SlideShare a Scribd company logo
1 of 21
Download to read offline
Quality Function Deployment
(QFD)
CO4: construct the new tools and techniques of TQM to ensure customer
satisfaction
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
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
Benefits of QFD
• Improves Customer Satisfaction
• Reduces Implementation Time
• Promotes Teamwork
• Provides Documentation
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).
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).
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
Basic House of Quality Matrix
1
2
3
4
5
7
6
5
Step 1—List Customer Requirements
(WHATs)
Step 2—List Technical Descriptors (HOWs)
Step 3—Develop a Relationship Matrix Between
WHATs and HOWs
Step 4—Develop an Interrelationship
Matrix Between HOWs
Step 5—Competitive Assessments
Step 6—Develop Prioritized Customer Requirements
Step 7—Develop Prioritized Technical Descriptors
QFD Example
Example of a handlebar stem for a mountain bike
QFD Process
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.

More Related Content

Similar to QFD.pdf

QUALITY FUNCTION DEPLOYEMENT.pptx
QUALITY FUNCTION DEPLOYEMENT.pptxQUALITY FUNCTION DEPLOYEMENT.pptx
QUALITY FUNCTION DEPLOYEMENT.pptxAmuthaSaravanan3
 
Quality Function Development
Quality Function DevelopmentQuality Function Development
Quality Function DevelopmentDr. John V. Padua
 
International Journal of Engineering Research and Development (IJERD)
International Journal of Engineering Research and Development (IJERD)International Journal of Engineering Research and Development (IJERD)
International Journal of Engineering Research and Development (IJERD)IJERD Editor
 
International Journal of Engineering Research and Development (IJERD)
International Journal of Engineering Research and Development (IJERD)International Journal of Engineering Research and Development (IJERD)
International Journal of Engineering Research and Development (IJERD)IJERD Editor
 
PPAP Awareness training.pptx
PPAP Awareness training.pptxPPAP Awareness training.pptx
PPAP Awareness training.pptxNeeraj Pandey
 
Product development using quality function deployment
Product development using quality function deployment Product development using quality function deployment
Product development using quality function deployment Trushart Wagh
 
GP_Training_APQP-PPAP_RevAF.pptx
GP_Training_APQP-PPAP_RevAF.pptxGP_Training_APQP-PPAP_RevAF.pptx
GP_Training_APQP-PPAP_RevAF.pptxNonameNoname50
 
Tools and Techniques of Quality Planning
Tools and Techniques of Quality PlanningTools and Techniques of Quality Planning
Tools and Techniques of Quality PlanningNicola Mezzetti
 
ISO 9001 2015 ASQ Workshop by Colin Gray
ISO 9001 2015 ASQ Workshop by Colin GrayISO 9001 2015 ASQ Workshop by Colin Gray
ISO 9001 2015 ASQ Workshop by Colin GrayColin Gray
 
ISO standard 16355 for QFD
ISO standard 16355 for QFDISO standard 16355 for QFD
ISO standard 16355 for QFDQFD Europe
 
APQP and PPAP Complete presentation .pdf
APQP and PPAP Complete presentation .pdfAPQP and PPAP Complete presentation .pdf
APQP and PPAP Complete presentation .pdfnguyenanvuong2007
 
product development process chapter 11
product development process chapter 11product development process chapter 11
product development process chapter 11atufa abrar
 

Similar to QFD.pdf (20)

QUALITY FUNCTION DEPLOYEMENT.pptx
QUALITY FUNCTION DEPLOYEMENT.pptxQUALITY FUNCTION DEPLOYEMENT.pptx
QUALITY FUNCTION DEPLOYEMENT.pptx
 
Quality Function Development
Quality Function DevelopmentQuality Function Development
Quality Function Development
 
Prashant Masali - profile
Prashant Masali - profilePrashant Masali - profile
Prashant Masali - profile
 
International Journal of Engineering Research and Development (IJERD)
International Journal of Engineering Research and Development (IJERD)International Journal of Engineering Research and Development (IJERD)
International Journal of Engineering Research and Development (IJERD)
 
