. Sicilian</li></ul>PIZZA IN PAKISTAN<br />The first pizzerias opened up in Karachi and Islamabad in the late 1980s, with Pappasallis serving pizza in Islamabad since 1990. Pizza Hut was launched in Pakistan in 1993. Manzar Riaz from Lahore was the first franchisee. Unlike in India where the pizza has become widely popular, pizza in Pakistan is only popular and well known in the provinces of Punjab, Sindh and Kashmir. Pizza is still virtually unknown in the provinces of North-West Frontier Province (with the exception of Peshawar which has a Pizza Hut.) and Baluchistan. Spicy chicken and sausage based pizzas are very popular as they cater to the local palate.<br />INGREDIENTS OF PIZZA<br />PIZZA <br />SEVEN STEPS OF DEVELOPING HOQ OF PIZZA<br />1-Identify customer wants.<br />These are the specifications which customer demand from a pizza company. These are :<br /><ul><li>Good texture
27. 27. Generous portions
28. 28. Tastes good
29. 29. Low price
30. 30. Appetizing appearance</li></ul>2-Identify how the good/service will satisfy customer wants.<br />In this step the company has to reflect the customer’s desires and demands into his company product. The company has to take several steps to make his product according to the customer requirements. These are :<br /><ul><li>Colour
31. 31. Tensile yield strength
32. 32. Tensile Ultimate strength
33. 33. Weight
34. 34. Size(Diameter)
35. 35. Thickness
36. 36. Avg. Hedonic scale rating
37. 37. Cost per Pizza
38. 38. Density of topping</li></ul>3-Relate customer wants to product hows.<br />In this step we have to relate the customer requirements and the technical specifications provided by the company manager. How well what we do meets the customer’s wants (relationship matrix). Ratings for high, medium and low relationships have been shown in the diagram.<br />KEY <br /> High Relationship (5)<br /> Medium Relationship (3)<br /> Low Relationship (1)<br />4-Identify relationship between the firm's hows.<br />This is basically the roof of the house. This includes relationship between the things we can do. It gives the relationships among the Company’s hows.<br />KEY<br /> High Relationship <br /> Medium Relationship <br /> Negative Relationship <br />5-Develop importance ratings.<br />This step is according to the experience of the operational manager of the company. He has to assign each customer want a desired rating that depends on the value of that requirement in the original product (pizza).<br />These are the priorities which the customer gives to their requirements. These are evaluated by the company. <br />5 being the highest and<br />1 being the lowest.<br />CUSTOMER ‘WANTS’IMPORTANCE RATINGTastes Good5Low Price4Appetizing Appearance3Good Texture2Generous Portions1<br />After giving importance ratings to each customer requirement, using the customer importance rating and weights for the relationship shown in matrix ,compute our importance ratings.<br />PRODUCT ‘HOWS’WEIGHTED RATINGColour5*3=15Tensile yield strength5*1=5Tensile Ultimate strength5*1=5Weight1*2=2Size(Diameter)5*2=10Thickness3*2=6Avg. Hedonic scale rating5*5=25Cost per Pizza5*4=20Density of topping3*3=9<br />6-Evaluate competing products.<br />How well do the competing products meet customer wants? Such an evaluation is shown on the right columns of the House of Quality. Columns are designated as COMPANY ‘Alpha’ , COMPANY ‘Beta’ and COMPANY ‘Charlie’.<br />KEY<br />Good<br />Fair<br />Poor<br />CUSTOMER ‘WANTS’COMPANY ALPHACOMPANY BETACOMPANY CHARLIETastes GoodFairGoodGoodLow PriceGoodPoorPoorAppetizing AppearancePoorFairGoodGood TextureGoodFairGoodGenerous PortionsGoodGoodPoor<br />7-Determine the desirable technical attributes , your performance, and the competitor's performance against these attributes. <br />In this step we have to determine the desirable technical attribute, our performance and the competitor’s performance against these attributes.<br />FINAL HOUSE OF QUALITY OF PIZZA<br /> <br /> PRODUCT ‘HOWS’CUSTOMER ‘WANTS’Good textureGenerous portionsTastes good Low priceAppetizing appearance<br /> <br />1<br />2<br />5<br />4<br />3<br />2510920625515<br />Technical Attributes <br />Technical Evaluation<br /> <br /> APPLICATIONS OF QFD AND HOQ<br /><ul><li>The House of Quality matrix is one of the best tools available for clarifying the “voice of the customer”. It is important to note that the customer in question may be a product or service consumer, a corporate executive, or even another department within the same company. In fact, the “customer” in question may even be one’s self–for the HOQ tool is an excellent way to evaluate a complex decision and prioritize one’s own requirements.
39. 39. Many companies have discovered the importance of asking what their customers’ requirements are. Unfortunately, most companies stop their dialog with their customers at simple requirements gathering. They fail to ask the clarifying questions necessary to truly understand the wants and needs of their customer.
40. 40. The House of Quality tool, on the other hand, helps teams to gather information such as the following:</li></ul>Are any of the customer’s requirements more important/critical than their other requirements?<br />How much more/less important is any given requirement when compared to the others?<br />What are the measurable goals for fulfilling the requested requirements?<br />Do any of the goals conflict with each other?<br />Does satisfying any particular goal help to satisfy another?<br />How difficult will it be to accomplish any given goal?<br /><ul><li>The House of Quality tool can assist with competitive analysis as well. In short, the HOQ matrix not only helps to capture the voice of the customer, it helps to map an effective and efficient path to satisfying that voice.
41. 41. In order for the House of Quality to be a valuable tool for any team or individual, the people utilizing the tool must be at liberty to influence the decision-making process. Furthermore, teams and/or companies that care little about satisfying the wants and needs of their customers will find little value in the HOQ matrix or the Quality Function Deployment methodology.
42. 42. The QFD process and the House of Quality tool can be applied in most any industry to increase quality and better meet the needs of its customers.
43. 43. The HOQ matrix can assist in prioritizing the initiatives of anything ranging from computer processor design to hotel management.
44. 44. It facilitates decision making for engineers and sales people, alike.