Quality Function Deployment

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Quality Function Deployment (QFD)
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Presentation transcript:

Quality Function Deployment Identify customer wants Identify how the good/service will satisfy customer wants Relate customer wants to product hows Identify relationships between the firm’s hows Develop importance ratings Evaluate competing products Compare performance to desirable technical attributes

Competitive assessment QFD House of Quality How to satisfy customer wants Interrelationships What the customer wants Customer importance ratings Competitive assessment Relationship matrix Weighted rating Technical evaluation Target values 1

House of Quality Example Your team has been charged with designing a new camera for Great Cameras, Inc. The first action is to construct a House of Quality

House of Quality Example What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors What the customer wants Customer importance rating (5 = highest) Lightweight 3 Easy to use 4 Reliable 5 Easy to hold steady 2 Color correction 1

House of Quality Example What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors Low electricity requirements Aluminum components Ergonomic design Auto exposure Auto focus Paint pallet How to Satisfy Customer Wants

House of Quality Example What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors High relationship Medium relationship Low relationship Lightweight 3 Easy to use 4 Reliable 5 Easy to hold steady 2 Color corrections 1 Relationship matrix

House of Quality Example Low electricity requirements Aluminum components Ergonomic design Auto exposure Auto focus Paint pallet What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors Relationships between the things we can do

House of Quality Example What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors Lightweight 3 Easy to use 4 Reliable 5 Easy to hold steady 2 Color corrections 1 Our importance ratings 22 9 27 27 32 25 Weighted rating

House of Quality Example What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors Company A Company B G P F G P P Lightweight 3 Easy to use 4 Reliable 5 Easy to hold steady 2 Color corrections 1 Our importance ratings 22 5 How well do competing products meet customer wants

House of Quality Example What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors Target values (Technical attributes) Technical evaluation Company A 0.7 60% yes 1 ok G Company B 0.6 50% yes 2 ok F Us 0.5 75% yes 2 ok G Failure 1 per 10,000 Panel ranking 2 circuits 2’ to ∞ 0.5 A 75%

House of Quality Example Lightweight 3 Easy to use 4 Reliable 5 Easy to hold steady 2 Color correction 1 Our importance ratings Low electricity requirements Aluminum components Ergonomic design Auto exposure Auto focus Paint pallet Company A Company B G P F G P P Target values (Technical attributes) Technical evaluation Company A 0.7 60% yes 1 ok G Company B 0.6 50% yes 2 ok F Us 0.5 75% yes 2 ok G Failure 1 per 10,000 Panel ranking 2 circuits 2’ to ∞ 0.5 A 75% 22 9 27 27 32 25 House of Quality Example Completed House of Quality

House of Quality Sequence Deploying resources through the organization in response to customer requirements Production process Quality plan House 4 Specific components Production process House 3 Design characteristics Specific components House 2 Customer requirements Design characteristics House 1 Figure 5.4

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