House of Quality Example

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House of Quality Example

• An interactive HOQ example
• by Professor Robert Hunt, C/-Macquarie University
  Graduate School of ManagementMacquarie
  UniversityNew South Wales Australia
• HOQ template

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Metrics calculation
Priorities calculation
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Kanos Model

• Reference Integrating Kanos model in the
  planning matrix of quality function deployment
  K.C. Tan, X.X. Shen, Total Quality Management,
  Vol11 No8 (2000) 1141-1151
• The quality of a product/service determined by
  customer satisfaction ? factor this into the
  planning matrix of the QFD process
• Kanos model characterizes three distinct
  attributes through which the customer
  satisfaction is affected

Attractive
Satisfaction
One-dimensional
Must-be
Performance
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Kanos Model

• One-dimensional attributes customer satisfaction
  is proportional to the level of performance. Ex
  mileage/gallon for a new car
• Attractive attributes criteria will greatly,
  positively influence the satisfactory level of
  customers. Ex add-on features of a car, GPS
  system, etc..
• Must be attributes criteria must have for a
  product. These are usually taken for granted and
  the fulfillment of these will not lead to more
  satisfaction. Ex safety of a product, seat
  belt/airbag
• It can be integrated into the QFD by modifying
  the Improvement ratio (IR) using the following
  formula
• (IR)adjusted(IR)k, where k is a parameter
  determined by the designer
• k1/2 for Must be, 1 for One-D, 2 for
  Attractive
• IR is calculated directly as the ratio between
  the planned rating (PR) and our product (OP)
• Ex item 5 IR5/22.5, this is a must-be for the
  customer, use k1/2 ? (2.5)1/21.58, close to the
  IF1.6 used. item 1 IR4/31.3, it is deemed an
  attractive attribute, use k2 ? (1.3)21.8 higher
  than IF1.2 using the original formula

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Application of QFD process sequentially to
structure product, part, process, and production
Process Planning
Part Design
Product Planning
Production Planning
Targets
Customer requirements