Total Quality Deployment example of teaching and banking. How to measure the VOA (Voice of Customer).

1. Amir Larak / Yasir Afzal Rajput
Quality Function
Deployment
Course – Total Quality Management
Presented on 24th
April 2016
Course Instructor
Sir Zia Ul Haq
Prepared by:
Amir Larak (1552-215-004)
Yasir Afzal Rajput (1552-215-007)
MBA – Project Management

2. Amir Larak / Yasir Afzal Rajput

3. Presentation Outline
• Introduction
• Benefits Of QFD
• Voice Of The Customer
• Building A House Of Quality (Steps)
• House Of Quality
– Example # 1 (Preston Univesity)
– Example # 2 (Projects Division – Samba)
• QFD Process
• Other Name for QFD
• Reactive and Proactive Approaches to
Project Management

4. Introduction - QFD
• Developed in 1970’s by Yoji Akao
• Tool to acquire and analyze the voice of the
customer and then transform it into service
or product requirements throughout the
product /service - design, build, test,
commercialize and retirement process
• Can be used by any Manufacturing Or Service
Industry

5. Benefits Of QFD
• Customer Driven
– Focus On Customer Requirements
– Prioritizes Resources
– Identifies Items That Can Be Acted On
• Reduces Implementation Time
– Decreases Midstream Design Change
– Limits Post Introduction Problems
– Identifies Future Application Opportunities
• Promotes Teamwork
– Open Communication
– Identifies Action on Interfaces
• Provides Documentation
– Easy to Understand
– Provides Framework For Sensitive Analysis

6. Voice Of The Customer
• Driving Force Behind QFD
– Customer Dictates Attributes Of Product
• Customer Satisfaction
– Meeting Or Exceeding Customer Expectations
Collecting Customer
Information
• What Does Customer 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?

7. Building A House Of Quality
A. List What Customer Wants(What’s)
B. List How to Meet Customer Wants(How’s)
C. Prioritize Customer Wants (Importance)
D. Develop Relationship (What’s & How’s)
E. Develop Interrelationship (How’s)
F. Prioritize Customer Requirements
G. Industry Competitive Assessments
H. Prioritize Technical Descriptors
I. Target
J. Evaluations

8. House
Of Quality
How to meet Customer Wants
(Voice of the organization)
Prioritized Technical
Descriptors
Correlation
between
Different How’s
WHAT
CUSTOMER
WANTS
VOICEOF
CUSTOMER
Prioritized
Customer
Requirements
Relationship between
HOW and WHAT
Industry
Competitor
Comparison
Target
Evaluation
IMPORTANCE
A
B
C D
E
F G
H
I
J

9. Example # 1
• Customers – We the students
– Wants – To Study TQM
• Company – Preston
– How – Provides Educational Services
• Competitors – Other Business Schoolsv

10. House Of Quality – Example 1

11. Example # 2
• Customers
– Those who use Branch Banking Services or Deliver
these services to the customers
• Company – Samba Bank Limited
(Projects Dept)
– To deliver office / branch premises which meets
the Customer (Internal / External) Needs

12. Samba Bank Limited – Branch Project (HoQ)

13. QFD Summary
• Orderly Way Of Obtaining Information & Presenting It
• Considerably Reduced Start-Up Costs
• Fewer Engineering Changes
• Reduced Chance Of Oversights During Design Process
• Environment Of Teamwork
• Consensus Decisions
• Preserves Everything In Writing

14. Amir Larak / Yasir Afzal Rajput
Another Name for QFD
Quality Function Deployment
Features/ Mechanization Development
Attributes Evolution
OR
Customer Inspired Product Development

15. Amir Larak / Yasir Afzal Rajput
Normal Project
Reactive Development Process
TIME
R
E
S
O
U
R
C
E
PROJECT
LAUNCH
PROJECT
START
1. PANIC
2. REDESIGN
3. PROBLEM SOLVING
4. FIREFIGHTING
5. BLAME
6. POOR
COMMUNICATIONS
Proactive
Deployment
1. Better Planning
2. Improved
Communication
3. Teamwork
4. Improved
Documentation

16. Amir Larak / Yasir Afzal Rajput
Thank You
Hope you understood the QFD
Any Questions