Quality Function Deployment

1
Quality Function Deployment
A systematic method of translating the Voice of
the Customer into a finished product or service

• Presented By Dr. Joan A. Burtner
• Industrial and Systems Engineering
• Mercer University School of Engineering
• Macon, GA

2
Voice of the Customer (Sources)

• Focus Groups
• Surveys
• Complaints
• Consultants
• Standards
• Federal regulations

3
Benefits of QFD 1

• Customer driven
• Emphasizes focus on customer
• Uses competitive information
• Prioritizes resources
• Identifies items that can be acted upon
• Reduces implementation time
• Decreases midstream design changes
• Limits post introduction problems
• Surfaces missing assumptions

4
Benefits of QFD 2

• Promotes teamwork
• Based on consensus
• Creates communication
• Creates global view of details
• Provides documentation
• Documents rationale for design
• Adds structure to information
• A living document that can adapt to changes
• Provides framework for sensitivity analysis

5
(G) Correlations Interrelationships
(D) Technical Descriptors Voice of the Company
(E) Relationships and Associated Strengths of
the Relationships
(A) Customer Wants and Needs Voice of the
Customer
(C) Customer Perceptions relative to your
competitors
(B) Customer Importance Weights
(F) Importance Rating
(H) Targets - Ranking by Technical Importance
6
Figures and Handouts

• Paperwork process House of Quality diagram from
  The Certified Quality Engineer Handbook
• Car door House of Quality completed example from
  The Certified Quality Engineer Handbook
• Car door House of Quality completed example from
  The Certified Manager of Quality/Organizational
  Excellence Handbook