1. Alpha + Beta Testing Attributes Quality

2. Product Attributes Development List of product attributes – Tangible  goods manufacture company – Intangible  services company Measurement unit GoodsService

3. House of Quality Quality Function Deployment-QFD

4. Scope of product development team Product Development System Scope for design and engineering teams Evaluation Introduction Test Market Functional Specifications Design Review Product Specifications Customer Requirements Ability Ideas

5. Quality Function Deployment  Identify customer wants  Identify how the good/service will satisfy customer wants  Relate customer wants to product how's  Identify relationships between the firm’s how's  Develop importance ratings  Evaluate competing products  Compare performance to desirable technical attributes  Translates voice of customer into technical design requirements  Displays requirements in matrix diagrams  called “house of quality”

6. QFD House of Quality Relationship matrix  How to satisfy customer wants Interrelationships Competitive assessment Technical evaluation Target values  What the customer wants Customer importance ratings Weighted rating Customer Requirements Design Characteristics

7. House of Quality Example Your team has been charged with designing a new camera for Great Cameras, Inc. The first action is to construct a House of Quality

8. House of Quality Example Customer importance rating (5 = highest) Lightweight 3 Easy to use 4 Reliable5 Easy to hold steady 2 Color correction1 What the customer wants What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors

9. House of Quality Example What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors Low electricity requirements Aluminum components Auto focus Auto exposure Paint pallet Ergonomic design How to Satisfy Customer Wants

10. House of Quality Example Lightweight 3 Easy to use 4 Reliable5 Easy to hold steady 2 Color corrections1 What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors High relationship Medium relationship Low relationship Relationship matrix

11. House of Quality Example What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors Low electricity requirements Aluminum components Auto focus Auto exposure Paint pallet Ergonomic design Relationships between the things we can do

12. House of Quality Example Weighted rating What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors Lightweight 3 Easy to use 4 Reliable5 Easy to hold steady 2 Color corrections1 Our importance ratings22927273225

13. House of Quality Example Company A Company B GPGPFGGPPPGPGPFGGPPPP Lightweight 3 Easy to use 4 Reliable5 Easy to hold steady 2 Color corrections1 Our importance ratings225 How well do competing products meet customer wants What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors

14. House of Quality Example What the Customer Wants Relationship Matrix Technical Attributes and Evaluation How to Satisfy Customer Wants Interrelationships Analysis of Competitors Target values (Technical attributes) Technical evaluation Company A0.760%yes1okG Company B0.650%yes2okF Us0.575%yes2okG 0.5 A 75% 2’ to ∞ 2 circuits Failure 1 per 10,000 Panel ranking

15. House of Quality Example Completed House of Quality Lightweight3 Easy to use4 Reliable5 Easy to hold steady2 Color correction1 Our importance ratings Low electricity requirements Aluminum components Auto focus Auto exposure Paint pallet Ergonomic design Company A Company B GPGPFGGPPPGPGPFGGPPPP Target values (Technical attributes) Technical evaluation Company A0.760%yes1okG Company B0.650%yes2okF Us0.575%yes2okG 0.5 A 75% 2’ to ∞ 2 circuits Failure 1 per 10,000 Panel ranking 22 9 27 27 32 25

16. House of Quality Sequence Design characteristics Specific components House 2 Customer requirements Design characteristics House 1 Specific components Production process House 3 Production process Quality plan House 4 Deploying resources through the organization in response to customer requirements

17. Copyright 2006 John Wiley & Sons, Inc. 5-17 Quality Function Deployment (QFD) Translates voice of customer into technical design requirements Displays requirements in matrix diagrams – first matrix called “house of quality” – series of connected houses

18. Copyright 2006 John Wiley & Sons, Inc. 5-18 House of Quality Trade-off matrix Design characteristics Customer requirements Target values Relationship matrix Competitive assessment Importance 1 2 3 4 5 6

19. Copyright 2006 John Wiley & Sons, Inc. 5-19 Competitive Assessment of Customer Requirements Irons well Easy and safe to use Competitive Assessment Customer Requirements Customer Requirements12345 X Presses quickly9BAX X Removes wrinkles8ABX X Doesn’t stick to fabric6XBA X Provides enough steam8ABX X Doesn’t spot fabric6XAB X Doesn’t scorch fabric9AXB X Heats quickly6XBA X Automatic shut-off3ABX X Quick cool-down3XAB X Doesn’t break when dropped5ABX X Doesn’t burn when touched5ABX X Not too heavy8XAB

20. Copyright 2006 John Wiley & Sons, Inc. 5-20 Energy needed to press Weight of iron Size of soleplate Thickness of soleplate Material used in soleplate Number of holes Size of holes Flow of water from holes Time required to reach 450º F Time to go from 450º to 100º Protective cover for soleplate Automatic shutoff Customer Requirements Presses quickly--+++- Removes wrinkles+++++ Doesn’t stick to fabric-++++ Provides enough steam++++ Doesn’t spot fabric+--- Doesn’t scorch fabric+++-+ Heats quickly--+- Automatic shut-off+ Quick cool-down--++ Doesn’t break when dropped++++ Doesn’t burn when touched++++ Not too heavy+---+- Irons well Easy and safe to use From Customer Requirements to Design Characteristics

21. Copyright 2006 John Wiley & Sons, Inc. 5-21 Energy needed to press Weight of iron Size of soleplate Thickness of soleplate Material used in soleplate Number of holes Size of holes Flow of water from holes Time required to reach 450º Time to go from 450º to 100º Protective cover for soleplate Automatic shutoff - - + + + Tradeoff Matrix

22. Copyright 2006 John Wiley & Sons, Inc. 5-22 Energy needed to press Weight of iron Size of soleplate Thickness of soleplate Material used in soleplate Number of holes Size of holes Flow of water from holes Time required to reach 450º Time to go from 450º to 100º Protective cover for soleplate Automatic shutoff Units of measure ft-lblbin.cmtyeammoz/ssecsecY/NY/N Iron A 31.48x42SS27150.545500NY Iron B 41.28x41MG27150.335350NY Our Iron (X) 21.79x54T35150.750600NY Estimated impact 344454325530 Estimated cost 333343334452 Targets 1.28x53SS3030500 Design changes ******* Objective measures Targeted Changes in Design

23. Copyright 2006 John Wiley & Sons, Inc. 5-23 SS = Silverstone MG = Mirorrglide T = Titanium Completed House of Quality

24. Copyright 2006 John Wiley & Sons, Inc. 5-24 A Series of Connected QFD Houses Customer requirements House of quality Product characteristics A-1 Product characteristics Parts deployment Part characteristics A-2 Part characteristics Process planning Process characteristics A-3 Process characteristics Operating requirements Operations A-4

25. Copyright 2006 John Wiley & Sons, Inc. 5-25 Benefits of QFD  Promotes better understanding of customer demands  Promotes better understanding of design interactions  Involves manufacturing in design process  Breaks down barriers between functions and departments  Provides documentation of design process