PRESENTED BY GROUP 1 QUALITY FUNCTION DEPLOYMENT

CONTENTS Evolution of quality and QFD Definition Benefits Process House of Quality Using house of Quality Application

Evolution of Quality and QFD Quality Assurance of manufacturing House of Quality Integration of product planning Comprehensive QFD, Voice of Customer Links with TRIZ, TOC, Con-joint Analysis, Kansei Eng. Management, Design for Six Sigma, Strategy and Planning Fitness to specifications Fitness to use Fitness to price Fitness to latent needs Fitness to society Fitness to environment Fitness to individ-ual style, habits Quality QFD

QUALITY FUNCTION DEPLOYMENT QFD process defined by the “Voice of the customer” while the traditional approach the specification is defined by the “Voice of the engineer”

Benefits of QFD Shorter development cycles Trade-offs are made in design, strategically, rather than in the market, tactically. Lower costs, increased productivity Documentation orientation Team involvement and commitment at the design stage

QFD Process Technical Requirements Customer Requirements Product Requirements Technical Requirements Process Requirements Product Requirements Control Requirements Process Requirements

 Poor communications and expectations get lost in the complexity of product development.  Lack of structure or logic to the allocation of product development resources.  Lack of efficient and / or effective product / process development teamwork.  Extended development time caused by excessive redesign, problem solving, or fire fighting. When is QFD Appropriate?

The House of Quality Quality Function Deployment’s House of Quality Customer Perceptions Relationships between Customer Needs and Design Attributes Importance Rankings Customer Needs Design Attributes Costs/Feasibility Engineering Measures Correlation Matrix  Establishes the Flowdown  Relates WHAT'S & HOW'S  Ranks The Importance

 Key Elements  Informational Elements The House of Quality

Building the House of Quality 1. Identify Customer Attributes 2. Identify Design Attributes / Requirements 3. Relate the customer attributes to the design attributes. 4. Conduct an Evaluation of Competing Products. 5. Evaluate Design Attributes and Develop Targets. 6. Determine which Design Attributes to Deploy in the Remainder of the Process.

Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need 7 Key Elements - “What's” Voice of the Customer Whats  What Does The Customer Want  Customer Needs  Ys 1. Identify customer attributes

Key Elements: Customer Requirements Voice of the Customer  How Important the What’s are TO THE CUSTOMER  Customer Ranking of their Needs Customer Importance Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need 7

HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW 7 Key Elements - “How’s” Satisfing Customer Needs  How Do You Satisfy the Customer What’s  Product Requirements  Translation For Action  X’s Hows WHAT'SHOW'S Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need Identify design attributes

Information – Correlation Matrix Conflict Resolution  Impact Of The How’s On Each Other Strong Positive Positive Negative Strong Negative Correlation Matrix Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need H H H H L M M M MM ML LL L L HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW lbs 12 in. 3 mils 40 psi 3 8 atm 1 mm

Key Elements: Relationship Untangling The Web  Strength of the Interrelation Between the What’s and the How’s  HStrong9  MMedium3  LWeak1  Transfer Function  Y = f(X) H H H H L M M M M M ML L L L L Relationships Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW 7 3. Relating customer and design attributes

4. Add Market Evaluation & Key Selling Points This step includes identifying importance ratings for each customer attribute AND evaluating existing products / services for each of the attributes

Information: How Much 3 lbs 12 in. 3 mils 40 psi 3 8 atm 1 mm Consistent Comparison  Target Values for the How’s  Note the Units How Much Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need H H H H L M M M MM ML LL L L HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW Evaluate design attributes of competitive products &set targets

Information : Target Direction The Best Direction  Information On The HOW'S  More Is Better  Less Is Better  Specific Amount HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW 7 Target Direction Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need H H H H L M M M MM ML LL L L

M Key Elements: Technical Importance Ranking The HOW'S  Which How’s are Key  Where Should The Focus Lie  “CI” = “Customer Importance”  “Strength” is measured on a 9, 3, 1, 0 Scale Technical Importance TI =  column ( CI *Strength) CI Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW 7 6.Select design attributes to be deployed in the remainder process

H H H H L M M M MM ML LL L L Key Elements : Completeness Have We Captured the HOW'S  Are All The How’s Captured  Is A What Really A How Completeness Criteria CC =  row ( CI *Strength) CI Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW

Using the House of Quality The voice of the customer MUST be carried THROUGHOUT the production process. Three other “houses of quality” are used to do this and, together with the first, these carry the customer’s voice from its initial expression, through design attributes, on to component attributes, to process operations, and eventually to a quality control and improvement plans. In Japan, all four are used. The tendency in the West is to use only the first one or two.

The Four Houses of Quality The Cascading Voice of the Customer NOTES: “Design Attributes” are also called “Functional Requirements” “Component Attributes” are also called “Part Characteristics” “Process Operations” are also called “Manufacturing Processes” and the “Quality Control Plan” refers to “Key Process Variables. WHATS HOWS X Y Critical to Quality Characteristics (CTQs) Key Manufacturing Processes Key Process Variables

23 of 46 3(l) House of Quality Pros and Cons Pros:  Generates specific technical requirements  Requirements are traceable  Follows a repeatable, quantitative process  Effectively translates Voice of the Customer  Records rationale for each technical requirement Cons:  Time-consuming process for >10 requirements  Data storage, manipulation and maintenance costs  Very dependent on customer requirement gathering  Inflexible to changing requirements; must recalculate

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