final - qfd presentation notes[3!21!10]
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Quality FunctionDeployment
House of Quality
HoQ
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Pings Pencil Factory
ISO 9001:2008
Welcome to the Customer Focus where
We listen to you to make it write!
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Focus Group School Children- Group 2
Marketing- Group 1
Engineering- Group 3
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Tools Brainstorming- Data collection Questioning- Data Collection
Ranking- Measurement Affinity Diagram- Analysis
Matrix- Analysis
Key quality characteristics
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School Children Brainstorm
Post it notes Pencils
Accessories
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Marketing Develop questions
Challenge answers Question why
Clarify
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Engineering Specifications
Measurable Meaningful
Practical Characteristics
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Team Activities Children-generate requirements
Marketing- generate questions
Engineering- generate qualitycharacteristics
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Structure Customer
Needs Organize needs Prioritize needs Assign weights-based on VoC
Tools-Affinity Diagram Ranking
Marketing
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Affinity DiagramSafety Reliability Appearance CostsDoesnt Splinter
Non-toxic
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Important Customers often tell us what we should do-not Whatthey need.
Categorize their words- needs are found inunderlying suggestions
Revealed-Expected-Exciting(Marketing)
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TransitionAt the conclusion of this session youwill be able to:
Define the terms QFD, VOC, HoQ
Describe the key components of HoQ
Name 3 tools used to build HoQ
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Background Yoji Akao
House of Quality - HoQ
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Define QFD Planning and decision making How does it relate to
Customers Leadership
Employee empowerment; quality culture
Suppliers
Continuous Improvement
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Voice of the Customer
Voice of the Designer
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HoQ Voice of the customer
Whats- entered on left hand room
Importance ratings Scale 1-5
Tools- interview, observation, survey
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Competitive Analysis Quantify customer priorities
Perception of existing products
Compare ours to theirs
Right side- Planning RoomTool -Survey
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HoQ Voice of the engineer
Hows- to respond to customer needs Attic- vertical
QC- quality characteristics Measureable, meaningful, practical
characteristics
Tool- Brainstorming and Affinity Diagram
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Correlate Requirements Interrelationships
Conflicts or Supports
Intersection of Hows and Whats To what degree does How fulfill What?
Strong=9 Moderate=3 Weak=1
Tool Correlation Matrix (Engineering) Relationship Room
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Benefits of QFD
Time Efficient
Customer Focus
Team Approach
Living Document
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Customer Information Feedback
Input
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Facts 1 Billion US each year John Steinbeck 60 per day
East of Eden- >300 1812- William Munroe (cabinetmaker)
Thoreau- mixture of graphite & clay (hardness)
1872- 1stEraser tip pencil
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HoQ Review Using cut outs- buildhouse
Labeleach piece with descriptor Numbereach piece by sequence
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House of Quality
Trade-off matrix
Designcharacteristics
Customer
requirements
Target values
Relationship
matrix
Competitive
assessment
Importance
1 2
3
4
5
6
Figure 3.7
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Prepared and PresentedCarol Smalley 50%
Sandra Darby 50%
Thanks for your attention and
PARTICIPATION 100%
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References Begovich, B. (1996). Quality function deployment. Todays Management Methods., 169-183. Ermer, D. S., (1995). Using QFD becomes an educational experience for students and faculty.
Quality Progress,131-136.
Goetsch, D.L., & Davis, S.B. (2010). Quality management for organizational excellence: Introduction to total
quality. Upper Saddle River, NJ: Pearson Education, Inc.
Jiang, J.C., Shiu, M.L., & Tu, M.H., (2007). QFDs evolution in Japan and the West. Quality Progress, 30-37.
Paryani, K., Masoudi, A., & Cudney, E., (2010). QFD application in the hospitality industry: a hotel case study.
Quality Management Journal, 17, 7-28.
Additional information: http://www.qfdonline.com/qfd-tutorials/
http://www.qfdonline.com/qfd-tutorials/http://www.qfdonline.com/qfd-tutorials/http://www.qfdonline.com/qfd-tutorials/http://www.qfdonline.com/qfd-tutorials/