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Quality Function Deployment

Quality Function Deployment. Presented By: Dr. Joan A. Burtner Industrial and Systems Engineering Mercer University School of Engineering Macon, GA. A systematic method of translating the Voice of the Customer into a finished product or service. Voice of the Customer (Sources).

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Quality Function Deployment

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  1. Quality Function Deployment Presented By: Dr. Joan A. Burtner Industrial and Systems Engineering Mercer University School of Engineering Macon, GA A systematic method of translating the Voice of the Customer into a finished product or service IDM 355 Fall 2014

  2. Voice of the Customer (Sources) Focus Groups Surveys Complaints Consultants Standards Federal regulations IDM 355 Fall 2014

  3. Benefits of QFD 1 • Customer driven • Emphasizes focus on customer • Uses competitive information • Prioritizes resources • Identifies items that can be acted upon • Reduces implementation time • Decreases midstream design changes • Limits post introduction problems • Surfaces missing assumptions IDM 355 Fall 2014

  4. Benefits of QFD 2 • Promotes teamwork • Based on consensus • Creates communication • Creates global view of details • Provides documentation • Documents rationale for design • Adds structure to information • A living document that can adapt to changes • Provides framework for sensitivity analysis IDM 355 Fall 2014

  5. (G) Correlations Interrelationships (D) Technical Descriptors “Voice of the Company” (E) Relationships and Associated Strengths of the Relationships (A) Customer Wants and Needs “Voice of the Customer” (C) Customer Perceptions relative to your competitors (B) Customer Importance Weights (F) Importance Rating (H) Targets - Ranking by Technical Importance IDM 355 Fall 2014

  6. Handout : Assigned Values • Car door House of Quality completed example from “The Certified Manager of Quality/Organizational Excellence Handbook” • Customer Importance Ratings High 8 Low 2 • Easy close O/S -- Importance 7 • No water leak -- Importance 7 • Easy close I/S -- Importance 5 • Relationships • Weak 1 (Triangle) • Medium 3 (Single circle) • Strong 9 (Double circle) • Interrelationships • Dr close effort and Static hold opn is Medium 3 (Single circle) • Dr close effort and Door pull hdllocis Strong 9 (Double circle) IDM 355 Fall 2014

  7. Handout Calculations: Absolute Technical Importance • Car door House of Quality completed example from “The Certified Manager of Quality/Organizational Excellence Handbook” • Dr close effort 63 + 15 = 78 • Easy close O/S Importance 7 x Strong 9 = 63 • Easy close I/S Importance 5 x Medium 3 = 15 • Static hold opn 7 + 15 + 6 + 45 = 73 • Easy close O/S Importance 7 x Weak 1 = 7 • Easy close I/S Importance 5 x Medium 3 = 15 • Doesn’t kick back Importance 2 x Medium 3 = 6 • Stays open in chk Importance 5 x Strong 9 = 45 IDM 355 Fall 2014

  8. Handout Calculations: Relative Technical Importance • Car door House of Quality completed example from “The Certified Manager of Quality/Organizational Excellence Handbook” • Selected Absolute Technical Importance Values • Dr close effort 78 • Rem hdlopneff 18 • O/S hdlopneff 18 • Static hold opn 73 • Dynam hold opn 57 • Selected Relative Technical Importance Values • Dr close effort 9 • Rem hdlopneff 2 • O/S hdlopneff 2 • Static hold opn 8 • Dynam hold opn 6 IDM 355 Fall 2014

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