PRESENTED BYGROUP 1
QUALITY FUNCTION DEPLOYMENT
CONTENTS
• Evolution of quality and QFD• Definition• Benefits• Process• House of Quality• Using house of Quality• Application
Evolution of Quality and QFD
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Qua
lity
Assu
ranc
e of
m
anuf
actu
ring
Hou
se o
f Qua
lity
Inte
grati
on o
f pro
duct
pl
anni
ng
Com
preh
ensi
ve Q
FD,
Voic
e of
Cus
tom
er
Link
s w
ith T
RIZ,
TO
C,
Con-
join
t Ana
lysi
s,
Kans
ei E
ng.
Man
agem
ent,
Des
ign
for S
ix S
igm
a,
Stra
tegy
and
Pla
nnin
g
Fitn
ess
to
spec
ifica
tions
Fitn
ess
to u
se
Fitn
ess
to p
rice
Fitn
ess
to
late
nt n
eeds
Fitn
ess
to s
ocie
tyFi
tnes
s to
en
viro
nmen
t
Fitn
ess
to in
divi
d-ua
l st
yle,
hab
its Quality
QFD
QUALITY FUNCTIONDEPLOYMENT
QFD process defined by the“Voice of the customer” whilethe traditional approach the
specification is defined by the“Voice of the engineer”
Benefits of QFD
• Shorter development cycles
• Trade-offs are made in design, strategically, rather than in the market, tactically.
• Lower costs, increased productivity
• Documentation orientation
• Team involvement and commitment at thedesign stage
QFD Process
TechnicalRequirements
CustomerRequirements
ProductRequirements
TechnicalRequirements
ProcessRequirements
ProductRequirements
ControlRequirements
ProcessRequirements
Poor communications and expectations get lost in the complexity of product development.
Lack of structure or logic to the allocation of product development resources.
Lack of efficient and / or effective product / process development teamwork.
Extended development time caused by excessive redesign, problem solving, or fire fighting.
When is QFD Appropriate?
The Houseof Quality
Quality Function Deployment’sHouse of Quality
CustomerPerceptions
RelationshipsbetweenCustomer NeedsandDesign Attributes
Imp
orta
nce
Ran
king
s
CustomerNeeds
DesignAttributes
Costs/Feasibility
Engineering Measures
CorrelationMatrix
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3
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Establishes the Flowdown Relates WHAT'S & HOW'S Ranks The Importance
Key Elements Informational
Elements
Th
e H
ou
se o
f Q
uali
ty
Building the House of Quality1. Identify Customer Attributes2. Identify Design Attributes / Requirements3. Relate the customer attributes to the design
attributes.4. Conduct an Evaluation of Competing Products.5. Evaluate Design Attributes and Develop
Targets.6. Determine which Design Attributes to Deploy
in the Remainder of the Process.
Need 1Need 2Need 3Need 4Need 5Need 6Need 7
Key
Ele
men
ts -
“W
hat'
s”
Voice of the CustomerVoice of the Customer
WhatsWhats
What Does The Customer Want Customer Needs Ys
1. Identify customer attributes
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Key
Ele
men
ts:
C
ust
om
er
Req
uir
em
en
ts
Voice of the CustomerVoice of the Customer
How Important the What’s are TO THE CUSTOMER
Customer Ranking of their Needs
Customer
Importa
nce
Customer
Importa
nce
Need 1Need 2Need 3Need 4Need 5Need 6Need 7
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Key
Ele
men
ts -
“H
ow
’s”
Satisfing Customer NeedsSatisfing Customer Needs
How Do You Satisfy the Customer What’s
Product Requirements Translation For Action X’s HowsHows
WHAT'S HOW'SNeed 1Need 2Need 3Need 4Need 5Need 6Need 7
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2. Identify design attributes
Info
rmatio
n –
Corre
latio
n M
atrix
Conflict ResolutionConflict Resolution
Impact Of The How’s On Each Other
Strong PositivePositiveNegativeStrong Negative
Correlation MatrixCorrelation Matrix
Need 1Need 2Need 3Need 4Need 5Need 6Need 7
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Key
Ele
men
ts:
Rela
tion
ship
Untangling The WebUntangling The Web
Strength of the Interrelation Between the What’s and the How’s H Strong
9 M Medium
3 L Weak
1 Transfer Function Y = f(X)
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Relationships
Relationships
Need 1Need 2Need 3Need 4Need 5Need 6Need 7
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3. Relating customer and design attributes
4. Add Market Evaluation & Key Selling Points
This step includes identifying importance ratings for each customer attribute AND evaluating existing products / services for each of the attributes
Info
rmati
on
: H
ow
M
uch
3 lb
s
12
in.
3 m
ils
40
psi
3 8 a
tm
1 m
m
Consistent ComparisonConsistent Comparison
Target Values for the How’s
Note the Units
How MuchHow Much
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5. Evaluate design attributes of competitive products &set targets
Info
rmati
on
:T
arg
et
Dir
ect
ion
The Best DirectionThe Best Direction
Information On The HOW'S More Is Better Less Is Better Specific Amount
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Target
DirectionTarget
Direction
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Key
Ele
men
ts:
Tech
nic
al
Imp
ort
an
ce
Ranking The HOW'SRanking The HOW'S
Which How’s are Key Where Should The Focus Lie “CI” = “Customer Importance” “Strength” is measured on a 9, 3, 1,
0 Scale
Technical Im
portance
Technical Im
portance
TI = column(CI *Strength)
CINeed 1Need 2Need 3Need 4Need 5Need 6Need 7
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6.Select design attributes to be deployed in the remainder process
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Key
Ele
men
ts :
Com
ple
ten
ess
Have We Captured the HOW'SHave We Captured the HOW'S
Are All The How’s Captured Is A What Really A How
Completeness Crit
eria
Completeness Crit
eria
CC = row
(CI *Strength)
CINeed 1Need 2Need 3Need 4Need 5Need 6Need 7
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Using the House of Quality
The voice of the customer MUST be carried THROUGHOUT the production process.
Three other “houses of quality” are used to do this and, together with the first, these carry the customer’s voice from its initial expression, through design attributes, on to component attributes, to process operations, and eventually to a quality control and improvement plans.
In Japan, all four are used.
The tendency in the West is to use only the first one or two.
The Four Houses of Quality
The Cascading Voice of the CustomerNOTES: “Design Attributes” are also called “Functional Requirements”“Component Attributes” are also called “Part Characteristics”“Process Operations” are also called “Manufacturing Processes” and the “Quality Control Plan” refers to “Key Process Variables.
WHA
TS
HOWS
X
YCritical to QualityCharacteristics(CTQs)
Key ManufacturingProcesses
Key Process Variables
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3(l) House of Quality Pros and Cons
Pros: Generates specific technical requirements Requirements are traceable Follows a repeatable, quantitative process Effectively translates Voice of the Customer Records rationale for each technical requirement
Cons: Time-consuming process for >10 requirements Data storage, manipulation and maintenance costs Very dependent on customer requirement gathering Inflexible to changing requirements; must recalculate
Thank you
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