1. Section 4-Part 2 Self Study

2. QFD

3. Quality Function Deployment
A Quality Function Deployment (QFD) diagram is a matrix used to depict customer requirements.
A QFD is used to capture the voice of the customer and translate it into technical information that an organization can use in order to create or improve a product.
Developed in Japan in the 1970s
Dr. Akao

4. QFD- Conceptual Schema

5. Quality Function Deployment

6. QFD It is often called a House of Quality because:
Customer information is shown horizontally
Technical information is shown vertically

7. QFD QFD’s are planning and communication tools:
Used for new product development
Used to conform to customer demands
Used any time you have customers and you need to identify their expectations and turn that information into workable technical specifications.

8. QFD QFDs are planning and communication tools:
Used to help set strategic targets
Used to help determine priority issues
Used for analysis
Used to estimate what the competition is doing
Used to integrate complex information

9. QFD QFDs encourage: Team building Consensus
Creativity; Development of new ideas
Structure
Organization
Remove suggestiveness from the product development process

10. QFD Building a QFD Determine the Voice of the Customer
Have the customer rank the relative importance of his/her wants
Have the customer evaluate your company against competitors
Determine how the wants will be met
Determine the direction of improvement for the technical requirements
Determine the operational goals for the technical requirements
Determine the relationship between each of the customer wants and the technical requirements
Determine the correlation between the technical requirements.
Compare the technical performance with that of competitors
Determine the column weights
Add regulatory and/or internal requirements
Analyze the QFD matrix

11. QFD Step 1: Determine the Voice of the Customer
What does the customer want?
Organize the Voice of the Customer
Using one ‘voice’ per post-it note, write down all information
Sort/organize the information (including verbatims) that you have gathered
Arrange the voices into groups
Place on diagram

12. QFD
Step 2: Have the customer rank the relative importance of his/her wants
Rank them all (Ten is highest rank. One is lowest.)
Step 3: Have the customer evaluate your company against competitors
Chose two competitors
Have customer rank first, second, third
The organization with the most firsts is ranked first

13. QFD Step 4: Determine how the wants will be met
How will the company provide for the wants?
Translate the Voice of the Customer
Turn verbatims into technical requirements
Customer Verbatim -> Technical Requirement
Cup stays cool -> Temperature at hand
Won’t spill or tip: -> Tip force at top, fluid loss vertical/horizontal impact
Doesn’t leak -> Porosity

14. QFD
Step 5: Determine the direction of improvement for the technical requirements
A downward arrow means that improvement would happen if we reduced the technical requirements value
An upward arrow means that improvement would happen if we increased the technical requirements value
A circle means it should not be changed.
Step 6: Determine the operational goals for the technical requirements

15. QFD
Step 7: Determine the relationship between each of the customer wants and the technical requirements
How does action (change) on a technical requirement affect customer satisfaction with the recorded want?
Strong positive correlation: Filled-in circle valued at 9
Positive correlation: open circle valued at 3
A weak correlation: triangle valued at 1
No correlation: empty box
Negative correlation: minus sign or x

16. QFD
Step 7: Determine the relationship between each of the customer wants and the technical requirements

17. QFD
Step 8: Determine the correlation between the technical requirements.
Strong positive correlation: Open circle
Negative correlation: minus sign or x
No correlation: empty box
Step 9: Compare the technical performance with that of competitors

18. QFD Step 10: Determine the column weights
Multiply rankings by correlation values
Step 11: Add regulatory and/or internal requirements

19. QFD Step 12: Analyze the QFD matrix What did the customer want?
How is this supported by customer rankings and competitive comparisons?
How well is the competition doing?
How does our company compare?
Where will our emphasis need to be?

20. FMEA

21. Failure Modes and Effects Analysis
Failure Modes and Effects (FMEA)
Critically examine the system
Divide the system into its various components
Examine each individual component
Record the ways the component may fail
Rate potential degree of hazard
Examine all potential failures for each individual component and decide what effect the failures may have
Weakness: Human Error Component Missing
See additional notes

22. Failure Modes and Effects Analysis
Design FMEA’s
used to verify that a product has been properly designed to meet all of the customer’s requirements and that it can be manufactured at a target rate, cost, and yield.
Process FMEA’s
used to assess the adequacy of a process in producing a product.

23. Failure Modes and Effects Analysis
What are Design FMEA’s used for?
To capture the relationship between:
customer requirements and
how a product can fail to meet these requirements and
the effects of the failures and
the problems with the design that cause the failures.
As a method to ensure that the design will be changed and tested so that the failures do not occur.

24. Failure Modes and Effects Analysis
What are Process FMEA’s used for?
To identify the process and product controls that must be implemented to ensure that the product can be produced within specification.

25. Failure Modes and Effects Analysis
What are Process FMEA’s used for?
To capture the relationship between each process step and
the unacceptable process outputs that can be created at each step and
the effects of the unacceptable process outputs and
the causes of the unacceptable outputs and
how the unacceptable outputs will be either prevented or detected in the event that they occur.