ISO 9000 series QFD: Quality Function Deployment

1. ISO 9000 seriesQFD: Quality Function Deployment MATS324/iso9000-qfd.ppt

2. Drivers for Quality Management • fundamental foundation foreffective business practice isgood customer-supplier relationships • After WWII, increasing requirement for inspection of products and documentation of procedures • defence (US MIL-Q-9858a and NATO AQAP) • space (NASA QSR) • nuclear and power generation MATS324/iso9000-qfd.ppt

3. Drivers for Quality Management • 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 MATS324/iso9000-qfd.ppt

4. 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. MATS324/iso9000-qfd.ppt

5. 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. MATS324/iso9000-qfd.ppt

6. 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.  MATS324/iso9000-qfd.ppt

7. 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. MATS324/iso9000-qfd.ppt

8. ISO9000:2000 series • moved towardsprocess performance metrics • reduced the need fordocumented procedureswhere clear evidence existsthat the process is working well.  MATS324/iso9000-qfd.ppt

9. ISO9000:2000 series • standards provide criteria for companies to • "certify" their quality management • recertification is required every three years • achieve "registration" by third-party auditor.  • the system • verifies practice and processes • provides objective 3rd party validation • enables benchmarking.  MATS324/iso9000-qfd.ppt

10. ISO9000:2000eight quality management principles • Customer focus • Leadership • Involvement of people • Process approach • System approach to management • Continual improvement • Factual approach to decision making • Mutually beneficial supplier relationships MATS324/iso9000-qfd.ppt

11. ISO9000:2000 series • Four primaryQuality Management Standards (QMS): • ISO 9000: QMS - Fundamentals and Vocabulary (recommended reading) • ISO 9001: QMS - Requirements (required standard) • ISO 9004: QMS - Guidancefor Performance Improvement (recommended reading) • ISO19011: Guidelines on Quality and Environmental Auditing MATS324/iso9000-qfd.ppt

12. ISO9000:2000 structure • Four major sections • Management Responsibility • Resource Management • Product Realisation • Measurement, Analysis and Improvement • Divided into 21 elements MATS324/iso9000-qfd.ppt

13. ISO9000 structure I Management Responsibility • management commitment • customer focus • quality policy • planning • administration • management review MATS324/iso9000-qfd.ppt

14. ISO9000 structure II Resource Management • provision of resources • human resources • facilities • work environment MATS324/iso9000-qfd.ppt

15. ISO9000 structure III Product Realisation • planning of realisation processes • customer-related processes • design and/or development • purchasing • production and service operations • control of measuring and monitoring devices MATS324/iso9000-qfd.ppt

16. ISO9000 structure IV Measurement, Analysis and Improvement • planning • measurement and monitoring • control of nonconformity • analysis of data • improvement MATS324/iso9000-qfd.ppt

17. QMS costs • costs of certification may be considerable. • Evans and Lindsay [page 137] suggest • registration audit may cost US$10-40K • training and documentation of order of US$100K. • 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 MATS324/iso9000-qfd.ppt

18. Consequent upon ISO9000... • DuPont • increased on-time deliveries from 70-90% • decreased cycle times from 15 to 1.5 days • increased first-pass yields from 72 to 90% • reduced number of test procedures by 1/3. • Toronto Plastics (Canada) • reduced defects/1000 from 150 to 15 in 1 year • Delcor Homes (Michigan builder) • reduced correctable defect ratesfrom 27.4 to 1.7 in just two years. MATS324/iso9000-qfd.ppt

19. 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 MATS324/iso9000-qfd.ppt

20. Quality Function Deployment • Excellent tool for communication between cross-functional groups • Provides a common basis for • Integrated Product Development • Simultaneous Engineering • Concurrent Engineering MATS324/iso9000-qfd.ppt

21. Quality Function Deployment • QFD work divides into four parts • market analysis to establish needs and expectations • examination of competitors abilities • identification of key factors for success • translation of key factors into product and process characteristics MATS324/iso9000-qfd.ppt

22. Quality Function Deployment • Conjoint Analysis (market survey) • potential customers asked to rank a number of product concepts • 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 MATS324/iso9000-qfd.ppt

23. Quality Function Deployment • Analysis of competitor products should • go on continuously • subject them to same scrutiny as own company products MATS324/iso9000-qfd.ppt

24. Quality Function Deployment • Product planning • house of quality • Product design • parts deployment • Process design • process planning • Production design • production planning MATS324/iso9000-qfd.ppt

25. Engineering Characteristics Part Characteristics Customer Attributes Key Process Operations Engineering Characteristics Production Requirements Part Characteristics Key Process Operations House of Quality Parts Deployment Process Planning Production Planning Quality Function Deployment MATS324/iso9000-qfd.ppt

26. Quality Function Deployment • Product planning • wishes of customer transferred to product • evaluation of competitor products • identification of important properties • Product design • choose best design to fulfil targets • identify critical parts and components • further R&D if needed MATS324/iso9000-qfd.ppt

27. Quality Function Deployment • Process design • critical parameters identified • process control/improvement methods set • Production design • design instructions for production • define measurements, frequency and tools to be used MATS324/iso9000-qfd.ppt

28. 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/ MATS324/iso9000-qfd.ppt