1. 1 Designing Products and Processes with a Future

2. 2 What does it take? Involve the customer Meet with the customer Listen to customer Educate the customer Incorporate quality function deployment (QFD) Design for robustness

3. 3 What is a customer? The person who buys the product? The federal regulator? The consumer reporter? The marketing and sales department? Engineering? Manufacturing? Suppliers?

4. 4 How do you hear the customer? Needs Wants Satisfaction Perception Features Quality Value Importance Competitors Detractors ABOUT

5. 5 Product Design What the Customer wanted What Marketing described What Engineering designed Actually Manufactured

6. 6  Idea generation  Assessment of firm’s ability to carry out  Customer Requirements  Functional Specification  Product Specifications  Concept Generation  Concept Selection  Engineering Design  Engineering Evaluation  Prototype and Testing Manufacturing Design What is Design? ……A Decision Making Process Flexibility Cost

7. 7 Few Successes 0 500 1000 1500 2000 Development Stage Number Product specification 100 1000 Market requirement Ideas 1750 One success! Functional specifications 500 Design review, Testing, Introduction 25

8. 8 QUALITY FUNCTION DEPLOYMENT QFD: An approach that integrates the “voice of the customer” into the product and service development process. Quality Function Deployment  Uses the voice of the customer to build a design tool: House of quality

9. 9 Quality Function Deployment Identify customer wants Identify how the good/service will satisfy customer wants Relate customer wants to product hows Identify relationships between the firm’s hows Develop importance ratings Evaluate competing products

10. House Of Quality Customer requirements Relationship matrix Product characteristics Importance

11. 11 Idea Generation Stage Provides basis for entry into market Sources of ideas  Market need (60-80%); engineering & operations (20%); technology; competitors; inventions; employees Follows from marketing strategy  Identifies, defines, & selects best market opportunities

12. 12 Customer Requirements Stage Identifies & positions key product benefits  Stated in core benefits proposition (CBP)  Example: Long lasting with more power (Sears’ Die Hard Battery) Identifies detailed list of product attributes desired by customer  Focus groups or 1-on-1 interviews House of Quality Customer Requirements Product Characteristics

13. 13 House of Quality Customer Requirements Product Characteristics Functional Specification Stage Defines product in terms of how the product would meet desired attributes Identifies product’s engineering characteristics  Example: printer noise (dB) Prioritizes engineering characteristics May rate product compared to competitors’

14. 14 Determines how product will be made Gives product’s physical specifications  Example: Dimensions, material etc. Defined by engineering drawing Done often on computer  Computer-Aided Design (CAD) House of Quality Product Characteristics Product Characteristics Component Specifications Product Specification Stage

15. 15 Quality Function Deployment Product design process using cross-functional teams  Marketing, engineering, manufacturing Translates customer preferences into specific product characteristics Involves creating 4 tabular ‘Matrices’ or ‘Houses’  Breakdown product design into increasing levels of detail

16. 16 To Build House of Quality Identify customer wants Identify how the good/service will satisfy customer wants. Relate the customer’s wants to the product’s hows. Develop importance ratings Evaluate competing ideas and concepts Ultimately you choose the design Not the customer!

17. 17 You’ve been assigned temporarily to a QFD team. The goal of the team is to develop a new camera design. Build a House of Quality. © 1984-1994 T/Maker Co. House of Quality Example

18. 18 House of Quality Example What the customer desires (‘wall’) Customer Requirements Customer Importance Target Values Light weight Easy to use Reliable

19. 19 House of Quality Example Customer Requirements Customer Importance Target Values Light weight Easy to use Reliable 3 1 2 Average customer importance rating

20. 20 House of Quality Example Customer Requirements Customer Importance Target Values Light weight Easy to use Reliable 3 2 1 Choose engineering characteristics to satisfy the customer requirements Aluminum Parts Steel Parts Auto Focus Auto Exposure

21. 21 House of Quality Example Customer Requirements Customer Importance Target Values Light weight Easy to use Reliable 3 2 1 Relationship between customer attributes & engineering characteristics (‘rooms’) Aluminum Parts Steel Parts Auto Focus Auto Exposure 5 2 87 8453 19142117

22. 22 QFD Cascades

23. Todd Krzycki 23 Adaptation of Piano Pedals for an Adult Sample House of Quality

24. Todd Krzycki24 Project Description The Client has Multiple Sclerosis (MS) which has taken her ability to use her right leg and more specifically for this project her right foot. We will design a pedal adaptation to utilize the Una Corda and Damper pedals with her left foot with out making her strain to reach the right pedal.

25. Todd Krzycki25 Project Objectives Allow the client to use the Damper pedal with minimal effort. Make a lightweight and small adaptive device to make the right pedal accessible. Design a device that can be transported easily from home to school and back. Avoid any sounds that could detract from the piano.