International Journal of Engineering Research and Development (IJERD)
International Journal of Engineering Research and Development (IJERD)International Journal of Engineering Research and Development (IJERD)
International Journal of Engineering Research and Development (IJERD)
 
chap 3-1.PPT
chap 3-1.PPTchap 3-1.PPT
chap 3-1.PPT
 
PPAP Awareness training.pptx
PPAP Awareness training.pptxPPAP Awareness training.pptx
PPAP Awareness training.pptx
 
PMP PMBok 5th ch 5 scope management
PMP PMBok 5th ch 5 scope managementPMP PMBok 5th ch 5 scope management
PMP PMBok 5th ch 5 scope management
 
Pradeep CV
Pradeep CV Pradeep CV
Pradeep CV
 
Six sigma in Wipro
Six sigma in WiproSix sigma in Wipro
Six sigma in Wipro
 
Product development using quality function deployment
Product development using quality function deployment Product development using quality function deployment
Product development using quality function deployment
 
GP_Training_APQP-PPAP_RevAF.pptx
GP_Training_APQP-PPAP_RevAF.pptxGP_Training_APQP-PPAP_RevAF.pptx
GP_Training_APQP-PPAP_RevAF.pptx
 
Tools and Techniques of Quality Planning
Tools and Techniques of Quality PlanningTools and Techniques of Quality Planning
Tools and Techniques of Quality Planning
 
APQP
APQPAPQP
APQP
 
Apqp to print
Apqp to printApqp to print
Apqp to print
 
ISO 9001 2015 ASQ Workshop by Colin Gray
ISO 9001 2015 ASQ Workshop by Colin GrayISO 9001 2015 ASQ Workshop by Colin Gray
ISO 9001 2015 ASQ Workshop by Colin Gray
 
ISO standard 16355 for QFD
ISO standard 16355 for QFDISO standard 16355 for QFD
ISO standard 16355 for QFD
 
APQP and PPAP Complete presentation .pdf
APQP and PPAP Complete presentation .pdfAPQP and PPAP Complete presentation .pdf
APQP and PPAP Complete presentation .pdf
 
Lean_Sigma_Awareness
Lean_Sigma_AwarenessLean_Sigma_Awareness
Lean_Sigma_Awareness
 
product development process chapter 11
product development process chapter 11product development process chapter 11
product development process chapter 11
 

More from Khariharan13

b-150211083832-conversion-gate01.pdf
b-150211083832-conversion-gate01.pdfb-150211083832-conversion-gate01.pdf
b-150211083832-conversion-gate01.pdfKhariharan13
 
edible-coffee-cups-to-replace-plastic-cups.pdf
edible-coffee-cups-to-replace-plastic-cups.pdfedible-coffee-cups-to-replace-plastic-cups.pdf
edible-coffee-cups-to-replace-plastic-cups.pdfKhariharan13
 
PPT - U4-P2 Financing New Venture-1.pdf
PPT - U4-P2 Financing New Venture-1.pdfPPT - U4-P2 Financing New Venture-1.pdf
PPT - U4-P2 Financing New Venture-1.pdfKhariharan13
 
overview - Indian Financial System.ppt
overview - Indian Financial System.pptoverview - Indian Financial System.ppt
overview - Indian Financial System.pptKhariharan13
 
Understanding Of Hr Analytics.pptx
Understanding Of Hr Analytics.pptxUnderstanding Of Hr Analytics.pptx
Understanding Of Hr Analytics.pptxKhariharan13
 
The Advantages Of Goal Setting.pptx
The Advantages Of Goal Setting.pptxThe Advantages Of Goal Setting.pptx
The Advantages Of Goal Setting.pptxKhariharan13
 
guide-how-to-start-a-seafood-business.pdf
guide-how-to-start-a-seafood-business.pdfguide-how-to-start-a-seafood-business.pdf
guide-how-to-start-a-seafood-business.pdfKhariharan13
 
Income distribution in India.pdf
Income distribution in India.pdfIncome distribution in India.pdf
Income distribution in India.pdfKhariharan13
 
