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ENGM 620: Quality Management

ENGM 620: Quality Management. Session Four – Sept. 18, 2012 Organizing for Quality, Part I Voice of the Customer Voice of the Market Process and Procedures. Quality Function Deployment. Link customer demands to product and process characteristics (technical)

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ENGM 620: Quality Management

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  1. ENGM 620: Quality Management Session Four – Sept. 18, 2012 • Organizing for Quality, Part I • Voice of the Customer • Voice of the Market • Process and Procedures

  2. Quality Function Deployment • Link customer demands to product and process characteristics (technical) • Meet customer demands through both the product design process and the design of the production systems which produce the product • For service industries: Meet customer demands through the choice of service to offer and design process of the procedure to complete the service

  3. Quality Function Deployment • Voice of the Customer • Not management, engineering, or marketing • Uses matrix diagrams to define voice of the customer and relative importance of different characteristics

  4. Matrix Diagrams Actions Improve Improve Develop Work Env. Technology New Products Goals Cost Effectiveness High Quality Shareholder Value Strong Relationship Medium Relationship Weak Relationship

  5. Why QFD? • Do it right the first time! • Improve communication with internal and external customers • Competitive analysis of product quality • “What if” analysis, which reduces time to launch for new products

  6. Four Principle Planning Documents • Customer requirement planning matrix • Product characteristic deployment matrix • Process plan and quality control charts • Operating instructions

  7. House of Quality • Customer requirement planning matrix • Basis of QFD • Relates customer attributes to the counterpart characteristics to ensure that any engineering decision has a basis in meeting a customer need.

  8. House of Quality

  9. Building the House of Quality • Identify customer attributes (needs) • Identify counterpart characteristics (technical requirements) • Relate the customer requirements to the technical requirements • Conduct an evaluation of competing products or services • Evaluate technical requirements and develop targets • Determine which technical requirements to deploy in the remainder of the production/delivery process

  10. Identify customer requirements

  11. Identify technical requirements

  12. Relate the customer requirements to the technical requirements

  13. Conduct an evaluation of competing products or services

  14. Evaluate technical requirements and develop targets • Must be measurable • Inconsistencies between customer and technical evaluations • Poor measures • “Image” difference • Set targets using: • Customer importance ratings • Existing product strengths and weaknesses

  15. The Other Three Houses

  16. Little Q and Big Q

  17. Deming Funnel Experiment • Drop a marble through a funnel, trying to hit a target • Z = location of marble from target (error) • Target = (0,0)

  18. Rule 1: Leave the funnel alone, fixed, aimed at the target, no adjustment

  19. Rule 2: Move the funnel in the opposite direction from its last position (-Z), memory 1

  20. Rule 3: Set the funnel –Z from target (0,0), no memory

  21. Rule 4: Set the funnel right over the spot Z where the last marble fell, no memory

  22. What are the process issues here? • Variance • Stability • Operator training and incentives

  23. Poka Yoke • “Mistake proofing” • Uses prediction and detection to prevent an error from occurring • Devices should be: • Simple • Focused • Inexpensive • Applied at the Source • User-Friendly Fix the SYSTEM!

  24. Everyday Poka Yoke Examples Pictures from mistakeproofing.com

  25. Everyday Poka Yoke Examples Pictures from mistakeproofing.com

  26. Everyday Poka Yoke Examples Pictures from mistakeproofing.com

  27. Everyday Poka Yoke Examples Pictures from mistakeproofing.com

  28. Following Class • Homework • Ch. 5 Disc. Questions: 1, 2, 6, 7, 10 • Ch. 6 Disc. Questions: 1, 8, 9 • Topic • Organizing for Quality, Part II • Preparation • Chapters 8 and 9 • Video note

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