qfd house of quality
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QUALITY TOOLS & TECHNIQUES–II
By: -Hakeem–Ur–RehmanMS–Total Quality Management
IRCA(UK) Lead Auditor QMS MSc (Information & Operations Management)
IQTM–PU 1
TQ TQUALITY FUNCTION DEPLOYMENT:
HOUSE OF QUALITY
QFD: AN INTRODUCTION
QFD was developed in Japan in the late 1960s by ProfessorsShigeru Mizuno and Yoji Akao.
The purpose of Professors Mizuno and Akao was to developa quality assurance method that would design customersatisfaction into a product before it was manufacturered.Prior quality control methods were primarily aimed at fixinga problem during or after manufacturing.
“Quality Function Deployment (QFD) is a methodology forbuilding the "Voice of the Customer" into product andservice design. It is a team tool which captures customerrequirements and translates those needs into characteristicsabout a product or service”
QFD: DEFINITION
Yoji Akao’s definition of QFD is:
“QFD is a method for developing a designquality aimed at satisfying the consumerand then translating the consumer’sdemands into design targets and majorQuality Assurance (QA) points to be usedthroughout the production phase.”
PHASES OF THE QFDNOTES: “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.
HOWS
QFD:HOUSE OF QUALITY
Customer
Requirements
(Whats)
Relationship
Matrix
(Whats vs. Hows”)
Customer
Market
Evaluation
(Whats vs. Whys)
Degree of Technical Difficulty
Technical Specifications
(Hows)
Correlation Matrix
(Hows vs. Hows)
How muchs
Whys
Target GoalsTechnical Competitive Evaluations
Overall Importance Ratings
Customer
Importance
Rating
STEPS TO BUILD HOUSE OF QUALITY
1. Identify the Customer Requirements (WHATs)
2. Identify the Technical Requirements (HOWs)
3. Develop a Relationship Matrix Between WHATs & HOWs
4. Develop an Interrelationship (Correlation) Matrix Between HOWs
5. Competitive Assessments
Customer Competitive Assessments
Technical Competitive Assessments
6. Develop Prioritized Customer Requirements
Importance to Customer
Target Value
Scale–Up Factor
Sale Point
Absolute Weight
7. Develop Prioritized Technical Descriptors
Degree of Difficulty
Target Value
Absolute Weight
Relative Weight
HOUSE OF QUALITY: EXAMPLEHANDLEBAR STEMS FOR MOUNTAIN BIKES
HOUSE OF QUALITY: AN EXAMPLE
1. Identify the Customer Requirements (WHATs)
HANDLEBAR STEMS FOR MOUNTAIN BIKES
HOUSE OF QUALITY: AN EXAMPLE
2. Identify the Technical Requirements (HOWs)
HANDLEBAR STEMS FOR MOUNTAIN BIKES
HOUSE OF QUALITY: AN EXAMPLE
3. Develop a Relationship Matrix Between WHATs & HOWs
HANDLEBAR STEMS FOR MOUNTAIN BIKES
Strong
Medium
Weak
+9
+3
+1
Relationship between
Customer
Requirements and
Technical Descriptors
WHATs vs. HOWs
HOUSE OF QUALITY: AN EXAMPLE
4. Develop an Interrelationship (Correlation) Matrix Between HOWs
HANDLEBAR STEMS FOR MOUNTAIN BIKES
x = Design Trade-offs
HOUSE OF QUALITY: AN EXAMPLE
5. a) Competitive Assessments (Customer Competitive Assessments):
HANDLEBAR STEMS FOR MOUNTAIN BIKES
HOUSE OF QUALITY: AN EXAMPLE
5. b) Competitive Assessments (Technical Competitive Assessments):
HANDLEBAR STEMS FOR MOUNTAIN BIKES
HOUSE OF QUALITY: AN EXAMPLE
6. Develop Prioritized Customer
Requirements
Importance to Customer
Target Value
Scale–Up Factor
Sale Point
Absolute Weight
HANDLEBAR STEMS FOR MOUNTAIN BIKES
Absolute Weight = (Importance to Customer X Scale-Up Factor X Sales
Point)
HOUSE OF QUALITY: AN EXAMPLE
7. Develop Prioritized
Technical Descriptors
Degree of Difficulty
Target Value
Absolute Weight
Relative Weight
HANDLEBAR STEMS FOR MOUNTAIN BIKES
Absolute Weight = (9 X 8 + 1 X 5 + 9 X 5 + 9 X 2 + 9 X 7 + 3 X 5 + 3 X 3 = 227)
Relative Weight = (3 X 16 + 9 X 8 + 9 X 5 + 3 X 2 + 0 X 18 + 3 X 5 + 9 X 3=
213)
HOUSE OF QUALITY: AN EXAMPLE
HANDLEBAR STEMS FOR MOUNTAIN BIKES
QUESTIONS
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