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 Dr. Joan Burtner IDM 404 ISE 428 ETM 591 Spring 2014

Voice of the Customer (Sources) Focus Groups Surveys Complaints Consultants Standards Federal regulations Dr. Joan Burtner IDM 404 ISE 428 ETM 591 Spring 2014

Benefits of QFD 1 Customer driven Reduces implementation time 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 Dr. Joan Burtner IDM 404 ISE 428 ETM 591 Spring 2014

Benefits of QFD 2 Promotes teamwork Provides documentation 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 Dr. Joan Burtner IDM 404 ISE 428 ETM 591 Spring 2014

(D) Technical Descriptors “Voice of the Company” (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 Dr. Joan Burtner IDM 404 ISE 428 ETM 591 Spring 2014

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” Dr. Joan Burtner IDM 404 ISE 428 ETM 591 Spring 2014