02 February 2007MATS324/iso9000-qfd.ppt ISO 9000 series QFD: Quality Function Deployment MST326 lecture 4

02 February 2007MATS324/iso9000-qfd.ppt Drivers for Quality Management fundamental foundation for effective business practice is good customer-supplier relationships After WWII, increasing requirement for inspection of products and documentation of procedures o defence (US MIL-Q-9858a and NATO AQAP) o space (NASA QSR) o nuclear and power generation

02 February 2007MATS324/iso9000-qfd.ppt At first, each customer would audit suppliers practices and procedures need for a widely accepted single route to company-wide certification identified national standards for specific products define minimum specifications Drivers for Quality Management

02 February 2007MATS324/iso9000-qfd.ppt BS 5750 (1979) United Kingdom in 1979: BS Quality Management and Systems developed to permit a company to document its commitment to quality and the standard of its quality systems.

02 February 2007MATS324/iso9000-qfd.ppt ISO 9000:1987 series International Organisation for Standards (ISO) adopted a series of quality standards, ISO 9000:1987 based on BS5750 strongly influenced by the US Department of Defence Military Standards (MILspecs). initial version was focused on quality control using retroactive checking and corrective actions.

02 February 2007MATS324/iso9000-qfd.ppt ISO 9000:1994 series ISO 9000 was revised in 1994 greater emphasis on quality assurance via preventive actions. required evidence of compliance with documented procedures tended to create a significant volume of associated procedure ("do it as you document it") manuals and bureaucracy.

02 February 2007MATS324/iso9000-qfd.ppt QS-9000 Ford, Chrysler, General Motors and other automotive/truck manufacturers identified deficiencies in ISO9000:1994 undertook a re-interpretation and extension to develop QS-9000 additionally addressed continuous improvement, manufacturing capability and production part approval processes.

02 February 2007MATS324/iso9000-qfd.ppt ISO9000:2000 series moved towards process performance metrics reduced the need for documented procedures where clear evidence exists that the process is working well.

02 February 2007MATS324/iso9000-qfd.ppt ISO9000:2000 series standards provide criteria for companies to "certify" their quality management o recertification is required every three years achieve "registration" by third-party auditor. the system o verifies practice and processes o provides objective 3rd party validation o enables benchmarking.

02 February 2007MATS324/iso9000-qfd.ppt ISO9000:2000 eight quality management principles o Customer focus o Leadership o Involvement of people o Process approach o System approach to management o Continual improvement o Factual approach to decision making o Mutually beneficial supplier relationships o The next step

02 February 2007MATS324/iso9000-qfd.ppt ISO9000:2000 series Four primary Quality Management Standards (QMS): o ISO 9000: QMS - Fundamentals and Vocabulary (recommended reading) o ISO 9001: QMS - Requirements (required standard) o ISO 9004: QMS - Guidance for Performance Improvement (recommended reading) o ISO19011: Guidelines on Quality and Environmental Auditing

02 February 2007MATS324/iso9000-qfd.ppt ISO9000:2000 structure Four major sections o Management Responsibility o Resource Management o Product Realisation o Measurement, Analysis and Improvement Divided into 21 elements

02 February 2007MATS324/iso9000-qfd.ppt ISO9000 structure I Management Responsibility 1.management commitment 2.customer focus 3.quality policy 4.planning 5.administration 6.management review

02 February 2007MATS324/iso9000-qfd.ppt ISO9000 structure II Resource Management 7.provision of resources 8.human resources 9.facilities 10.work environment

02 February 2007MATS324/iso9000-qfd.ppt ISO9000 structure III Product Realisation 11.planning of realisation processes 12.customer-related processes 13.design and/or development 14.purchasing 15.production and service operations 16.control of measuring and monitoring devices

02 February 2007MATS324/iso9000-qfd.ppt ISO9000 structure IV Measurement, Analysis and Improvement 17.planning 18.measurement and monitoring 19.control of nonconformity 20.analysis of data 21.improvement

