02 February 2007MATS324/iso9000-qfd.ppt ISO 9000 series QFD: Quality Function Deployment.

02 February 2007 MATS324/iso9000-qfd.ppt

ISO 9000 series

QFD: Quality Function Deployment


Drivers for Quality Management

• fundamental foundation foreffective business practice isgood customer-supplier relationships

• After WWII, increasing requirement for inspection of products and documentation of procedureso defence (US MIL-Q-9858a and NATO AQAP)o space (NASA QSR)o nuclear and power generation


• At first, each customer would auditsuppliers practices and procedures

• need for a widely accepted single route to company-wide certification identified

• national standards for specific products define minimum specifications

Drivers for Quality Management


BS 5750 (1979)

• United Kingdom in 1979: BS5750 - Quality Management and Systems

• developed to permit a company to document its commitment to quality and the standard of its quality systems.


ISO 9000:1987 series• International Organisation for Standards

(ISO) adopted a series of quality standards, ISO 9000:1987

• based on BS5750

• strongly influenced by the US Department of Defence Military Standards (MILspecs).

• initial version was focused on quality control using retroactive checkingand corrective actions.


ISO 9000:1994 series• ISO 9000 was revised in 1994

• greater emphasis on quality assurance via preventive actions.

• required evidence of compliance with documented procedures

• tended to create a significant volume of associated procedure("do it as you document it") manuals and bureaucracy.


QS-9000

• Ford, Chrysler, General Motors and other automotive/truck manufacturers identified deficiencies in ISO9000:1994

• undertook a re-interpretation and extension to develop QS-9000

• additionally addressed continuous improvement, manufacturing capability and production part approval processes.


ISO9000:2000 series

• moved towardsprocess performance metrics

• reduced the need fordocumented procedureswhere clear evidence existsthat the process is working well.


ISO9000:2000 series• standards provide criteria for companies to

• "certify" their quality managemento recertification is required every three years

• achieve "registration" by third-party auditor.

• the systemo verifies practice and processeso provides objective 3rd party validationo enables benchmarking.


ISO9000:2000eight quality management principles

oCustomer focus o Leadership o Involvement of people o Process approach o System approach to management oContinual improvement o Factual approach to decision making oMutually beneficial supplier relationships


ISO9000:2000 series• Four primary

Quality Management Standards (QMS):o ISO 9000: QMS - Fundamentals and

Vocabulary (recommended reading) o ISO 9001: QMS - Requirements

(required standard) o ISO 9004: QMS - Guidance

for Performance Improvement (recommended reading)

o ISO19011: Guidelines on Quality and Environmental Auditing


ISO9000:2000 structure

• Four major sectionsoManagement ResponsibilityoResource Managemento Product RealisationoMeasurement, Analysis and Improvement

• Divided into 21 elements


ISO9000 structure I

Management Responsibility 1. management commitment

2. customer focus

3. quality policy

4. planning

5. administration

6. management review


ISO9000 structure II

Resource Management 7. provision of resources

8. human resources

9. facilities

10.work environment


ISO9000 structure III

Product Realisation 11. planning of realisation processes

12.customer-related processes

13.design and/or development

14.purchasing

15.production and service operations

16.control of measuring and monitoring devices


ISO9000 structure IV

Measurement, Analysis and Improvement 17.planning

18.measurement and monitoring

19.control of nonconformity

20.analysis of data

21. improvement


QMS costs

• costs of certification may be considerable.o Evans and Lindsay [page 137] suggest

• registration audit may cost US$10-40K• training and documentation of order of US$100K.

o recording of the activities of the companycan save money: the data used to

• inform individual changes• underpin continuous improvement programs• invaluable as evidence in the event of litigation


Consequent upon ISO9000...• DuPont

o increased on-time deliveries from 70-90%o decreased cycle times from 15 to 1.5 dayso increased first-pass yields from 72 to 90%o reduced number of test procedures by 1/3.

• Toronto Plastics (Canada)o reduced defects/1000 from 150 to 15 in 1 year

• Delcor Homes (Michigan builder)o reduced correctable defect rates

from 27.4 to 1.7 in just two years.


Quality Function Deployment

• A systematic method for transferring customer wants/needs/expectations into product and process characteristics

• Developed by Shigeru Mizuno (1910-1989) and Yoji Akao (b.1928) in Japan



• Excellent tool for communication between cross-functional groups

• Provides a common basis foro Integrated Product Developmento Simultaneous Engineeringo Concurrent Engineering



• QFD work divides into four partsomarket analysis to establish needs and

expectationso examination of competitors abilitieso identification of key factors for successo translation of key factors into product and

process characteristics



• Conjoint Analysis (market survey)o potential customers asked to rank a

number of product conceptso important factors chosen by factorial design

with two levels(statistical design of experiments)

• Toyota halved design costs and reduced development time by 1/3 after starting to use QFD



• Analysis of competitor products shouldo go on continuouslyo subject them to same scrutiny as own

company products


Quality Function Deployment Product planning

o house of quality

Product designo parts deployment

Process designo process planning

Production designo production planning



Cu

stomer A

ttribu

tes

Engineering Characteristics

House of Quality

Key P

rocess Op

erations

Production Requirements

Production Planning

Part C

haracteristics

Key Process Operations

Process Planning

En

gineerin

g Ch

aracteristics

Part Characteristics

Parts Deployment



• Product planningowishes of customer transferred to producto evaluation of competitor productso identification of important properties

• Product designo choose best design to fulfil targetso identify critical parts and componentso further R&D if needed



• Process designo critical parameters identifiedo process control/improvement methods set

• Production designo design instructions for productiono define measurements, frequency and tools

to be used


Some URLs for QFD

• http://www.qfdi.org/• http://www.iti-oh.com/cppd/qfd/qfd_basics.htm• http://www.becker-associates.com/qfdwhatis.htm

• http://www.pardee-quality-methods.com/qfdis.html

• http://www.npd-solutions.com/qfd.html• http://www.icqfd.org/

02 February 2007MATS324/iso9000-qfd.ppt ISO 9000 series QFD: Quality Function Deployment.

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