Quality Function DeploymentIntroductionThe QFD TeamThe QFD Team cont.Benefits of QFDSlide 6The Customer VoiceOrganization of InformationOrganization of Information cont.House of QualityBuilding House of QualitySlide 12Slide 13Slide 14Slide 15Building a House of QualityBuilding a House of QualitySlide 18Slide 19PowerPoint PresentationQFD ProcessAccomplishing QFD ProcessRefinement of QFD ChartComplete QFD ProcessOther House of Quality Planning ChartsExamplesConclusionAdvantages & BenefitsEveryone BenefitsQuestionsSlide 31Quality Function DeploymentChatchada AkarasriwornTammy DavisKelsey PolandJing ShaoIntroductionQuality function deployment (QFD) is a planning tool used to fulfill customer expectations. It is a disciplined approach to product design, engineering, and production and provides in-depth evaluation of a product. QFD focuses on customer expectations or requirements, often referred to as the voice of the customer.It is employed to translate customer expectations, in terms of engineering or technical characteristics, that can deployed through:Product planningPart developmentProcess planningProduction planningService industriesThe QFD TeamWhen an organization decides to implement QFD, the project manager and team members need to be able to commit a significant amount of time to it, especially in the early stages.There are two types of teams:Designing a new product Improving an existing productTime and inter-team communication are two very important things that each team must use to their fullest potential.The QFD Team cont.Team meetings are very important in the QFD process.The team leader needs to ensure that the meetings are run in the most efficient manner and that the members are kept informed.Duration of the meeting will rely on where the team’s members are coming from and what needs to be accomplished.Benefits of QFD•Improves Customer SatisfactionCreates focus on customer requirementsUses competitive information effectivelyPrioritizes resourcesIdentifies items that can be acted uponStructures resident experience/informationReduces Implementation TimeDecreases midstream design changesLimits post introduction problemsAvoids future application opportunitiesSurfaces missing assumptionsBenefits of QFD•Promotes TeamworkBased on consensusCreates communication at interfacesIdentifies actions at interfacesCreates global view out of detailsProvides DocumentationDocuments rationale for designIs easy to assimilateAdds structure to the informationAdapts to changes (a living document)Provides framework for sensitivity analysisThe Customer VoiceOrganization of InformationNow that the customer expectations and needs have been identified and researched, the QFD team needs to process the information.Methods include:Affinity diagramsInterrelationship diagramsTree diagramsCause-and-effect diagramsOrganization of Information cont.An Affinity Diagram should be used when:Thoughts are too widely dispersed or numerous to organize.New solutions are needed to circumvent the more traditional ways of problems solving.Support for a solution is essential for successful implementation.Constructing an affinity diagram requires four simple steps:1. Phrase the objective.2. Record all responses3. Group the responses4. Organize groups in an affinity diagramHouse of QualityLeft wall – Voice of customer, what customer expectsRight wall – Prioritized customer requirementCeiling - Technical descriptorsInterior walls – Relationship between requirements and descriptorsRoof - Interrelationship between descriptorsFoundation – Prioritized technical descriptorsBuilding House of QualityBuilding House of QualityStep 1 List customer requirements (WHATs)Customers’ needs or expectationsPrimarySecondaryBuilding House of QualityStep 2 List technical descriptors (HOWs)Counterpart characteristicsPrimarySecondaryTertiaryBuilding House of QualityStep 3 Develop a relationship matrix between WHATs and HowsStructuring an L-Shaped DiagramEasy Not require experienceBuilding House of QualityStep 3 Contd.Relationship matrixDegree of influence between each technical descriptor and each customer requirement● Strong relationship=9○ Medium relationship=3∆ Weak relationship=1Blank No relationshipDevelop an Interrelationship Matrix Between HOWsSteelAluminumTitaniumWeldingDie CastingSand castingForgingPowder metallurgyStrong positive+9+3 Positive -3 X Negative-9 Strong NegativeStep 4Used to:identify any interrelationship between each of the technical descriptors (support or conflict?)Material SelectionManufacturing ProcessTechnical descriptors (HOWs)Building a House of QualityBuilding a House of Quality Competitive AssessmentsStep 5Customer assessment 1. Corresponding to each customer requirement2. Rating from 1 (worst) to 5 (best)3. Used to a) determine if the customer’s requirements have been met. b) identify areas to concentrate on in the next design c) Where an organization stands relative to its major competitorsTechnical assessment1. Corresponding to each technical descriptor2. Rating from 1 (worst) to 5 (best)3. Used to uncover gaps in engineering judgment.Building a House of QualityDevelop Prioritized Customer Requirements Step 61. Importance to the customer: rating from 1 (least important) to 10 (very important) 2. Target value: rating from 1 (worst) to 5 (best) 3. Scale-up factor: ratio of the target value to the product rating given in the customer competitive assessment4. Sales point: 1.0 (lowest) - 2.0 (highest) 5. Absolute weight = 1 X 3X 4A percent and rank for each customer requirement can be determined.Building a House of QualityDevelop Prioritized Technical DescriptorsStep 71. Degree of difficulty: rating from 1 (least difficult) to 10 ( very difficult).2. Target value: rating from 1 (worst) to 5 (best), same way as determining target value of customer requirement.3. Absolute weight : aj= ∑Rijci4. Relative weight: bj= ∑Rijdihttp://www.qfdi.orgImportance to the customerAbsolute weightCustomer competitive assessment5322QFD ProcessQFD Matrix (House of Quality)Basis for all future matricesMust refine technical descriptors furtherMore than one matrix often neededAccomplishing QFD ProcessHOWs of previous chart become WHATs of new chartTechnical descriptors = HOWs; WHATs = customer requirementsContinue
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