1. An-Najah National University Faculty Of Engineering & Information Technology Industrial Engineering Department Implementation Of Quality Function Deployment Tool in Dairy Industries Prepared By : khalid Lahham Mohammed Haddadeh Supervised By : Eng. Tamer Haddad

2. FUNCTION QUALITY What is QFD? What the customer/user needs or expects. How those needs or expectations are to be satisfied. Making it happen throughout the organization. DEPLOYMENT 2

3. HOQ House of Quality HOQ WhatHow do customers want and need from your product or service? (Customer requirements). will your company achieve the what? (Technical requirements).

4. HOQ

5. Case Study The aim of this project is to build a structured approach to product development through the House of Quality (HOQ) with application to Palestinian dairy product. QFD uses voice of customers (what) and voice of company(How) in order to join them and reach measurable objectives that contribute in product development.

6. PROJECT OBJECTIVES

7. Project objectives Reduce cost Shortens time- to-market Improve marketing & development collaboration Manage information Focus on customer requirements 7

8. LITRETURE REVIW 8

9. Costa et al. (2001) Mention that in food business that the QFD is more suitable for the improvement of products than for developing true innovative products. 9

10. Kumar, Antony & Dhakar (2006) QFD is an interdisciplinary process that aids the planning of new or improved designs and processes. 10

11. Vatthanakul et al. (2010) QFD is applied to define the needs of the consumer, and to translate these into specific actions that result in the production of products that meet these preferences. 11

12. Constraints 12

13. 13 Import of raw milk.Water scarcity.Shortages experienced.Import of feed cows.High taxes.

14. Working Methodology

15. Methodology 3 2 1 4 15 A scientific study was performed to have an excellent theoretical background about QFD. Chose the Dairy Product at Palestine a case study to investigate the implementation of QFD. Complete information about the Dairy Product was gathered about its specializations and competitors. Segmenting the product’s customers as: single and married customers in order to identify their requirements and priorities.

16. Methodology 7 6 5 16 Voice of customers or Customer requirement (What) was determined through distributing a questionnaire among them and make interviews. Customers’ needs and requirements was identified through taking a sample of customers as an input for building HOQ. Importance and scoring for each need was identified from both Palestinian and competitor customers. The HOQ will built and all relationships between voice of customers and voice of companies

17. 17 Questionnaire

18. Scoring &Importance Survey 18

19. Methodology 10 9 8 11 19 Voice of Dairy Product(How or technical specification) was determined through meetings with the Quality engineers staff in dairy factories. The HOQ was built and all relationships between voice of customers and voice of companies were showed. The trade-off was made between dairy companies and ranked them based on the customers evaluated. Develop the interrelationship matrix between HOW’s

20. Methodology 13 12 20 Importance to customer, target value, scale-up factor and absolute weight was determined for competitive assessment. The absolute and relative weights was defined for technical descriptor.

21. RESULTS & ANALYSIS

22. Through survey to the most important customers. We got these most frequently points about customer requirements. Customer Requirements (VOC)

23. After collecting & processing data, this is the final importance results Customer Importance Rating

24. Comparison Chart

25. Target Value

26. These technical specifications that are related and have effects of products quality aspects are called (voice of company) Technical Descriptors (VOE)

27. The aim of this matrix is to convert customer requirements into solutions that meet those needs. The Relationship Matrix

28. It is also called roof matrix because it lies over voice of company row. It was designed to determine the effect of one technical feature on the others. The Correlation Matrix

29. It was designed to show the objective measures which are include a comparison of customer requirement degree of satisfaction against the proposed degree required by Palestinian product. Prioritized Customer Requirements

30. Technical scores depends on the relationship matrix between voice of customers and voice of quality. Technical Scoring

31.  Scale-up factor were calculated by dividing the proposed target value over the current rate For example, the first point has a scale-up factor (1.00 ) calculated by (4/ 4) = 1.00 Sample Calculation

32.  Scores were calculated by multiplying the importance of each customer need with its scale-up factor. For example, the first point has a score equals to ( 4.38) calculated by (4.38*1) = 4.38 32 Sample Calculation

33.  Technical scores was calculated by summing of multiplying the value of each the relationship with score % of each need related. For example, the first technical a score equal to (49.83) calculated by 9*5.5= 49.83 33 Sample Calculation

34. Recommendations

35. use of chemicals that are not harmful to human health. Follow the instructions laid down by the Ministry of Health. Development of regulations Warning for workers by factory management and strict laws for each of the contravention. Taking into account the hygiene in the manufacture of dairy Add materials such as energy, protein, carbohydrates, fats, unsaturated fatty acids and cholesterol. use of fresh milk. Dairy has useful nutritional facts

36. Added material by requiring the Palestinian Health Ministry. Safe food does not contain preservatives Use of private farms. Accurate arithmetic software for cost. Reducing the price of dairy as much as possible to meet all strata of society. Dairy poses appropriate price

37. Conclusions

38. Can be applied in industry activity at every stage. QFD is a powerful tool in service and industry. 38 Identify weaknesses in manufacturing process in Palestinian factories and our position with respect to competitors. Successful in determining policies, which would result in a better satisfaction of the customers.

39. Thanks for your listening 39