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Quality function deployment (qfd)
- 2. INTRODUCTION • Quality -Meeting Customer Requirements • Function - What Must Be Done ? • Deployment - Who Will Do It? , When ?
- 3. DEFINITION QFD may bedefined as “A system for translating customer requirements into appropriate company requirements at each stage from research and product development to engineering and manufacturing to marketing/sales and distribution”. “Customer Driven Product / Process Development”
- 4. TIMELINE OF QFD •1966-Developmentof QFD by DR. YOJI AKAO. •1972-First application of QFD by Mitsubishi, Heavy Industries Ltd, Japan. •1976-QFD implementation in production of mini vans by Toyota, Japan.
- 5. CUSTOMER REQUIREMENTS • Inorder to understand the area of customer requirements we must understand three distinct factors: •The Customer Chain • Obtaining Customer Requirements • Organising of Customer Requirements
- 6. THE CUSTOMER CHAIN •Asupply chain is a system of organizations, people, activities, information, and resources involved in moving a product or service from supplier to customer. Customer chain is the sequence of customers. • Example, Manufacturer’s Product -Breakfast Cereal Customers-Supermarket - Parent who buys - Child who eats
- 7. OBTAINING CUSTOMER REQUIREMENTS •Thevarious sources of obtaining the customer requirements are: •Customer Survey. •Focus Groups. •Direct discussions or Interviews. •Market Survey.
- 8. ORGANISING CUSTOMER REQUIREMENTS •Thecustomer research techniques may not highlight all the customer needs but the common needs of the customers. • To simplify the sampling the raw customer data is organised into groups of associated data. •The process of organising the data allows the QFD team to reach a common understanding of customer needs.
- 9. CUSTOMER SATISFACTION MODEL Excitement Needs Performance Needs Basic Needs Satisfied Customer Dissatisfied Customer Don’tHave Don’t Do Included Do Well Excitement Needs Performance Needs Basic Needs Satisfied Customer Dissatisfied Customer Don’t Have Don’t Do Included Do Well
- 10. ORGANISING CUSTOMER REQUIREMENTS •In organising the customer requirements there are three categories into which they can be put. These are: • Primary: Category of the product. • Secondary: General specifications. •Tertiary : Detailed specifications. Eg: Mobile Phone
- 11. Technical Descriptors (Voice ofthe organization) Prioritized Technical Descriptors Interrelationship between Technical Descriptors Customer Requirements (Voiceofthe Customer) Prioritized Customer Requirements Relationship between Requirements and Descriptors HOUSE OF QUALITY It is the primary planning tool used in QFD . It converts voice of customer into product design It is also called as Quality tables.
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- 13. Proactive Company Reactive Company Time- 14 Months 90% Complete Production Start FEWER AND EARLIER CHANGES
- 14. LESS TIME INDEVELOPMENT PRODUCT DEVELOPMENT CYCLE TIME REDUCTION 1/3 TO 1/2
- 15. FEWER START-UP PROBLEMS -5-4 -3 -2 -1 0 1 2 3 4 5 6 Before QFD After QFD Production Start Months TOYOTA PRODUCTION START UP PROBLEMS
- 16. LOWER START-UP COSTSTOYOTA PRODUCTION START-UP COSTS JAN 1977 INDEX = 100 OCT 1997 INDEX = 80 NOV 1982 INDEX =62 APRIL 1984 INDEX = 39 LOSSPREPARATION (TRAINING) ProductionStart
- 17. TOYOTA EUROPEAN RUST WARRANTY FEWERFIELD PROBLEMS Before QFD After QFD 4 x Profit
- 18. SATISFIED CUSTOMERS Focus on CustomerSatisfaction
- 19. TANGIBLE BENEFITS • Eliminationof late engineering changes. • Early identification of high risk areas. • Up-front determination of product process requirements. • Significant reduction in development time upto 50%. • Efficient allocation of resources. • Significant reduction in operation costs.
- 20. INTANGIBLE BENEFITS • Improvescustomer satisfaction. • Facilitates multidisciplinary teamwork. • Establishes and maintains documentation. • Strengthens relationship between company and the customers. • Provides basis for improving planning.