Quality Management for Organizational Excellence Lecture/Presentation NotesSeventeen: Quality Function DeploymentSeventeen: Quality Function Deployment (Continued)Slide 4Slide 5Slide 6Slide 7Slide 8Quality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.1Quality Managementfor Organizational ExcellenceLecture/Presentation NotesBy:Dr. David L. Goetsch and Stanley DavisBased on the book Quality Management for Organizational Excellence (Sixth Edition)Quality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.2Seventeen:Quality Function DeploymentMAJOR TOPICSWhat is QFD?Benefits of QFDCustomer Information: Feedback and InputQFD ToolsImplementing QFDQuality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.3Seventeen:Quality Function Deployment(Continued)QFD is an approach to continual improvement that brings customers into the design of processes. It translates what the customer wants into what the organization produces. QFD was originally developed in Japan’s Kobe Shipyard in the 1960s. A QFD matrix takes the shape of a house.Quality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.4Seventeen:Quality Function Deployment(Continued)QFD yields the following benefits to organizations that are interested in continual improvement: Customer focusTime efficiencyTeamwork orientationDocumentation orientationQuality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.5Seventeen:Quality Function Deployment(Continued)Customer information falls into two broad categories: input and feedback. Feedback is given after the fact; input is given before the fact (early in the product development cycle). Both types of information can be further classified according to the following categories: SolicitedUnsolicitedQuantitativeQualitativeStructuredRandom.Quality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.6Seventeen:Quality Function Deployment(Continued)In addition to the traditional quality tools, QFD also makes use of several specialized tools including the:Affinity diagramInterrelationship digraphTree diagramMatrix diagram.Quality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.7Seventeen:Quality Function Deployment(Continued)●Affinity diagrams are used to promote creative thinking. The interrelationship digraph is used to bring logic to the process of identifying relationships among ideas. The tree diagram identifies all tasks that must be accomplished to solve a problem. Matrix diagrams are used to identify connections among responsibilities, tasks, functions, and so on.Quality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.8Seventeen:Quality Function Deployment(Continued)The steps for implementing QFD are as follows:Form the project team.Establish monitoring procedures.Select a project.Conduct a kickoff meeting.Train the team.Develop the
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