Quality Function Deployment(QFD)

The Voice of the Customer

Ron SedlockASQ JacksonvilleEducation Chair

Phone: (352) 473-6095 (352) 473-6096E-mail: rsedlock@msn.comwww.thequalitycatalyst.com

Back to Basics

QFD in 15 minutes

• History

• The House of Quality

• The Voice of the Customer (VOC)

• Deploying the VOC

• Personal Use

What is QFD?

Quality Function Deployment is a design planning process driven by customer requirements.

1. QFD deploys “The Voice of the Customer” throughout the organization.

2. QFD uses planning matrices -- each called “The House of Quality”.

Voice of the Customer

Voice of the Designer

x = Design Trade-offs

Benchmarking

Reverse Engineering

Deploying the VOC

TechnicalRequirements

Cu

stom

erR

equ

irem

ents

ProductRequirements

Tec

hn

ical

Req

uir

emen

ts

ProcessRequirements

Pro

du

ctR

equ

irem

ents

ControlRequirements

Pro

cess

Req

uir

emen

ts

QFD - ASQ Meeting

Win

e in a b

ox

Screw

top b

ottle

Sp

ecial dietary n

eeds

Desserts on

table

“$2 wine”

“Dessert before dinner”

QFD - Audits

Mu

tual S

ched

ulin

g

Good

Ch

ecklist

Mak

e allowan

ces

Prioritize fin

din

gs

Keep

a sense of

prop

ortion

Good

format

Gives su

ggestions

Ob

jective Evid

ence

Solicit F

eedb

ack

“Don’t waste my time”

“Don’t nitpick”

“Give me a useful Report”

The Objectives of QFD

1. Determine the voice of the customer.

2. Examine the company’s response to this voice.

Coming Attractions

Next Month ---

α and β error

“Know your risks”