26. 26 The apparatus is going to be used by the left foot of the client.The apparatus is going to be used by the left foot of the client. Using hands or arms to activate the pedals is not feasible because that would restrict the clients playing ability.Using hands or arms to activate the pedals is not feasible because that would restrict the clients playing ability. Using your head or chin to activate the pedals is an option but it would make the apparatus large and hard to transport.Using your head or chin to activate the pedals is an option but it would make the apparatus large and hard to transport. Apparatus Usage

27. Jeff Adams27 Electric Apparatus

28. Jeff Adams28 Electric Apparatus Pros Easy to push the pedals down. The electric components will do the work that would have been required by the client.Easy to push the pedals down. The electric components will do the work that would have been required by the client. Compact. Electric components are small and can be made to fit in a small area.Compact. Electric components are small and can be made to fit in a small area. Apparatus would fit smoothly between and around the piano pedals.Apparatus would fit smoothly between and around the piano pedals. Cons Electric components are costly making the over all cost of the project high.Electric components are costly making the over all cost of the project high. Safety concerns with electricity in the apparatus, as well as chemical concerns if batteries are used.Safety concerns with electricity in the apparatus, as well as chemical concerns if batteries are used. Harder to move electric components around to make it adaptable to multiple pianos.Harder to move electric components around to make it adaptable to multiple pianos.

29. Jeff Adams29 Mechanical Apparatus

30. Jeff Adams30 Mechanical Apparatus

31. Jeff Adams31 Mechanical Apparatus

32. Jeff Adams32 Mechanical Apparatus

33. Jeff Adams33 Mechanical Apparatus Pros The components that go into a mechanical system are cheap since the machining cost are donated by UT.The components that go into a mechanical system are cheap since the machining cost are donated by UT. Reliable. You do not have to worry about a battery dying or have to find plug to power the apparatus.Reliable. You do not have to worry about a battery dying or have to find plug to power the apparatus. There is more feeling in the operations so it is easier to play the damper pedal correctly.There is more feeling in the operations so it is easier to play the damper pedal correctly. Light weight since light weight materials can be used and heavy batteries are not needed.Light weight since light weight materials can be used and heavy batteries are not needed.Cons A mechanical system will not allow play of the Damper as well as the Una Corda pedal with our clients limitations.A mechanical system will not allow play of the Damper as well as the Una Corda pedal with our clients limitations. It would have to be larger to allow for all the transfers of motion in the system.It would have to be larger to allow for all the transfers of motion in the system. The forces used to depress the pedals would have to be solely supplied by the client. This may become a concern if the client’s condition worsens and they lose more strength in their left foot.The forces used to depress the pedals would have to be solely supplied by the client. This may become a concern if the client’s condition worsens and they lose more strength in their left foot.

34. 34 Electric/Mechanical Apparatus

35. 35 Electric/Mechanical Apparatus

36. 36 Electric/Mechanical Apparatus

37. 37 Electric/Mechanical ApparatusPros The Una Corda can be held down electrically allowing the client use of their left foot to use the damper pedal.The Una Corda can be held down electrically allowing the client use of their left foot to use the damper pedal. Having some electric components makes it easier to use the fixture in a range of pianos.Having some electric components makes it easier to use the fixture in a range of pianos. By having one electric component instead of two will use less power making the user less reliant on large batteries.By having one electric component instead of two will use less power making the user less reliant on large batteries. Having the damper pedal controlled by mechanical means allows for more precise playing of the piano.Having the damper pedal controlled by mechanical means allows for more precise playing of the piano. If no power supply is available the majority of the functionality of the apparatus would still be intact.If no power supply is available the majority of the functionality of the apparatus would still be intact.Cons Electric components are costly making the cost of the over all project higher.Electric components are costly making the cost of the over all project higher. Safety concerns with electricity in the apparatus, as well as chemical concerns if batteries are used.Safety concerns with electricity in the apparatus, as well as chemical concerns if batteries are used. Harder to move electric components around to make it adaptable to multiple pianos.Harder to move electric components around to make it adaptable to multiple pianos. Electrical components could cause noise that would distract from the sound of the piano.Electrical components could cause noise that would distract from the sound of the piano. Relying on electricity for part of the design is a concern of the client.Relying on electricity for part of the design is a concern of the client.

38. 38 House of Quality ImportanceElectricalMechanicalElectrical/ Mech. Light Weight8846 Size7645 Universal design8847 Damper is primary pedal9488 Safety10687 Tactile Response8110 Cost6476 Noise9465 334420 442

39. 39 House of Quality ImportanceSolenoidsMotorsHydraulics/Pneumatics Light Weight8821 Size7965 Universal design8862 Damper is primary pedal9555 Safety10975 Tactile Response8555 Cost6468 Noise9966 471 351296

40. 40 ROBUST DESIGN Design that results in products or services that can function over a broad range of conditions

41. 41 What does Robust Design mean? Plan for variability Assess your capabilities Design for manufacturing Reduce costs Practice!

42. 42 Good Luck with your designs!