1. Quality Function Deployment Presented By: Dr. Joan A. Burtner Industrial and Systems Engineering Mercer University School of Engineering Macon, GA Dr. Joan BurtnerIDM 355 Fall 20141 A systematic method of translating the Voice of the Customer into a finished product or service

2. Voice of the Customer (Sources) Focus Groups Surveys Complaints Consultants Standards Federal regulations Dr. Joan BurtnerIDM 355 Fall 2014Slide 2

3. Benefits of QFD 1 Customer driven ◦ 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 BurtnerIDM 355 Fall 2014Slide 3

4. Benefits of QFD 2 Promotes teamwork ◦ 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 BurtnerIDM 355 Fall 2014Slide 4

5. Dr. Joan BurtnerIDM 355 Fall 2014Slide 5 (G) Correlations Interrelationships ( A) Customer Wants and Needs “Voice of the Customer” (C) Customer Perceptions relative to your competitors (D) Technical Descriptors “Voice of the Company” (E) Relationships and Associated Strengths of the Relationships (H) Targets - Ranking by Technical Importance (F) Importance Rating (B) Customer Importance Weights

6. Handout : Assigned Values Car door House of Quality completed example from “The Certified Manager of Quality/Organizational Excellence Handbook” Customer Importance Ratings High 8 Low 2 Easy close O/S -- Importance 7 No water leak -- Importance 7 Easy close I/S -- Importance 5 Relationships Weak 1 (Triangle) Medium 3 (Single circle) Strong 9 (Double circle) Interrelationships Dr close effort and Static hold opn is Medium 3 (Single circle) Dr close effort and Door pull hdl loc is Strong 9 (Double circle) Dr. Joan BurtnerIDM 355 Fall 2014Slide 6

7. Handout Calculations: Absolute Technical Importance Car door House of Quality completed example from “The Certified Manager of Quality/Organizational Excellence Handbook” Dr close effort 63 + 15 = 78 Easy close O/S Importance 7 x Strong 9 = 63 Easy close I/S Importance 5 x Medium 3 = 15 Static hold opn 7 + 15 + 6 + 45 = 73 Easy close O/S Importance 7 x Weak 1 = 7 Easy close I/S Importance 5 x Medium 3 = 15 Doesn’t kick back Importance 2 x Medium 3 = 6 Stays open in chk Importance 5 x Strong 9 = 45 Dr. Joan BurtnerIDM 355 Fall 2014Slide 7

8. Handout Calculations: Relative Technical Importance Car door House of Quality completed example from “The Certified Manager of Quality/Organizational Excellence Handbook” Selected Absolute Technical Importance Values Dr close effort 78 Rem hdl opn eff 18 O/S hdl opn eff 18 Static hold opn 73 Dynam hold opn 57 Selected Relative Technical Importance Values Dr close effort 9 Rem hdl opn eff 2 O/S hdl opn eff 2 Static hold opn 8 Dynam hold opn 6 Dr. Joan BurtnerIDM 355 Fall 2014Slide 8