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Qfd
- 1. Back to Basics QualityFunction 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. QFD in 15minutes • History • The House of Quality • The Voice of the Customer (VOC) • Deploying the VOC • Personal Use
- 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. Voice of theDesigner Voice of the Customer
- 5. x = DesignTrade-offs
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- 8. Deploying the VOC Technical Requirements Customer Requirements Product Requirements Technical Requirements Process Requirements Product Requirements Control Requirements Process Requirements
- 9. QFD - ASQMeeting Desserts on table Special dietary needs Screw top bottle Wine in a box “Dessert before “$2 wine” dinner”
- 10. Solicit Feedback Objective Evidence Gives suggestions Good format Keep a sense of QFD - Audits proportion Prioritize findings Make allowances Good Checklist Mutual Scheduling “Don’t waste my “Don’t nitpick” useful Report” “Give me a time”
- 11. The Objectives ofQFD 1. Determine the voice of the customer. 2. Examine the company’s response to this voice.
- 12. Coming Attractions Next Month--- α and β error “Know your risks”