1. House of Quality Freshman Clinic II
(Based on a Lecture by Dr. K. Dahm in Fall Sophomore Clinic 2003)
12/4/2018

2. Objective After this presentation you will be able to:
Generate a list of customer attributes associated with a “quality” consumer product.
Construct a House of Quality to determine how customer attributes map into a set of specific engineering characteristics.
Develop a set of engineering specifications for a “quality” consumer product.
12/4/2018

3. What is Quality?
“Quality. You know what it is, yet you don't know what it is. 
...some things are better than others, that is, they have more quality.  But when you try to say what the quality is, apart from the things that have it, there's nothing to talk about.  But if you can't say what quality is...how do you know that it even exists?  ...but for all practical purposes it really does exist.  Why else would people pay fortunes for some things and throw others in the trash pile?  Obviously some things are better than others...but what's the "betterness"? ...What the [heck] is quality?  What is it?”
Zen and the Art of Motorcycle Maintenance
Robert Pirsig, 1974
12/4/2018

4. Customer Attributes “Beauty is in the eye of the beholder”
In terms of quality, we can restate this as follows:
“Quality is in the eye of the customer”.
Customer Attributes (CA’s)
What are the physical attributes that a customer might associate with a “quality” product?
Customer Attributes are:
vague
subjective
vary with individual based on personal values
12/4/2018

5. Customer Attributes Automobile Door
Easy to close from outside
Stays open on a hill
Easy to open from outside
Doesn’t kick back
Doesn’t leak in rain
No road noise
- 7
- 5
- 3
- 2
Importance
1-10
12/4/2018

6. Engineering Characteristics
Engineering Characteristics(EC’s)
What are the engineering characteristics responsible for creating the customer attributes associated with a “quality” product.
Engineering Characteristics are:
specific
technical
can either positively affect or negatively affect a CA
trade-off against one-another
12/4/2018

7. Engineering Characteristics Automobile Door
Energy to close door
Check force level ground
Check force 10o Slope
Door seal resistance
Road noise reduction
Water resistance
- ft lb
- lb
- lb/ft
- db
- psi
Specific Measure
12/4/2018

8. CA’s vs. EC’s How are they related?
12/4/2018

9. Automobile Door
12/4/2018

10. House of Quality Exercises
Flashlight
Portable Water Filter
12/4/2018