12 concept design using qfd case study mobile data

Dr Kim StansfieldDec 2019 – Universitas Pertahanan Nasional Malaysia

12 Concept Design Using QFD Case Study –Mobile Data Collection System Design

Critically evaluate the role of System Thinking and Soft Systems Methodology in complex, multi-stakeholder environments

Select and justify appropriate architectural frameworks for product-service and enterprise development scenarios

Explain the hierarchy of vision, outcomes, business and system programme goals and apply tools to support the prioritisation of goals and stakeholders

Apply the principles of systems engineering to create more effective development, delivery, in-service support and retirement of product-service and enterprise systems

Evaluate and apply systems engineering development processes and associated competencies, including needs & requirements capture, requirements management, validation, verification, integration and risk management.

Critique developments in systems engineering of relevance to business and industry

STSE Module Learning Outcomes

Concept Design Using QFD Case Study 11/26/2019 2

Customer Challenge

– To design an Enterprise Case Management System for logging of material collected at incident scenes and tracking its subsequent processing

– To Recommend a Mobile Data Collection Device to support Field Operatives

– To Show the solution meets their numerous requirements viz. traceability

– To show how this integrates with the Enterprise Case Management System (SOA)

Customer Goals and Challenge

Stansfield, K, Cole, J, ‘The Use of QFD and Technology Road Mapping to Develop a Mobile Data Collection System’, 20th QFD Symposium, Santa Fe, New Mexico, Oct 2008

11/26/2019 Concept Design Using QFD Case Study 3

https://marketingland.com/wp-content/ml-loads/2012/05/shutterstock_80253331-mobilechart.jpg

https://marketingland.com/wp-content/ml-loads/2012/05/shutterstock_80253331-mobilechart.jpg

Business Goals: Provide positive ROI by

– Enhanced Field Operator Efficiency – speed & accuracy of data logging

– Enhanced Effectiveness - Reduction of multiple data entry – eliminate waste, reduce errors

– Proactive management of downstream processing via work-flow – reduced delays & traceability

– Responsive, Flexible Resourcing via Inter-operability across regional boundaries

Customer Goals and Challenge



BUT – For Mobile Device Selection:

– The contract required that the mobile device be selected from preferred list (generated by Retained IT)

– One product on preferred list – Robust Laptop

– Associated contractual requirements described a robust laptop viz. solution requirements, NOT customer requirements.

Supplier worked with customer rep, confirmed initial scope of system and sub-systems and associated stakeholders, & System interfaces

System level VoCworkshop followed by subsystem VoC workshops

Team then developed System/ Subsystem QFDs

Case Study: Case Management system for police force

Case Management

System

System Administration

Management Information &

Reporting

In Field Mobile Data Capture &

Logging

In-Field Operations

Management

In Field Item Tagging

Analysis Processes

Management

Item Storage Management

• Automated work-flow from field to court• Minimisation of data entry errors• Improved resource management &

efficiency• Traceability – field to court


Concept Design Using QFD Case Study

Run a series of ‘Voice of the Customer’ Workshops to:

‒ Confirm the scope of the system, its key components, processes and stakeholders (Customers and Suppliers) using the SIPOCProcess

‒ Confirm & Prioritise key Stakeholder Critical to Quality (CTQ) Characteristics for the Mobile Devices

Approach

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https://cdn.filestackcontent.com/1Z2ToJIYTxulTucC5H3p

Can you translate the goals (high level needs) to CTQs (specific requirements, measurable)? See example

https://cdn.filestackcontent.com/1Z2ToJIYTxulTucC5H3p


Derive and prioritise the associated Design Requirements using the Quality Function Deployment Process

Approach

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https://www.lucidchart.com/blog/qfd-house-of-quality

Can you think of what might be the requirements?

https://www.lucidchart.com/blog/qfd-house-of-quality


Approach

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https://mraduurzaam.nl/wp-content/uploads/2018/11/Roadmap.jpg

requirements using the Technology Road Map

Design a Mobile Device System – ensuring this meets immediate and ‘likely’ future requirements using the Technology Road Map

http://magdalene-project.org/marketing-roadmap-example/

What key elements would you put in a technology road map for a mobile device system?

