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Qfd
This document provides an overview of Quality Function Deployment (QFD). It describes key aspects of QFD including the benefits, the voice of the customer, building a house of quality, prioritizing customer requirements and technical descriptors, and the QFD process. QFD is a structured approach to defining customer needs and translating them into design requirements and product characteristics to help maximize customer satisfaction.
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Qfd
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- 2. Outline Introduction QFD Team Benefits OfQFD Voice Of The Customer House Of Quality Building A House Of Quality QFD Process Summary
- 3. Introduction Dr. Mizuno, Prof.Emeritus Mitsubishi Heavy Industries Kobe Shipyards, 1972 Toyota Minivans (1977 Base) 1979 - 20% Reduction In Start-Up Costs 1982 - 38% 1984 - 61% Dr. Clausing, Xerox, 1984 Any Manufacturing Or Service Industry
- 4. QFD Team Significant AmountOf Time Communication Two Types Of Teams New Product Improve Existing Product Marketing, Design, Quality, Finance, Production, Etc.
- 5. Benefits Of QFD CustomerDriven Reduces Implementation Time Promotes Teamwork Provides Documentation
- 6. Customer Driven Creates FocusOn Customer Requirements Uses Competitive Information Effectively Prioritizes Resources Identifies Items That Can Be Acted On Structures Resident Experience/Information
- 7. Reduces Implementation Time DecreasesMidstream Design Change Limits Post Introduction Problems Avoids Future Development Redundancies Identifies Future Application Opportunities Surfaces Missing Assumptions
- 8. Promotes Teamwork Based OnConsensus Creates Communication At Interfaces Identifies Actions At Interfaces Creates Global View-Out Of Details
- 9. Provides Documentation Documents RationaleFor Design Is Easy To Assimilate Adds Structure To The Information Adapts To Changes (Living Document) Provides Framework For Sensitivity Analysis
- 10. Voice Of TheCustomer Driving Force Behind QFD Customer Dictates Attributes Of Product Customer Satisfaction Meeting Or Exceeding Customer Expectations Customer Expectations Can Be Vague & General In Nature Customer Expectations Must Be Taken Literally, Not Translated Into What The Organization Desires
- 11. Collecting Customer Information What DoesCustomer Really Want ? What Are Customer’s Expectations ? Are Customer’s Expectations Used To Drive Design Process ? What Can Design Team Do To Achieve Customer Satisfaction?
- 12. Types Of CustomerInformation Solicited, Measurable, Routine Cus. & Market Surveys, Trade Trials Unsolicited, Measurable, Routine Customer Complaints, Lawsuits Solicited, Subjective, Routine Focus Groups Solicited, Subjective, Haphazard Trade & Cus. Visits, Indep. Consultants Unsolicited, Subjective, Haphazard Conventions, Vendors, Suppliers
- 13. House Of Quality TechnicalDescriptors (Voice of the organization) Prioritized Technical Descriptors Interrelationship between Technical Descriptors Customer Requirements (Voiceofthe Customer) Prioritized Customer Requirements Relationship between Requirements and Descriptors
- 14. Building A HouseOf Quality List Customer Requirements (What’s) List Technical Descriptors (How’s) Develop Relationship (What’s & How’s) Develop Interrelationship (How’s) Competitive Assessments Prioritize Customer Requirements Prioritize Technical Descriptors
- 15. QFD Matrix Absolute Weightand Percent Prioritized Technical Descriptors Degree of Technical Difficulty Relative Weight and Percent Target Value Customer Requirements Prioritized Customer Requirements Technical Descriptors Primary Primary Secondary Secondary Technical Competitive Assessment Customer Competitive Assessment Our A’s B’s Customer Importance TargetValue Scale-upFactor SalesPoint AbsoluteWeight Our A’s B’s Relationship between Customer Requirements and Technical Descriptors WHATs vs. HOWs Strong Medium Weak +9 +3 +1 Strong Positive Positive Negative Strong Negative +9 +3 -3 -9 Interrelationship between Technical Descriptors (correlation matrix) HOWs vs. HOWs
