quality function deployment and...
TRANSCRIPT
Quality Function Deployment and Specifications
C h r i s t o p h e r S a l d a n a , P h . D.W o o d r u f f S c h o o l o f M e c h a n i c a l E n g i n e e r i n gG e o r g i a I n s t i t u t e o f T e c h n o l o g yA t l a n t a , G e o r g i a , U S A
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Identify types of customers
Identify and interpret customer needs
Define engineering requirements
Translate customer needs to engineering requirements using a house of quality (HOQ)
Use a HOQ to show relationships among customer needs and engineering requirements
Create a specifications list from engineering requirements and customer needs
Learning Objectives
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3
airlines
passengers
flight attendants
pilots
ground crew
TSA
air traffic control
FAA
and many others.
Who is the Customer for this System?
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Basic: Expected of assumed Typical of invisible products Functions of products
Performance: One dimensional Most market research
Excitement: Pleasant surprises or customer delights Unexpected
Three Types of Quality/Features
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Focus Groups One-on-One Interviews Lead Users Articulated Use Interviews Ethnography Empathic design Many others...
Customer needs are found by asking, observing, and testing
https://www.coolcamping.co.uk/features/35-the-rise-rise-of-inflatable-tents
Lin, J., and Seepersad, C., 2007, Empathic Lead Users: The Effects of Ex- traordinary User Experiences on Customer Needs Analysis and Product Rede- sign, ASME DETC Design Theory and Methodology Conference, Las Vegas, NV, ASME, New York, Paper No. DETC2007-35302.
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Customer needs are specific, positive, and solution-neutral (ish)
MIT OpenCourseWare: Thomas A. Roemer
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Question Customer Statement Interpreted Need ImportanceTypical uses Independent use by student Operable by person with
disabilities (must) 4
Likes Portable, Mobile Auditory sound provided when page is
turned Adjustable stand for different book sizes
Portable Signals when performing desired
actions Adjusts to different book sizes
(good) 3
Dislikes Used so much that we wore it out Heavy Need consistent page turning
Lightweight Repairable by staff Easily replaceable parts Predictable page turning Low failure rate Long mean time between failures
(good) 3 (good) 3 (must) 4 (must) 4 (should) 2
Suggested Improvements
Built in delay for multiple button pushes Be able to turn newspaper pages Be able to turn scrapbook pages Multiple students can share
Turns variety of page types Accounts for accidental, repeat
button pushes Operable by multiple persons
(should) 2 (good) 3 (must) 4
Customer Needs (e.g., Page Turner)
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Linking Customer Needs to Specifications
Engineering Requirements and Specifications Translate Voice of the Customer to Technology
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QFD is a design planning tool: for translating customer needs into appropriate product development
requirements that identifies the significant item on which to focus time, product
improvement efforts and other resources
QFD enables: the identification of important issues and items the identification of trade-offs and synergies
Quality Function Deployment (QFD)
Supplier SupplierCustomer Customer
QFD
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Effect of QFD on Performance
HOQ Images from: Hauser, J.R., and D. Clausing, The House of Quality, Harvard Business Review, May/June 1988, pp. 63-73.
Changes = Money Earlier Changes = Less Money Spent
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Design tool for coordinating design efforts towards goods customers WANT
House of quality (HOQ) is part of QFD Focus on quality and customer needs across the design process
and across corporate boundaries
Guide design priorities based on customer needs and competitive benchmarking
Over 70% of US companies use QFD (Ford, Xerox, Toyota )
House of Quality (HOQ)
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Customer desires (qualitative)Not tied to product/conceptExample:
portable
House of Quality (HOQ)
Product performance (quantitative)~Not tied to product solutionsTESTABLE NOT A TESTSpecification is a:
Metric with Target Value & unitsmass < 0.1 kg volume < 250 cm3
Revised throughout design
Customer Needs Engineering Requirements and Specifications
HOQ
HOQ Translates Needs to Specifications
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House of Quality (HOQ) components
(4) CENTERMetrics vs.
