Section 4-Part 2 Self Study

QFD

Quality Function Deployment A Quality Function Deployment (QFD) diagram is a matrix used to depict customer requirements. A QFD is used to capture the voice of the customer and translate it into technical information that an organization can use in order to create or improve a product. Developed in Japan in the 1970s Dr. Akao

QFD- Conceptual Schema

Quality Function Deployment

QFD It is often called a House of Quality because: Customer information is shown horizontally Technical information is shown vertically

QFD QFD’s are planning and communication tools: Used for new product development Used to conform to customer demands Used any time you have customers and you need to identify their expectations and turn that information into workable technical specifications.

QFD QFDs are planning and communication tools: Used to help set strategic targets Used to help determine priority issues Used for analysis Used to estimate what the competition is doing Used to integrate complex information

QFD QFDs encourage: Team building Consensus Creativity; Development of new ideas Structure Organization Remove suggestiveness from the product development process

QFD Building a QFD Determine the Voice of the Customer Have the customer rank the relative importance of his/her wants Have the customer evaluate your company against competitors Determine how the wants will be met Determine the direction of improvement for the technical requirements Determine the operational goals for the technical requirements Determine the relationship between each of the customer wants and the technical requirements Determine the correlation between the technical requirements. Compare the technical performance with that of competitors Determine the column weights Add regulatory and/or internal requirements Analyze the QFD matrix

QFD Step 1: Determine the Voice of the Customer What does the customer want? Organize the Voice of the Customer Using one ‘voice’ per post-it note, write down all information Sort/organize the information (including verbatims) that you have gathered Arrange the voices into groups Place on diagram

QFD Step 2: Have the customer rank the relative importance of his/her wants Rank them all (Ten is highest rank. One is lowest.) Step 3: Have the customer evaluate your company against competitors Chose two competitors Have customer rank first, second, third The organization with the most firsts is ranked first

QFD Step 4: Determine how the wants will be met How will the company provide for the wants? Translate the Voice of the Customer Turn verbatims into technical requirements Customer Verbatim -> Technical Requirement Cup stays cool -> Temperature at hand Won’t spill or tip: -> Tip force at top, fluid loss vertical/horizontal impact Doesn’t leak -> Porosity

QFD Step 5: Determine the direction of improvement for the technical requirements A downward arrow means that improvement would happen if we reduced the technical requirements value An upward arrow means that improvement would happen if we increased the technical requirements value A circle means it should not be changed. Step 6: Determine the operational goals for the technical requirements

QFD Step 7: Determine the relationship between each of the customer wants and the technical requirements How does action (change) on a technical requirement affect customer satisfaction with the recorded want? Strong positive correlation: Filled-in circle valued at 9 Positive correlation: open circle valued at 3 A weak correlation: triangle valued at 1 No correlation: empty box Negative correlation: minus sign or x

QFD Step 7: Determine the relationship between each of the customer wants and the technical requirements

QFD Step 8: Determine the correlation between the technical requirements. Strong positive correlation: Open circle Negative correlation: minus sign or x No correlation: empty box Step 9: Compare the technical performance with that of competitors

QFD Step 10: Determine the column weights Multiply rankings by correlation values Step 11: Add regulatory and/or internal requirements

QFD Step 12: Analyze the QFD matrix What did the customer want? How is this supported by customer rankings and competitive comparisons? How well is the competition doing? How does our company compare? Where will our emphasis need to be?

FMEA

Failure Modes and Effects Analysis Failure Modes and Effects (FMEA) Critically examine the system Divide the system into its various components Examine each individual component Record the ways the component may fail Rate potential degree of hazard Examine all potential failures for each individual component and decide what effect the failures may have Weakness: Human Error Component Missing See additional notes

Failure Modes and Effects Analysis Design FMEA’s used to verify that a product has been properly designed to meet all of the customer’s requirements and that it can be manufactured at a target rate, cost, and yield. Process FMEA’s used to assess the adequacy of a process in producing a product.

Failure Modes and Effects Analysis What are Design FMEA’s used for? To capture the relationship between: customer requirements and how a product can fail to meet these requirements and the effects of the failures and the problems with the design that cause the failures. As a method to ensure that the design will be changed and tested so that the failures do not occur.

Failure Modes and Effects Analysis What are Process FMEA’s used for? To identify the process and product controls that must be implemented to ensure that the product can be produced within specification.

Failure Modes and Effects Analysis What are Process FMEA’s used for? To capture the relationship between each process step and the unacceptable process outputs that can be created at each step and the effects of the unacceptable process outputs and the causes of the unacceptable outputs and how the unacceptable outputs will be either prevented or detected in the event that they occur.