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- 18. L - ShapedDiagram Customer Requirements Technical Descriptors Primary Primary Secondary Secondary
- 19. Relationship Matrix Customer Requirements Technical Descriptors Primary Primary Secondary Secondary Relationshipbetween Customer Requirements and Technical Descriptors WHATs vs. HOWs Strong Medium Weak +9 +3 +1
- 20. Correlation Matrix Customer Requirements Technical Descriptors Primary Primary Secondary Secondary Relationship between CustomerRequirements and Technical Descriptors WHATs vs. HOWs Strong Positive Positive Negative Strong Negative +9 +3 -3 -9 Interrelationship between Technical Descriptors (correlation matrix) HOWs vs. HOWs Strong Medium Weak +9 +3 +1
- 21. Customer Competitive Assessment Customer Requirements Customer Competitive Assessment Ours A’s B’s 5 3 1 2 5 1 4 4 Relationshipbetween Customer Requirements and Technical Descriptors WHATs vs. HOWs Strong Medium Weak +9 +3 +1
- 22. 1 3 42 1 2 1 4 Technical Competitive Assessment Customer Requirements Customer Competitive Assessment Our A’s B’s 5 3 1 2 5 1 4 4 Relationship between Customer Requirements and Technical Descriptors WHATs vs. HOWs Strong Medium Weak +9 +3 +1Technical Competitive Assessment Our A’s B’s
- 23. Prioritized Customer Requirements Importance Rating TargetValue Scale-Up Factor Sales Point Absolute Weight & Percent (Importance Rating) (Scale-Up Factor) (Sales Point)
- 24. 7 3 9 10 2 4 8 1 Customer Requirements Prioritized Customer Requirements Technical Descriptors Primary Primary Secondary Secondary Technical Competitive Assessment Customer Competitive Assessment Our A’s B’s Customer Importance TargetValue Scale-upFactor SalesPoint AbsoluteWeight 1 3 42 1 2 1 4 5 3 1 2 5 1 4 4 5 3 2 3 5 2 4 4 1.5 1 1.2 1.5 1 1 1.5 1 1.5 1 15 3 Our A’s B’s Relationship between Customer Requirements and Technical Descriptors WHATs vs. HOWs Strong Medium Weak +9 +3 +1
- 25. Prioritized Technical Descriptors Degree OfDifficulty Target Value Absolute Weight & Percent Relative Weight & Percent a j R ij c i i n = = ∑ 1 b j R ij d i i n = = ∑ 1 R is Relationship Matrix c is Customer Importance R is Relationship Matrix c is Customer Absolute Weights
- 26. Absolute Weight andPercent Prioritized Technical Descriptors Degree of Technical Difficulty Relative Weight and Percent Target Value 1 8 4 2 9 8 2 5 90 133 2 3 4 3 1 3 1 5 7 3 9 10 2 4 8 1 Customer Requirements Prioritized Customer Requirements Technical Descriptors Primary Primary Secondary Secondary Technical Competitive Assessment Customer Competitive Assessment Our A’s B’s Customer Importance TargetValue Scale-upFactor SalesPoint AbsoluteWeight 1 3 4 2 1 2 1 4 5 3 1 2 5 1 4 4 5 3 2 3 5 2 4 4 1.5 1 1.2 1.5 1 1 1.5 1 1.5 1 15 3 Our A’s B’s Relationship between Customer Requirements and Technical Descriptors WHATs vs. HOWs Strong Medium Weak +9 +3 +1 Strong Positive Positive Negative Strong Negative +9 +3 -3 -9 Interrelationship between Technical Descriptors (correlation matrix) HOWs vs. HOWs
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- 29. Phase II Part Development PartQuality Characteristics Design Requirements
- 30. Phase III Process Planning KeyProcess Operations PartQuality Characteristics
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- 32. QFD Summary Orderly WayOf Obtaining Information & Presenting It Shorter Product Development Cycle Considerably Reduced Start-Up Costs Fewer Engineering Changes Reduced Chance Of Oversights During Design Process Environment Of Teamwork Consensus Decisions Preserves Everything In Writing