Customer Needs (relationships)
(5) BOTTOMMetric Targets
(engineering specification targets)
(3) CEILINGMetrics
(for customer need fulfillment)
(1) LEFTWeighted Customer
Needs
(6) TOPConflicts & Synergies
(2) RIGHTCustomer
Perceptions(of products &
concepts)
direction of improvement
Customer needs Engineering metrics/requirements
Targets Direction of improvement Conflict/synergies
Relationship matrix Correlation matrix Alternative products
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Customer needs: These are the whats Assigned numerical importance 1-10
Engineering metrics/requirements: These are the hows Determine most important ones using RM Determine synergies/conflicts with CM
Relationship matrix (RM): Maps relationship between hows and whats Quantitative relationship levels - 1, 3 and 9
Correlation matrix (CM): Maps correlation between engineering requirements Strong positive, positive, negative, strong negative
House of Quality (HOQ) components
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Relationship Matrix in HOQ
Engi
neer
ing
Requ
irem
ents
Customer Requirements (Explicit and
Implicit) adju
stab
le r
ange
of d
imen
sion
s
forc
e on
the
page
rate
of w
ear
of c
ompo
nent
s
# sp
ecia
lty c
ompo
nent
s
# to
ols
need
ed to
rep
air
gran
ular
ity o
f pag
e tu
rnin
g co
ntro
l
erro
r ra
te in
pag
e tu
rnin
g
operable by person with disabilities
Portable/Mobile
Signals when performing desired actions
lightweight
repairable by staff
easily replaceable parts
num
ber
of a
ssem
bly
and
disa
ssem
bly
orie
erro
r in
alig
ning
par
ts
tole
ranc
e of
use
r-in
itate
d m
otio
ns
grip
forc
e re
quir
ed o
f ope
rato
r
tota
l mas
s
carr
ying
dim
ensi
ons
audi
tory
vol
ume
of s
igna
ls
mat
ch s
igna
ls w
ith u
ser
gene
rate
d ac
tion
inte
nsity
of v
isua
l sig
nals
predictable page turning
low failure rate
safely handles variety of reading materials
Direction of Improvement
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Correlation Matrix in HOQ
force on the page
tolerance of user-initated motions
grip force required of operator
total mass
carrying dimensions
auditory volume of signals
match signals with user generated actions
intensity of visual signals
mber of assembly and disassembly orientati
error in aligning parts
# specialty components
# tools needed to repair
granularity of page turning control
error rate in page turning
rate of wear of components
adjustable range of dimensions
+
erro
r ra
te in
pag
e tu
rnin
g
# to
ols
need
ed to
rep
air
gran
ular
ity o
f pag
e tu
rnin
g co
Column #
tole
ranc
e of
use
r-in
itate
d m
ot
grip
forc
e re
quir
ed o
f ope
rato
tota
l mas
s
rate
of w
ear
of c
ompo
nent
s
adju
stab
le r
ange
of d
imen
sio
forc
e on
the
page
carr
ying
dim
ensi
ons
audi
tory
vol
ume
of s
igna
ls
mat
ch s
igna
ls w
ith u
ser
gene
inte
nsity
of v
isua
l sig
nals
num
ber
of a
ssem
bly
and
disa
erro
r in
alig
ning
par
ts
# sp
ecia
lty c
ompo
nent
s
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Target Values for Engineering Requirements
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Determine how specific values for engineering requirements influence satisfaction of customer needs
Scientific studies Survey tests Focus groups Refer to standards organizations
(NIOSH, OSHA, NIST, ASTM, etc)
Coffee grounds example
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What Hot Taste Smell Stimulating Aesthetics Color Cost Grounds Not poisonous
(assumed)
HOQ Example (e.g., Coffee)
How Serving temperature (Hot) Taste jury (Taste) Smell jury (Smell) Measure caffeine level
(Stimulating) Jury (Aesthetics) Color standard (Color) Price (Cost) Filter & weigh (Grounds) Lethal Dose LD 50 (Not
poisonous)
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Cup of Coffee House of Quality (Filled)
Matrix Weights Strong, = 9 Medium, = 3 Weak, = 1
The 181 from column 1 comes from:
The sum of the Absolute Importance row is:
The 0.27 in the first column of the Relative Importance row comes from:
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181 132 54 99 18 108 90 682+ + + + + + =
181682
0 2654 0 27= . .
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Look for: Blank rows unaddressed customer need Blank columns unimportant engineering
requirement Communication opportunities Sales Points competitors strengths/features Resolve or prioritize negative correlations Final correct targets Determining planned quality What design requirements to be deployed to
Phase II (Parts Deployment)
Analyzing and Diagnosing the HOQ
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Product planning What will it do? What will it look like?
Part deployment How will it do it?
Process planning How will we make it?
Production planning Develop details in how to make it.
