Quality Function Deployment

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Quality Function Deployment

• MBA 8760 Frances Sciarrone
• Michelle Torian
• Sonia Kim

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History of Quality Function Deployment (QFD)

• A systematic process for motivating a business to
  meet customers through design requirements
  developed in the late 1960s by two Japanese
  professors - Drs Yoji Akao and Shigeru Mizuno
• A quality system that has been applied in
  virtually every industry and business, from
  aerospace, manufacturing, software,
  communication, IT, chemical and pharmaceutical,
  transportation, defense, government, RD, food to
  service industry
• A customer-focused approach that includes
  psychological and lifestyle needs, not just
  functional

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Purpose of QFD

• Seeks out spoken and unspoken customer needs from
  Voice of the Customer verbatim
• Uncovers positive quality that wows the
  customer
• Translates these qualities into designs
  characteristics and deliverable actions
• Builds and delivers a quality product or service
  by focusing various business functions toward
  achieving a common goal customer satisfaction
• Provides an opportunity for competitive advantage

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Purpose of the QFD Tool House of Quality

• House of Quality - graphic tool for defining the
  relationship between customer desires and the
  firm/product capabilities.
• Part of the Quality Function Deployment (QFD)
• Planning matrix relates what the customer wants
  to how a firm is going to meet those wants

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House of Quality
Customer requirement priorities
Interrelationships
Technical requirements
Voice of the customer
Relationship matrix
Technical requirement priorities
Competitive evaluation
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House of Quality Diagram Comparison
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HOQ Template Example 1
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HOQ Template Example 2
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HOQ Template Example 3
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HOQ Template Example 4
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Best in Class Template
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Populated Template
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Two Myths About HOQs

• The House of Quality is the QFD.
• The House of Quality is the starting point for
  QFD studies and is always applicable.
• Think of the House of Quality (HOQ) like a
  highway interchange between the Voice of the
  Customer (VOC) and the Voice of the Engineer
  (VOE). Unless you build a VOC highway before the
  interchange and a VOE highway after the
  interchange, just building the interchange alone
  makes no sense. Building the interchange where it
  is unnecessary could cause a havoc to the entire
  highway system, not mentioning it is a tremendous
  waste of resources."
• -- Glenn Mazur,
• Executive Director, QFD Institute

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References

• http//www.isixsigma.com
• http//www.qfdcapture.com/default.asp
  http//www.qfdi.org
• http//www.qfdonline.com
• http//www.sigmaxl.com
• The Management and Control of Quality, 6th
  edition, James R. Evans and William M. Lindsay