ENTREPRENEURSHIP AND INNOVATION.pptx
ENTREPRENEURSHIP AND INNOVATION.pptxENTREPRENEURSHIP AND INNOVATION.pptx
ENTREPRENEURSHIP AND INNOVATION.pptxKhariharan13
 
Supplier Partnership.pdf
Supplier Partnership.pdfSupplier Partnership.pdf
Supplier Partnership.pdfKhariharan13
 
circular flow of income.pptx
circular flow of income.pptxcircular flow of income.pptx
circular flow of income.pptxKhariharan13
 
91418058-New-Ppt-of-Seafood (1).pptx
91418058-New-Ppt-of-Seafood (1).pptx91418058-New-Ppt-of-Seafood (1).pptx
91418058-New-Ppt-of-Seafood (1).pptxKhariharan13
 
Economics final dox HDI.pptx
Economics final dox HDI.pptxEconomics final dox HDI.pptx
Economics final dox HDI.pptxKhariharan13
 

More from Khariharan13 (17)

b-150211083832-conversion-gate01.pdf
b-150211083832-conversion-gate01.pdfb-150211083832-conversion-gate01.pdf
b-150211083832-conversion-gate01.pdf
 
edible-coffee-cups-to-replace-plastic-cups.pdf
edible-coffee-cups-to-replace-plastic-cups.pdfedible-coffee-cups-to-replace-plastic-cups.pdf
edible-coffee-cups-to-replace-plastic-cups.pdf
 
PPT - U4-P2 Financing New Venture-1.pdf
PPT - U4-P2 Financing New Venture-1.pdfPPT - U4-P2 Financing New Venture-1.pdf
PPT - U4-P2 Financing New Venture-1.pdf
 
overview - Indian Financial System.ppt
overview - Indian Financial System.pptoverview - Indian Financial System.ppt
overview - Indian Financial System.ppt
 
Understanding Of Hr Analytics.pptx
Understanding Of Hr Analytics.pptxUnderstanding Of Hr Analytics.pptx
Understanding Of Hr Analytics.pptx
 
The Advantages Of Goal Setting.pptx
The Advantages Of Goal Setting.pptxThe Advantages Of Goal Setting.pptx
The Advantages Of Goal Setting.pptx
 
guide-how-to-start-a-seafood-business.pdf
guide-how-to-start-a-seafood-business.pdfguide-how-to-start-a-seafood-business.pdf
guide-how-to-start-a-seafood-business.pdf
 
Income distribution in India.pdf
Income distribution in India.pdfIncome distribution in India.pdf
Income distribution in India.pdf
 
QMS.pdf
QMS.pdfQMS.pdf
QMS.pdf
 
ENTREPRENEURSHIP AND INNOVATION.pptx
ENTREPRENEURSHIP AND INNOVATION.pptxENTREPRENEURSHIP AND INNOVATION.pptx
ENTREPRENEURSHIP AND INNOVATION.pptx
 
Leadership.pdf
Leadership.pdfLeadership.pdf
Leadership.pdf
 
Supplier Partnership.pdf
Supplier Partnership.pdfSupplier Partnership.pdf
Supplier Partnership.pdf
 
circular flow of income.pptx
circular flow of income.pptxcircular flow of income.pptx
circular flow of income.pptx
 
E-BUSINESS.pptx
E-BUSINESS.pptxE-BUSINESS.pptx
E-BUSINESS.pptx
 
91418058-New-Ppt-of-Seafood (1).pptx
91418058-New-Ppt-of-Seafood (1).pptx91418058-New-Ppt-of-Seafood (1).pptx
91418058-New-Ppt-of-Seafood (1).pptx
 
WTO.pptx
WTO.pptxWTO.pptx
WTO.pptx
 
Economics final dox HDI.pptx
Economics final dox HDI.pptxEconomics final dox HDI.pptx
Economics final dox HDI.pptx
 

Recently uploaded

POINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptx
POINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptxPOINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptx
POINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptxSayali Powar
 