4 Phases of QFD
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Product planning Close door easily Close fit
Part deployment Weather strip Latch
Process planning (W. Strip) Extrude
Production planning Temperature Pressure Speed
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4 Phases of QFD (e.g., Car Door)
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Summary QFD/HOQCustomer requirements Rank based on customer priority
Engineering requirements Must be measureable (e.g., engineering units), have
improvement direction and a target value Rate relationship to customer requirements Relate tradeoffs with other engineering reqs. Determine most important ones using calculation
Describing this figure in text Describe charts contents, not what the chart is itself! What is important for each set of data? Use numerical information from figure
See Ch. 2 in book for detail, templates online
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Specifications: metrics lead to solutions
http://oregonstate.edu/instruct/me480/Homework/W12/ME480HWTwoSols.html
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Linking Customer Needs to Specifications
Engineering Requirements and Specifications Translate Voice of the Customer to Technology
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Specifications: Performance/engineering requirements that product must meet or exceed.
Specifications sheet: Indicates changes to engineering requirements Indicates importance of the engineering requirement (demand or wish) Provides a quantifiable requirement (unit and value, or standard) Assigns responsibility Provides source justification (standard, calculation, report, survey, etc.)
Connection to HOQ / QFD
Specification List
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Specification List
Issued: Specification
for:
Page 1 Changes D/W Requirements Resp. Source
Replaces issue of
D = Demand W = Wish
Issued:
Specification
for:
Page 1
Changes
D/W
Requirements
Resp.
Source
Replaces issue of
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Geometry Size, height, breadth, length, diameter, space requirement, number, arrangement,
connection extensionKinematics
Type of motion, direction of motion, velocity, accelerationForces
Direction of force, magnitude of force, frequency, weight, load, deformation, stiffness, elasticity, stability, resonance
Energy Output, efficiency, loss, friction, ventilation, state, pressure, temperature, heating,
cooling, supply, storage, capacity, conversion
Specification List Checklist
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Material Physical and chemical properties of the initial and final product, auxiliary material, prescribed materials
(food regulations, etc.)
Signals Inputs and outputs, form, display, control equipment
Safety Direct safety principles, protective systems, operational, operator and environmental safety
Ergonomics Person-machine relationship, type of operation, cleanliness of layout, lighting, aesthetics
Production Factory limitations, maximum possible dimensions, preferred production methods, means of production,
achievable quality and tolerance
Specification List Checklist
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Quality control Possibilities of testing and measuring, application of special regulations and
standardsAssembly
Special regulations, installation, siting, foundationsTransport
Limitations due to lifting gear, clearance, means of transport (height and weight), nature and conditions of dispatch
Operation Quietness, wear, special uses, marketing area, destination (for example, sulphurous
atmosphere, tropical conditions)
Specification List Checklist
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Maintenance Servicing intervals (if any), inspection, exchange and repair, painting, cleaning
Recycling Reuse, reprocessing, waste disposal, storage
Costs Maximum permissible manufacturing costs, cost of tooling, investment and
depreciationSchedules End date of development, project planning and control, delivery date
Specification List Checklist
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Requirement Target Value Resp. Test Source
Geometry
Range of book heights 3-12 in Donnell Measurements; book sample studies
Book study [1]
Range of book thicknesses 0.5-3 in Donnell Measurements; book sample studies
Book study [1]
Range of book widths 5-10 in Donnell Measurements; book sample studies
Book study [1]
Forces
Shear force on the page < 40g/m2 Telenko calculation; book sample studies
TAPPINewspaper [2]
Automated Page Turner Example
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House Of House Of House Of House Of House OfQuality #1 Quality #1 Quality #2 Quality #3 Quality #4
What How / What (#2) How / What (#3) How / What (#4) How
Cust. Req. Characteristic Feature Process Production
Hot Serving Temp. Water Temp. Water Speed ThermometerSmells Good Smell Jury Beans Origin Heater Output Flow ControlTastes Good Taste Jury Water Quality Brew Time TimerCheap Price Weight/Serving Brew Temp. Cleaning PlanGood Color Color Std. Fineness Of
Ground.Grind Setting Disposal Plan
(Raw, Brewed)Non-Poisonous Analysis Age Of Coffee Water SourceNo Grounds Filter/Weigh (Raw, Brewed) Filter Quality
Time To ServingReinitialize (Renew Filter, Grounds)
Entries in Houses of Quality From QFD Deployment are Sources Of Specifications
Coffee Example35
House Of
House Of
House Of
House Of
House Of
Quality #1
Quality #1
Quality #2
Quality #3
Quality #4
What
How / What (#2)
How / What (#3)
How / What (#4)
How
Cust. Req.
