Quality Function Deployment

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Quality Function Deployment
Chapter 11

• By
• Keri Carpenter
• Arnold Brown
• Jim Keys
• Ning Yang

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Defined

• Quality Function Deployment is a planning tool
  used to fulfill customer expectations. It is a
  disciplined planning matrices that is used as the
  basis for decisions affecting any phase of the
  product development cycle. It is considered by
  many experts to be a perfect blueprint for
  quality by design.

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The QFD teams

• There are two types of teams- new product or
  improving an existing product. Teams are
  composed of members from marketing, design,
  quality, finance, and production.

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QFD team continued

• Time and inter-team communication are two very
  important things that each team must utilize to
  their fullest potential. Using time effectively
  is the essential resource in getting the project
  done on schedule. Using inter-team communication
  to its fullest extent will alleviate unforeseen
  problems and make the project run smoothly.

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Four Benefits of QFD

• Customer driven
• Reduce implementation time
• Promotes teamwork
• Provides documentation

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Customer driven

• Creates focus on customer requirements
• Uses competitive information
• Prioritizes resources
• Identifies items that can be acted upon
• Structures resident experience/information

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Reduce implementation time

• Decrease mid-stream design change
• Limits post introduction problems
• Avoids future development redundancies
• Identifies future application opportunities
• Surface missing assumptions

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Promotes teamwork

• Based on concerns
• Creates communication
• Identifies actions at interface
• Creates global view out of details

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Provides Documentation

• Documents rationale for design
• Easy to assimilate
• Adds structure to the information
• Adapts to change (a living document)
• Provides framework for sensitivity analysis

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Voice of the Customer

• What does the customer really want?
• What are the customers expectations?
• Are the customers expectations used to drive the
  design process?
• What can the design team do to achieve customer
  satisfaction?

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Voice of the customer
WAYS TO GATHER INFORMATION

• Focus groups
• Complaint reports
• Organizational standards
• Gov. regulations
• Law suites
• Hot lines
• Surveys
• Customers tests
• Preferred customers

• Trade visits
• Customer visits
• Consultants
• Sales force
• Training
• Trade shows
• Vendors
• Suppliers
• Employees

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Organization of Information

• These methods are ideal for organizing large
  amounts information
• Affinity Diagrams
• Interrelationship Diagrams
• Tree Diagrams
• Cause and Effect Diagrams

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Building a House of Quality

• 1 - Customer Requirements ( WHATs )
• 2 - Technical Descriptors ( HOWs )
• 3 - Develop relationship between WHATs HOWs
• 4 - Develop an interrelationship between HOWs
• 5 - Competitive assessments
• Customer competitive assessment
• Technical competitive assessment

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House Continued

• 6 - Prioritize the customer requirements
• Importance to customer
• Target value
• Service scale up factor
• Sales point
• Absolute weight
• 7 - Prioritize the technical descriptors
• Degree of difficulty
• Target value
• Absolute weight
• Relative weight

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Questions

• What is the harnesses function ?

• Is weight a factor?

• How long would you really want to hang around in
  it for ?

• Do you care what it looks like ?

• What features do you want in your harness ?

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Questions

• How important is
  webbing strength ?
• How many buckles would you want on your Harness ?

• How can we improve comfort ?
• How can we make the harness user friendly ?

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House of Quality
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QFD Process

• The QFD process must be continually refined to an
  actionable level of detail.
• QFD is driven by the customer.
• QFD refines the design process.
• QFD saves the organization money.