MENTAL STATUS EXAMINATION format.docx
MENTAL     STATUS EXAMINATION format.docxMENTAL     STATUS EXAMINATION format.docx
MENTAL STATUS EXAMINATION format.docxPoojaSen20
 
Call Girls in Dwarka Mor Delhi Contact Us 9654467111
Call Girls in Dwarka Mor Delhi Contact Us 9654467111Call Girls in Dwarka Mor Delhi Contact Us 9654467111
Call Girls in Dwarka Mor Delhi Contact Us 9654467111Sapana Sha
 
Alper Gobel In Media Res Media Component
Alper Gobel In Media Res Media ComponentAlper Gobel In Media Res Media Component
Alper Gobel In Media Res Media ComponentInMediaRes1
 
Micromeritics - Fundamental and Derived Properties of Powders
Micromeritics - Fundamental and Derived Properties of PowdersMicromeritics - Fundamental and Derived Properties of Powders
Micromeritics - Fundamental and Derived Properties of PowdersChitralekhaTherkar
 
Grant Readiness 101 TechSoup and Remy Consulting
Grant Readiness 101 TechSoup and Remy ConsultingGrant Readiness 101 TechSoup and Remy Consulting
Grant Readiness 101 TechSoup and Remy ConsultingTechSoup
 
URLs and Routing in the Odoo 17 Website App
URLs and Routing in the Odoo 17 Website AppURLs and Routing in the Odoo 17 Website App
URLs and Routing in the Odoo 17 Website AppCeline George
 
_Math 4-Q4 Week 5.pptx Steps in Collecting Data
_Math 4-Q4 Week 5.pptx Steps in Collecting Data_Math 4-Q4 Week 5.pptx Steps in Collecting Data
_Math 4-Q4 Week 5.pptx Steps in Collecting DataJhengPantaleon
 
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptxSOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptxiammrhaywood
 
Concept of Vouching. B.Com(Hons) /B.Compdf
Concept of Vouching. B.Com(Hons) /B.CompdfConcept of Vouching. B.Com(Hons) /B.Compdf
Concept of Vouching. B.Com(Hons) /B.CompdfUmakantAnnand
 
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
BASLIQ CURRENT LOOKBOOK  LOOKBOOK(1) (1).pdfBASLIQ CURRENT LOOKBOOK  LOOKBOOK(1) (1).pdf
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdfSoniaTolstoy
 
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdfssuser54595a
 
Software Engineering Methodologies (overview)
Software Engineering Methodologies (overview)Software Engineering Methodologies (overview)
Software Engineering Methodologies (overview)eniolaolutunde
 
Kisan Call Centre - To harness potential of ICT in Agriculture by answer farm...
Kisan Call Centre - To harness potential of ICT in Agriculture by answer farm...Kisan Call Centre - To harness potential of ICT in Agriculture by answer farm...
Kisan Call Centre - To harness potential of ICT in Agriculture by answer farm...Krashi Coaching
 
Contemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptx
Contemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptxContemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptx
Contemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptxRoyAbrique
 
Introduction to AI in Higher Education_draft.pptx
Introduction to AI in Higher Education_draft.pptxIntroduction to AI in Higher Education_draft.pptx
Introduction to AI in Higher Education_draft.pptxpboyjonauth
 
Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...
Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...
Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...EduSkills OECD
 
APM Welcome, APM North West Network Conference, Synergies Across Sectors
APM Welcome, APM North West Network Conference, Synergies Across SectorsAPM Welcome, APM North West Network Conference, Synergies Across Sectors
APM Welcome, APM North West Network Conference, Synergies Across SectorsAssociation for Project Management
 

Recently uploaded (20)

POINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptx
POINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptxPOINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptx
POINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptx
 
MENTAL STATUS EXAMINATION format.docx
MENTAL     STATUS EXAMINATION format.docxMENTAL     STATUS EXAMINATION format.docx
MENTAL STATUS EXAMINATION format.docx
 
