Quality Function Deployment

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Quality Function Deployment

• House of Quality
• HoQ

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Pings Pencil FactoryISO 90012008

• Welcome to the Customer Focus where
• We listen to you to make it write!

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Focus Group

• School Children- Group 2
• Marketing- Group 1
• Engineering- Group 3

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Tools

• Brainstorming- Data collection
• Questioning- Data Collection
• Ranking- Measurement
• Affinity Diagram- Analysis
• Matrix- Analysis
• Key quality characteristics

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School Children

• Brainstorm
• Post it notes
• Pencils
• Accessories

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Marketing

• Develop questions
• Challenge answers
• Question why
• Clarify

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Engineering

• Specifications
• Measurable
• Meaningful
• Practical Characteristics

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Team Activities

• Children-generate requirements
• Marketing- generate questions
• Engineering- generate quality characteristics

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Structure Customer Needs

• Organize needs
• Prioritize needs
• Assign weights-based on VoC
• Tools-Affinity Diagram
• Ranking
• Marketing

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Affinity Diagram
Safety Reliability Appearance Costs
Doesnt Splinter
Non-toxic


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Important

• Customers often tell us what we should do- not
  What they need.
• Categorize their words- needs are found in
  underlying suggestions
• Revealed-Expected-Exciting
• (Marketing)

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Transition

• At the conclusion of this session you will be
  able to
• Define the terms QFD, VOC, HoQ
• Describe the key components of HoQ
• Name 3 tools used to build HoQ

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Background

• Yoji Akao
• House of Quality - HoQ

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Define QFD

• Planning and decision making
• How does it relate to
• Customers
• Leadership
• Employee empowerment quality culture
• Suppliers
• Continuous Improvement

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HoQ

• Voice of the customer
• Whats- entered on left hand room
• Importance ratings
• Scale 1-5
• Tools- interview, observation, survey

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Competitive Analysis

• Quantify customer priorities
• Perception of existing products
• Compare ours to theirs
• Right side- Planning Room
• Tool -Survey

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HoQ

• Voice of the engineer
• Hows- to respond to customer needs
• Attic- vertical
• QC- quality characteristics
• Measureable, meaningful, practical
  characteristics
• Tool- Brainstorming and Affinity Diagram

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Correlate Requirements

• Interrelationships
• Conflicts or Supports
• Intersection of Hows and Whats
• To what degree does How fulfill What?
• Strong9
• Moderate3
• Weak1
• Tool Correlation Matrix (Engineering)
• Relationship Room

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Benefits of QFD

• Time Efficient
• Customer Focus
• Team Approach
• Living Document

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Customer Information

• Feedback
• Input

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Facts

• 1 ½ Billion US each year
• John Steinbeck 60 per day
• East of Eden- gt300
• 1812- William Munroe (cabinetmaker)
• Thoreau- mixture of graphite clay (hardness)
• 1872- 1st Eraser tip pencil

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HoQ Review

• Using cut outs- build house
• Label each piece with descriptor
• Number each piece by sequence

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House of Quality
Figure 3.7
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Prepared and Presented

• Carol Smalley 50
• Sandra Darby 50
• Thanks for your attention and
• PARTICIPATION 100

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References

• Begovich, B. (1996). Quality function deployment.
  Todays Management Methods., 169-183.
• Ermer, D. S., (1995). Using QFD becomes an
  educational experience for students and faculty.
• Quality Progress, 131-136.
• Goetsch, D.L., Davis, S.B. (2010). Quality
  management for organizational excellence
  Introduction to total
• quality. Upper Saddle River, NJ Pearson
  Education, Inc.
• Jiang, J.C., Shiu, M.L., Tu, M.H., (2007).
  QFDs evolution in Japan and the West. Quality
  Progress, 30-37.
• Paryani, K., Masoudi, A., Cudney, E., (2010).
  QFD application in the hospitality industry a
  hotel case study.
• Quality Management Journal, 17, 7-28.
• Additional information http//www.qfdonline.com/q
  fd-tutorials/