https://mraduurzaam.nl/wp-content/uploads/2018/11/Roadmap.jpg

http://magdalene-project.org/marketing-roadmap-example/

Requirements and Design Optimisation Overview

Contract Award Development


…and correlated them –negative correlations are risks

They built the relationship field (strong, medium, weak or no relationship) – gives visual traceability

They assessed newness/ complexity i.e. further risks, 3 = complex/new

..with the result the Solution Architect sees solution requirements plus priorities on a page

Supplier Design Team – Develop System-Level QFD 1

Supply team systematically identified Design Requirements (Functional & Non-Functional) that deliver CTQs

Adapted from: Stansfield, K, Cole, J, ‘The Use of QFD and Technology Road Mapping to Develop a Mobile Data Collection System’, 20th QFD Symposium, Santa Fe, New Mexico, Oct 2008


A hierarchy of QFDs produced for major sub-systems e.g. mobile data capture

Each matrix encapsulates key requirements for the Solution design team

Each matrix high-lights major risks for the programme/risk manager

The matrix provides a visual traceability matrix for the requirements/quality manager

The benchmark areas (not shown) gives the sales/ business team where Sales points are

QFD2 Created for Mobile Device & Its Integration



Technology Road Map created at start of project to identify what other products/ technologies might be relevant to customer programme and when:

– Which current/ upcoming COTS solutions would address requirements

– What current programme dependencies impacted?

– What other capabilities might options satisfy?

– What must the solution integrate with i.e. system constraints and when?

– What alternatives exist and when?

Alternative options identified on a Technology Road Map




• Design Solutions created in response to

• Prioritised design requirements from QFD

• Design concepts drawn from traditional ‘solution space’ and a Technology Road Map

• Team identified creative ideas from related field – ‘future soldier’ captured on TRM

Design Concepts: Combined output of QFD & TRM

Customer Proposed Options Potential Solutions from TRM

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Design Options Robust Laptop

Laser Projection Glasses

Digital Pen

Digital Pen: Best Design – meets all needs!

Concept Convergence – Pugh Matrix

Stake-holder Need Priority

Priority Needs from QFD



Disbelief – not what they expected

Denial – solution so different to their proposed solution

Confusion – how could we respond to new requirements so quickly?

Anger – ‘they must be guessing & must be wrong, they took one month, we took two years!’

Acceptance – they couldn’t deny the traceability or commercial sense

Delight

– operating model unchanged,

– data captured electronically eliminating data transfer operation and errors,

– Time-stamped hard copy captured simultaneously without printer!

– traceability to operators established (NEW needs uncovered)

– no additional equipment for operators and

– procurement costs reduced to 7% of original – customer solution!

Customer Response




What can we learn from the case study?

Reflections

Reflective practice (RP) is

critical and deliberate inquiry

into professional practice in

order to gain a deeper

understanding of oneself,

others, and the meaning that

is share among individuals. This

can happen during practice and

after the fact, and can either

be done alone or with others

(Forrester, 2010; Peters,

1991 Schön, 1983)

https://spielverlagerung.com/wp-content/uploads/sites/2/2018/03/Reflective-Practice.png

https://spielverlagerung.com/wp-content/uploads/sites/2/2018/03/Reflective-Practice.png


QFD & Pugh Matrix – facilitates:– Customer and stakeholder engagement

– Customer business requirements & value at core of system design process

– Traceability to architecture and design optimisation

– Visibility & engagement

– Early risk identification

– Sales points identified

– Systematic Communication across all supply chain functions

TRM– Design and integration context

– Future proofing

– System Integration issues made visible

– Accelerates design review and decision making

Summary

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Akao, Y., Mazur, H.E (Ed), ‘Quality Function Deployment (QFD): Integrating Customer Requirements into Product Design, Productivity Press, 3 Nov 2004


Recommended Reading


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Thank you for listening! Any questions?

System Engineering Concepts and Processes

12 concept design using qfd case study mobile data

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