Characteristic
Feature
Process
Production
Hot
Serving Temp.
Water Temp.
Water Speed
Thermometer
Smells Good
Smell Jury
Beans Origin
Heater Output
Flow Control
Tastes Good
Taste Jury
Water Quality
Brew Time
Timer
Cheap
Price
Weight/Serving
Brew Temp.
Cleaning Plan
Good Color
Color Std.
Fineness Of Ground.
Grind Setting
Disposal Plan (Raw, Brewed)
Non-Poisonous
Analysis
Age Of Coffee
Water Source
No Grounds
Filter/Weigh
(Raw, Brewed)
Filter Quality
Time To Serving
Reinitialize
(Renew Filter,
Grounds)
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Issued:Specification
For: CUP OF COFFEE Page 1Changes D/W Requirements Resp. Source
Cup Of Coffee
EnergyHot
MaterialGood ColorNon-PoisonousNo Grounds
SafetyNon-Poisonous
SignalsGood ColorSmells GoodTastes Good
CostsCheap
Quality ControlGood ColorSmells GoodTastes Good
1st HoQ WHATs fromclass
Replaces Issue Of
Coffee Specifications #1
Issued:
Specification
For: CUP OF COFFEE
Page 1
Changes
D/W
Requirements
Resp.
Source
Cup Of Coffee
Energy
Hot
Material
Good Color
Non-Poisonous
No Grounds
Safety
Non-Poisonous
Signals
Good Color
Smells Good
Tastes Good
Costs
Cheap
Quality Control
Good Color
Smells Good
Tastes Good
1st HoQ WHATs from class
Replaces Issue Of
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Next Level Of Detail In Specs...
House Of House Of House Of House Of House OfQuality #1 Quality #1 Quality #2 Quality #3 Quality #4
What How / What (#2) How / What (#3) How / What (#4) How
Cust. Req. Characteristic Feature Process Production
Hot Serving Temp. Water Temp. Water Speed ThermometerSmells Good Smell Jury Beans Origin Heater Output Flow ControlTastes Good Taste Jury Water Quality Brew Time TimerCheap Price Weight/Serving Brew Temp. Cleaning PlanGood Color Color Std. Fineness Of
Ground.Grind Setting Disposal Plan
(Raw, Brewed)Non-Poisonous Analysis Age Of Coffee Water SourceNo Grounds Filter/Weigh (Raw, Brewed) Filter Quality
Time To ServingReinitialize (Renew Filter,Grounds)
House Of
House Of
House Of
House Of
House Of
Quality #1
Quality #1
Quality #2
Quality #3
Quality #4
What
How / What (#2)
How / What (#3)
How / What (#4)
How
Cust. Req.
Characteristic
Feature
Process
Production
Hot
Serving Temp.
Water Temp.
Water Speed
Thermometer
Smells Good
Smell Jury
Beans Origin
Heater Output
Flow Control
Tastes Good
Taste Jury
Water Quality
Brew Time
Timer
Cheap
Price
Weight/Serving
Brew Temp.
Cleaning Plan
Good Color
Color Std.
Fineness Of Ground.
Grind Setting
Disposal Plan (Raw, Brewed)
Non-Poisonous
Analysis
Age Of Coffee
Water Source
No Grounds
Filter/Weigh
(Raw, Brewed)
Filter Quality
Time To Serving
Reinitialize
(Renew Filter, Grounds)
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Issued:Specification
for: Cup Of Coffee Page 1Changes D/W Requirements Resp. Source
10/3/9510/3/95
10/3/95
10/3/95
10/3/95
Cup Of Coffee
Energy:Serving Temperature
Material:Color StdNon-PoisonousBrewed Coffee Should Yield Minimum Coffee
Grounds When FilteredSafety:
Non-PoisonousSignals:
Color StdSmells JuryTaste Jury
Costs:Minimize Price
Quality Control:Color StdSmells JuryTaste Jury
1st HoQ from class
NIST STDFDA1st HoQ from class
FDA
NIST STD1st HoQ from class
1st HoQ from class
NIST STD1st HoQ from class
Replaces issue of
Coffee Specifications #2: Hows?
Issued:
Specification
for: Cup Of Coffee
Page 1
Changes
D/W
Requirements
Resp.
