1. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 1 Designing a Product, Service, Process or System Using QFD Match Customer & Technical Requirements to Develop and Choose Design Concepts

2. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 2 Development Process Identify Customer Needs Establish Target Specifications Generate Concepts Select Concept(s) Test Concept(s) Set Final Specifications Plan Downstream Development Mission Statement Development Plan Perform Economic Analysis Benchmark Competitive Products Build and Test Models and Prototypes Target Specs Based on customer needs and benchmarking Final Specs Based on selected concept, feasibility, models, testing, and trade-offs

3. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 3 Customer Requirements Technical Requirements Design Options Design Selection Process Planning Production Planning Production Characteristics Building House of Quality Voice of the customer Ladder the Matrices Design Options Process Characteristics

4. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 4 Applying QFD Identify the customer requirements (external and internal). Identify the technical requirements. Use a planning matrix to relate customer requirements to technical requirements before proceeding to designing solutions.

5. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 5 Customer Requirements Customer requirements are collected through; Surveys Market Studies Literature Focus Groups Observation Benchmark Studies

6. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 6 Customer Requirements Collecting Customer Requirements is a balance of quality of information and cost of information Use qualitative & quantitative information together to improve the overall quality of the information gathered at an effective cost

7. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 7 Customer Requirements Segment the customers or sources of information so you are including all voices but prioritizing direct feedback from your most important sources Use the Kano model concepts so as to sort and prioritize the information for actions Rate the strength of the information within the each segment and type of information (i.e. basic, performance or excitement)

8. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 8 Customer Requirements You know you are talking about Customer Requirements when you are talking about a customer’s experience. Example: I’d like a smooth ride on my bike (customer requirements) v. I’d like a bigger seat and spring loaded suspension (technical product requirements)

9. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 9 Technical Requirements Technical requirements are obtained from the elements essential for the design of the product, service, process or system. Example: I’d like a bigger seat and spring loaded suspension (technical product requirements) v. I’d like a smooth ride (customer requirements)

10. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 10 QFD Planning Matrix

11. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 11 Where does your Planning Matrix lead? The planning matrix allows you to put together different solutions in the form of alternative design concetps A design concept is a selection of technical requirements that best satisfy customer requirements. The design concept is evaluated using the design concept evaluation matrix.

12. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 12 Design Concept Developoment Matrix Numbers in the cells are the level of each requirement. Letters are design concept options. The final row is the current practice.

13. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 13 Design Concept Evaluation

14. Improving Your Business Results Six Sigma Qualtec Six Sigma Qualtec Six Sigma Qualtec – All Rights Reserved 14 Conclusion QFD is an effective, although not perfect way, method to improving products, services, processes and systems. The first step is to collect and prioritize customer information. Then match customer and technical requirements. Then produce design alternatives to rank and consider process and production issues before choosing a solution.