Quality function deployment

1. Quality Function Deployment
 Identify customer wants
 Identify how the good/service will satisfy customer
wants
 Relate customer wants to product hows
 Identify relationships between the firm’s hows
 Develop importance ratings
 Evaluate competing products
 Compare performance to desirable technical
attributes
1QFD by..
M.SenthilKumar

2. QFD House of Quality
Relationship
matrix
How to satisfy
customer wants
Interrelationships
Competitive
assessment
Technical
evaluation
Target values
What the
customer
wants
CustomerCustomer
importanceimportance
ratingsratings
WeightedWeighted
ratingrating
2QFD by..
M.SenthilKumar

3. House of Quality Example
Your team has been charged withYour team has been charged with
designing a new camera for Greatdesigning a new camera for Great
Cameras, Inc.Cameras, Inc.
The first action isThe first action is
to construct ato construct a
House of QualityHouse of Quality
3QFD by..
M.SenthilKumar

4. House of Quality Example
CustomerCustomer
importanceimportance
ratingrating
(5 = highest)(5 = highest)
Lightweight 3
Easy to use 4
Reliable 5
Easy to hold steady 2
Color correction 1
What theWhat the
customercustomer
wantswants
What the
Customer
Wants
Relationship
Matrix
Technical
Attributes and
Evaluation
How to Satisfy
Customer Wants
Interrelationships
Analysisof
Competitors
4QFD by..
M.SenthilKumar

5. House of Quality Example
What the
Customer
Wants
Relationship
Matrix
Technical
Attributes and
Evaluation
How to Satisfy
Customer Wants
Interrelationships
Analysisof
Competitors
Lowelectricityrequirements
Aluminumcomponents
Autofocus
Autoexposure
Paintpallet
Ergonomicdesign
How to Satisfy
Customer Wants
5QFD by..
M.SenthilKumar

6. Lightweight 3
Easy to use 4
Reliable 5
Easy to hold steady 2
Color corrections 1
House of Quality Example
What the
Customer
Wants
Relationship
Matrix
Technical
Attributes and
Evaluation
How to Satisfy
Customer Wants
Interrelationships
Analysisof
Competitors
High relationshipHigh relationship
Medium relationshipMedium relationship
Low relationshipLow relationship
Relationship matrixRelationship matrix 6QFD by..
M.SenthilKumar

7. House of Quality Example
What the
Customer
Wants
Relationship
Matrix
Technical
Attributes and
Evaluation
How to Satisfy
Customer Wants
Interrelationships
Analysisof
Competitors
Lowelectricityrequirements
Aluminumcomponents
Autofocus
Autoexposure
Paintpallet
Ergonomicdesign
RelationshipsRelationships
between thebetween the
things we can dothings we can do
7QFD by..
M.SenthilKumar

8. House of Quality Example
WeightedWeighted
ratingrating
What the
Customer
Wants
Relationship
Matrix
Technical
Attributes and
Evaluation
How to Satisfy
Customer Wants
Interrelationships
Analysisof
Competitors
Lightweight 3
Easy to use 4
Reliable 5
Easy to hold steady 2
Color corrections 1
Our importance ratings 22 9 27 27 32 25
8QFD by..
M.SenthilKumar

9. House of Quality Example
CompanyA
CompanyB
G P
G P
F G
G P
P P
Lightweight 3
Easy to use 4
Reliable 5
Easy to hold steady 2
Color corrections 1
Our importance ratings 22 5
How well doHow well do
competing productscompeting products
meet customer wantsmeet customer wants
What the
Customer
Wants
Relationship
Matrix
Technical
Attributes and
Evaluation
How to Satisfy
Customer Wants
Interrelationships
Analysisof
Competitors
9QFD by..
M.SenthilKumar

10. House of Quality ExampleWhat the
Customer
Wants
Relationship
Matrix
Technical
Attributes and
Evaluation
How to Satisfy
Customer Wants
Interrelationships
Analysisof
Competitors
Target
values
(Technical
attributes)
Technical
evaluation
Company A 0.7 60% yes 1 ok G
Company B 0.6 50% yes 2 ok F
Us 0.5 75% yes 2 ok G
0.5A
75%
2’to∞
2circuits
Failure1per10,000
Panelranking
10QFD by..
M.SenthilKumar

11. House of Quality Example
CompletedCompleted
House ofHouse of
QualityQuality
Lightweight 3
Easy to use 4
Reliable 5
Easy to hold steady 2
Color correction 1
Our importance ratings
Lowelectricityrequirements
Aluminumcomponents
Autofocus
Autoexposure
Paintpallet
Ergonomicdesign
CompanyA
CompanyB
G P
G P
F G
G P
P P
Target values
(Technical
attributes)
Technical
evaluation
Company A 0.7 60% yes 1 ok G
Company B 0.6 50% yes 2 ok F
Us 0.5 75% yes 2 ok G
0.5A
75%
2’to∞
2circuits
Failure1per10,000
Panelranking
22 9 27 27 32 25
11QFD by..
M.SenthilKumar

12. House of Quality Sequence
Design
characteristics
Specific
components
House
2
Customer
requirements
Design
characteristics
House
1
Specific
components
Production
process
House
3
Production
process
Quality
plan
House
4
Figure 5.4Figure 5.4
Deploying resources through theDeploying resources through the
organization in response toorganization in response to
customer requirementscustomer requirements
12QFD by..
M.SenthilKumar