1. 1 Quality Function Deployment House of Quality HoQ

2. 2 Ping’s Pencil Factory ISO 9001:2008 Welcome to the Customer Focus where We listen to you to make it write!

3. 3 Focus Group School Children- Group 2 Marketing- Group 1 Engineering- Group 3

4. 4 Tools Brainstorming- Data collection Questioning- Data Collection Ranking- Measurement Affinity Diagram- Analysis Matrix- Analysis Key quality characteristics

5. 5 School Children Brainstorm Post it notes Pencils Accessories

6. 6 Marketing Develop questions Challenge answers Question why Clarify

7. 7 Engineering Specifications Measurable Meaningful Practical Characteristics

8. 8 Team Activities Children-generate requirements Marketing- generate questions Engineering- generate quality characteristics

9. 9 Structure Customer Needs Organize needs Prioritize needs Assign weights-based on VoC Tools - Affinity Diagram Ranking »Marketing

10. 10 Affinity Diagram SafetyReliabilityAppearanceCosts Doesn’t Splinter Non-toxic

11. 11 Important Customers often tell us what we should do- not What they need. Categorize their words- needs are found in underlying suggestions Revealed-Expected-Exciting ( Marketing)

12. 12 Transition At the conclusion of this session you will be able to: Define the terms QFD, VOC, HoQ Describe the key components of HoQ Name 3 tools used to build HoQ

13. 13 Background Yoji Akao House of Quality - HoQ

14. 14 Define QFD Planning and decision making How does it relate to Customers Leadership Employee empowerment; quality culture Suppliers Continuous Improvement

15. 15 Voice of the Customer Voice of the Designer

16. 16 HoQ –Voice of the customer –“Whats”- entered on left hand room Importance ratings Scale 1-5 »Tools- interview, observation, survey

17. 17 Competitive Analysis Quantify customer priorities Perception of existing products Compare ours to theirs Right side- Planning Room Tool -Survey

18. 18 HoQ Voice of the engineer “Hows”- to respond to customer needs –Attic- vertical –QC- quality characteristics –Measureable, meaningful, practical characteristics –Tool- Brainstorming and Affinity Diagram

19. 19

20. 20 Correlate Requirements Interrelationships Conflicts or Supports Intersection of Hows and Whats To what degree does How fulfill What? –Strong=9 –Moderate=3 –Weak=1 »Tool –Correlation Matrix (Engineering) »Relationship Room

21. 21 Benefits of QFD Time Efficient Customer Focus Team Approach Living Document

22. Customer Information Feedback Input 22

23. 23

24. 24 Facts 1 ½ Billion US each year John Steinbeck 60 per day East of Eden- >300 1812- William Munroe (cabinetmaker) Thoreau- mixture of graphite & clay (hardness) 1872- 1 st Eraser tip pencil

25. 25 HoQ Review Using cut outs- build house Label each piece with descriptor Number each piece by sequence

26. 26 House of Quality Trade-off matrix Design characteristics Customer requirements Target values Relationship matrix Competitive assessment Importance 1 2 3 4 5 6 Figure 3.7

27. 27 Prepared and Presented Carol Smalley50% Sandra Darby50% Thanks for your attention and PARTICIPATION 100%

28. 28 References Begovich, B. (1996). Quality function deployment. Today’s Management Methods., 169-183. Ermer, D. S., (1995). Using QFD becomes an educational experience for students and faculty. Quality Progress, 131-136. Goetsch, D.L., & Davis, S.B. (2010). Quality management for organizational excellence: Introduction to total quality. Upper Saddle River, NJ: Pearson Education, Inc. Jiang, J.C., Shiu, M.L., & Tu, M.H., (2007). QFD’s evolution in Japan and the West. Quality Progress, 30-37. Paryani, K., Masoudi, A., & Cudney, E., (2010). QFD application in the hospitality industry: a hotel case study. Quality Management Journal, 17, 7-28. Additional information: http://www.qfdonline.com/qfd-tutorials/http://www.qfdonline.com/qfd-tutorials/