Call Girls in Dwarka Mor Delhi Contact Us 9654467111
Call Girls in Dwarka Mor Delhi Contact Us 9654467111Call Girls in Dwarka Mor Delhi Contact Us 9654467111
Call Girls in Dwarka Mor Delhi Contact Us 9654467111
 
TataKelola dan KamSiber Kecerdasan Buatan v022.pdf
TataKelola dan KamSiber Kecerdasan Buatan v022.pdfTataKelola dan KamSiber Kecerdasan Buatan v022.pdf
TataKelola dan KamSiber Kecerdasan Buatan v022.pdf
 
Alper Gobel In Media Res Media Component
Alper Gobel In Media Res Media ComponentAlper Gobel In Media Res Media Component
Alper Gobel In Media Res Media Component
 
Micromeritics - Fundamental and Derived Properties of Powders
Micromeritics - Fundamental and Derived Properties of PowdersMicromeritics - Fundamental and Derived Properties of Powders
Micromeritics - Fundamental and Derived Properties of Powders
 
Grant Readiness 101 TechSoup and Remy Consulting
Grant Readiness 101 TechSoup and Remy ConsultingGrant Readiness 101 TechSoup and Remy Consulting
Grant Readiness 101 TechSoup and Remy Consulting
 
URLs and Routing in the Odoo 17 Website App
URLs and Routing in the Odoo 17 Website AppURLs and Routing in the Odoo 17 Website App
URLs and Routing in the Odoo 17 Website App
 
_Math 4-Q4 Week 5.pptx Steps in Collecting Data
_Math 4-Q4 Week 5.pptx Steps in Collecting Data_Math 4-Q4 Week 5.pptx Steps in Collecting Data
_Math 4-Q4 Week 5.pptx Steps in Collecting Data
 
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptxSOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
 
Concept of Vouching. B.Com(Hons) /B.Compdf
Concept of Vouching. B.Com(Hons) /B.CompdfConcept of Vouching. B.Com(Hons) /B.Compdf
Concept of Vouching. B.Com(Hons) /B.Compdf
 
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
BASLIQ CURRENT LOOKBOOK  LOOKBOOK(1) (1).pdfBASLIQ CURRENT LOOKBOOK  LOOKBOOK(1) (1).pdf
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
 
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
18-04-UA_REPORT_MEDIALITERAСY_INDEX-DM_23-1-final-eng.pdf
 
Software Engineering Methodologies (overview)
Software Engineering Methodologies (overview)Software Engineering Methodologies (overview)
Software Engineering Methodologies (overview)
 
Kisan Call Centre - To harness potential of ICT in Agriculture by answer farm...
Kisan Call Centre - To harness potential of ICT in Agriculture by answer farm...Kisan Call Centre - To harness potential of ICT in Agriculture by answer farm...
Kisan Call Centre - To harness potential of ICT in Agriculture by answer farm...
 
Contemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptx
Contemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptxContemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptx
Contemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptx
 
Introduction to AI in Higher Education_draft.pptx
Introduction to AI in Higher Education_draft.pptxIntroduction to AI in Higher Education_draft.pptx
Introduction to AI in Higher Education_draft.pptx
 
Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...
Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...
Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...
 
APM Welcome, APM North West Network Conference, Synergies Across Sectors
APM Welcome, APM North West Network Conference, Synergies Across SectorsAPM Welcome, APM North West Network Conference, Synergies Across Sectors
APM Welcome, APM North West Network Conference, Synergies Across Sectors
 
Model Call Girl in Bikash Puri Delhi reach out to us at 🔝9953056974🔝
Model Call Girl in Bikash Puri  Delhi reach out to us at 🔝9953056974🔝Model Call Girl in Bikash Puri  Delhi reach out to us at 🔝9953056974🔝
Model Call Girl in Bikash Puri Delhi reach out to us at 🔝9953056974🔝
 

QFD.pdf

  • 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
  • 5.
  • 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 4 5 7 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
  • 13.
  • 14. Step 4—Develop an Interrelationship Matrix Between HOWs
  • 15.
  • 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
  • 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.