02 February 2007MATS324/iso9000-qfd.ppt QMS costs costs of certification may be considerable. o Evans and Lindsay [page 137] suggest registration audit may cost US$10-40K training and documentation of order of US$100K. o recording of the activities of the company can save money: the data used to inform individual changes underpin continuous improvement programs invaluable as evidence in the event of litigation

02 February 2007MATS324/iso9000-qfd.ppt Consequent upon ISO DuPont o increased on-time deliveries from 70-90% o decreased cycle times from 15 to 1.5 days o increased first-pass yields from 72 to 90% o reduced number of test procedures by 1/3. Toronto Plastics (Canada) o reduced defects/1000 from 150 to 15 in 1 year Delcor Homes (Michigan builder) o reduced correctable defect rates from 27.4 to 1.7 in just two years.

02 February 2007MATS324/iso9000-qfd.ppt Other relevant standards I... ISO project management ISO configuration management ISO measurement systems ISO quality documentation ISO/TR managing economics of quality ISO training ISO security ISO auditing

02 February 2007MATS324/iso9000-qfd.ppt Other relevant standards II... ISO/TS automotive suppliers ISO part one: conformity assessment... for bodies providing audit/certification of management systems

02 February 2007MATS324/iso9000-qfd.ppt Other relevant standards III... BS 8300:2001 Design of buildings and their approaches to meet the needs of disabled people BS :2006 Design for manufacture, assembly, disassembly and end-of-life processing (MADE). General concepts, process and requirements

02 February 2007MATS324/iso9000-qfd.ppt BS 7000 Design Management Systems. 1.Guide to managing innovation 2.Guide to managing the design of manufactured products 3.Guide to managing service design 4.Guide to managing design in construction 5.Guide to managing obsolescence 6.Managing inclusive design. Guide 10.Glossary of terms used in design management

02 February 2007MATS324/iso9000-qfd.ppt Product design for SMEs BS :2001 Guide to the preparation of specifications. BS :2001 Product specifications. Guide to identifying criteria for a product specification and to declaring product conformity BS :2005 Product specifications. Guide to identifying criteria for specifying a service offering

02 February 2007MATS324/iso9000-qfd.ppt Quality Function Deployment A systematic method for transferring customer wants/needs/expectations into product and process characteristics Developed by Shigeru Mizuno ( ) and Yoji Akao (b.1928) in Japan o hinshitsu kino tenkai

02 February 2007MATS324/iso9000-qfd.ppt Quality Function Deployment Excellent tool for communication between cross-functional groups Provides a common basis for o Integrated Product Development o Simultaneous Engineering o Concurrent Engineering

02 February 2007MATS324/iso9000-qfd.ppt Quality Function Deployment QFD work divides into four parts o market analysis to establish needs and expectations o examination of competitors abilities o identification of key factors for success o translation of key factors into product and process characteristics

02 February 2007MATS324/iso9000-qfd.ppt Quality Function Deployment Conjoint Analysis (market survey) o potential customers asked to rank a number of product concepts o important factors chosen by factorial design with two levels (statistical design of experiments) Toyota halved design costs and reduced development time by 1/3 after starting to use QFD

02 February 2007MATS324/iso9000-qfd.ppt Quality Function Deployment Analysis of competitor products should o go on continuously o subject them to same scrutiny as own company products

02 February 2007MATS324/iso9000-qfd.ppt Quality Function Deployment  Product planning o house of quality  Product design o parts deployment  Process design o process planning  Production design o production planning

02 February 2007MATS324/iso9000-qfd.ppt Quality Function Deployment Customer Attributes Engineering Characteristics House of Quality Key Process Operations Production Requirements Production Planning Part Characteristics Key Process Operations Process Planning Engineering Characteristics Part Characteristics Parts Deployment

02 February 2007MATS324/iso9000-qfd.ppt Quality Function Deployment Product planning o wishes of customer transferred to product o evaluation of competitor products o identification of important properties Product design o choose best design to fulfil targets o identify critical parts and components o further R&D if needed

02 February 2007MATS324/iso9000-qfd.ppt Quality Function Deployment Process design o critical parameters identified o process control/improvement methods set Production design o design instructions for production o define measurements, frequency and tools to be used

02 February 2007MATS324/iso9000-qfd.ppt Some URLs for QFD