quality function deployment
DESCRIPTION
Quality Function Deployment. House of Quality HoQ. Ping’s Pencil Factory ISO 9001:2008. Welcome to the Customer Focus where We listen to you to make it write!. Focus Group. School Children- Group 2 Marketing- Group 1 Engineering- Group 3. Tools. Brainstorming- Data collection - PowerPoint PPT PresentationTRANSCRIPT
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Quality Function Quality Function DeploymentDeployment
House of QualityHouse of QualityHoQHoQ
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Ping’s Pencil FactoryISO 9001:2008
Welcome to the Customer Focus where
We listen to you to make it write!
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Focus Group• School Children- Group 2
• Marketing- Group 1
• Engineering- Group 3
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Tools• Brainstorming- Data collection• Questioning- Data Collection• Ranking- Measurement• Affinity Diagram- Analysis• Matrix- Analysis• Key quality characteristics
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School Children
• Brainstorm• Post it notes• Pencils• Accessories
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Marketing
• Develop questions• Challenge answers• Question why• Clarify
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Engineering
• Specifications• Measurable• Meaningful• Practical Characteristics
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Team Activities• Children-generate requirements
• Marketing- generate questions
• Engineering- generate quality characteristics
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Structure Customer Needs
• Organize needs• Prioritize needs• Assign weights-based on VoC
• Tools-Affinity Diagram• Ranking
» Marketing
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Affinity DiagramSafety Reliability Appearanc
eCosts
Doesn’t SplinterNon-toxic
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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)
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TransitionAt 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
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Background
• Yoji Akao
• House of Quality - HoQ
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Define QFD• Planning and decision making• How does it relate to
• Customers• Leadership• Employee empowerment; quality culture• Suppliers• Continuous Improvement
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Voice of the Customer
Voice of the Designer
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HoQ– Voice of the customer
– “Whats”- entered on left hand room
• Importance ratings• Scale 1-5
» Tools- interview, observation, survey
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Competitive Analysis• Quantify customer priorities
• Perception of existing products
• Compare ours to theirsRight side- Planning RoomTool -Survey
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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
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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
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Benefits of QFD
Time Efficient
Customer Focus
Team Approach
Living Document
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Customer Information
• Feedback
• Input
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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- 1st Eraser tip pencil
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HoQ Review
• Using cut outs- build house• Label each piece with descriptor• Number each piece by sequence
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House of Quality
Trade-off matrix
Design characteristics
Customer requirements
Target values
Relationship matrix
Competitive assessment
Impo
rtan
ce11 22
33
44
55
66Figure 3.7Figure 3.7
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Prepared and Presented
Carol Smalley 50%Sandra Darby 50%
Thanks for your attention and PARTICIPATION 100%
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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/