Source
10/3/95
10/3/95
10/3/95
10/3/95
10/3/95
Cup Of Coffee
Energy:
Serving Temperature
Material:
Color Std
Non-Poisonous
Brewed Coffee Should Yield Minimum Coffee Grounds When Filtered
Safety:
Non-Poisonous
Signals:
Color Std
Smells Jury
Taste Jury
Costs:
Minimize Price
Quality Control:
Color Std
Smells Jury
Taste Jury
1st HoQ from class
NIST STD
FDA
1st HoQ from class
FDA
NIST STD
1st HoQ from class
1st HoQ from class
NIST STD
1st HoQ from class
Replaces issue of
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Coffee Specifications #3: How Much?
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House Of House Of House Of House Of House OfQuality #1 Quality #1 Quality #2 Quality #3 Quality #4
What How / What (#2) How / What (#3) How / What (#4) How
Cust. Req. Characteristic Feature Process Production
Hot Serving Temp. Water Temp. Water Speed ThermometerSmells Good Smell Jury Beans Origin Heater Output Flow ControlTastes Good Taste Jury Water Quality Brew Time TimerCheap Price Weight/Serving Brew Temp. Cleaning PlanGood Color Color Std. Fineness Of
Ground.Grind Setting Disposal Plan
(Raw, Brewed)Non-Poisonous Analysis Age Of Coffee Water SourceNo Grounds Filter/Weigh (Raw, Brewed) Filter Quality
TIME TOSERVINGREINITIALIZE (RENEWFILTER, GROUNDS)
Continue with Next Level of Detail in Specs
House Of
House Of
House Of
House Of
House Of
Quality #1
Quality #1
Quality #2
Quality #3
Quality #4
What
How / What (#2)
How / What (#3)
How / What (#4)
How
Cust. Req.
Characteristic
Feature
Process
Production
Hot
Serving Temp.
Water Temp.
Water Speed
Thermometer
Smells Good
Smell Jury
Beans Origin
Heater Output
Flow Control
Tastes Good
Taste Jury
Water Quality
Brew Time
Timer
Cheap
Price
Weight/Serving
Brew Temp.
Cleaning Plan
Good Color
Color Std.
Fineness Of Ground.
Grind Setting
Disposal Plan (Raw, Brewed)
Non-Poisonous
Analysis
Age Of Coffee
Water Source
No Grounds
Filter/Weigh
(Raw, Brewed)
Filter Quality
TIME TO SERVING
REINITIALIZE
(RENEW FILTER,
GROUNDS)
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Summary Specification SheetElements List engineering requirements from HOQ Add other specifications that are useful Make sure specifications can be measured Do not specify specifications dependent on
design decisions, design choices come later!
Describing this figure in text Describe the contents, not the tool itself! What are critical specifications? Use numerical information from figure.
See Ch. 4 in book for detail, templates online
42
Identify types of customers
Identify and interpret customer needs
Define engineering requirements
Translate customer needs to engineering requirements using a house of quality (HOQ)
Use a HOQ to show relationships among customer needs and engineering requirements
Create a specifications list from engineering requirements and customer needs
Learning Objectives
42
Quality Function Deployment and SpecificationsLearning ObjectivesWho is the Customer for this System?Three Types of Quality/FeaturesCustomer needs are found by asking, observing, and testingCustomer needs are specific, positive, and solution-neutral (ish)Customer Needs (e.g., Page Turner)Linking Customer Needs to SpecificationsQuality Function Deployment (QFD)Effect of QFD on PerformanceHouse of Quality (HOQ)House of Quality (HOQ)House of Quality (HOQ) componentsHouse of Quality (HOQ) componentsRelationship Matrix in HOQCorrelation Matrix in HOQTarget Values for Engineering RequirementsHOQ Example (e.g., Coffee)Cup of Coffee House of Quality (Filled)Analyzing and Diagnosing the HOQ4 Phases of QFD4 Phases of QFD (e.g., Car Door)Summary QFD/HOQSpecifications: metrics lead to solutions Linking Customer Needs to SpecificationsSpecification ListSpecification ListSpecification List ChecklistSpecification List ChecklistSpecification List ChecklistSpecification List ChecklistAutomated Page Turner ExampleCoffee ExampleCoffee Specifications #1Next Level Of Detail In Specs...Coffee Specifications #2: Hows?Coffee Specifications #3: How Much?Continue with Next Level of Detail in SpecsSummary Specification SheetLearning Objectives