Quality Function DeploymentQuality Function Deployment

(QFD)(QFD)

History…History…

• 19721972• JapanJapan• MitsubishiMitsubishi• Total Quality ManagementTotal Quality Management

continuedcontinued

• Valuable toolValuable tool• UnderusedUnderused• Fundamental to successFundamental to success

QFD - DefinedQFD - Defined

• A quality assurance tool for profit A quality assurance tool for profit and non-profit organizations aimed and non-profit organizations aimed at locating customer needs and at locating customer needs and transcending those needs into transcending those needs into product/service production stages, product/service production stages, ensuring that customer needs are ensuring that customer needs are delivered in the end. delivered in the end.

QFD – Purpose…QFD – Purpose…

• Translate consumer’s voice into Translate consumer’s voice into technical design requirementstechnical design requirements

• Determine & prioritize customer Determine & prioritize customer needsneeds

• Translate customer needs to product Translate customer needs to product design parametersdesign parameters

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• Coordinate efforts and skills of an Coordinate efforts and skills of an organization from a project’s organization from a project’s inception to its completioninception to its completion

• Ensure customer expectationsEnsure customer expectations• Avoid manufacturing catastropheAvoid manufacturing catastrophe

QFD can be used to:QFD can be used to:

• Reduce product development time Reduce product development time by 50%by 50%

• Cut start-up & engineering costs by Cut start-up & engineering costs by 30%30%

• Reduce time to marketReduce time to market• Reduce # of design changesReduce # of design changes

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• Lower reworkLower rework• Reduce facility’s Reduce facility’s

maintenance/operation costsmaintenance/operation costs• Improve qualityImprove quality

The Overall GoalThe Overall Goal

• Increase customer satisfactionIncrease customer satisfaction

=• Increase business successIncrease business success

House of QualityHouse of Quality

• QFD’s primary toolQFD’s primary tool• Arranges factsArranges facts• Forms relationshipsForms relationships• Measures successMeasures success

The What's & How'sThe What's & How's

• What sideWhat side– Customer requirements/needsCustomer requirements/needs

• How sideHow side– How to meet those needsHow to meet those needs

The House of QualityThe House of Quality

Nuts & BoltsNuts & Bolts

Nuts & Bolts…Nuts & Bolts…

• Step 1: Prepare customer Step 1: Prepare customer requirements listrequirements list

• Step 2: Prioritize customer Step 2: Prioritize customer requirements listrequirements list

• Step 3: Translate Requirements to Step 3: Translate Requirements to quantifiable measuresquantifiable measures

Continued…Continued…

• Step 4: Determine “How” Step 4: Determine “How” MeasurementMeasurement

• Step 5: Prepare correlation matrixStep 5: Prepare correlation matrix• Step 6: Determine What and How Step 6: Determine What and How

relationshipsrelationships

Continued…Continued…

• Step 7: Determine design Step 7: Determine design characteristics importancecharacteristics importance

• Step 8: Evaluate current Step 8: Evaluate current competitorscompetitors

• Step 9: Identify benchmarksStep 9: Identify benchmarks

continuedcontinued

• Step 10: Determine target valuesStep 10: Determine target values• Step 11: New design evaluationStep 11: New design evaluation

The House of QualityThe House of Quality

Real Life - requirementsReal Life - requirements

• College ClassroomCollege Classroom– SpaceSpace– SeatingSeating– SoundSound– AestheticsAesthetics– Ambience (air, temp., etc.)Ambience (air, temp., etc.)

House of QualityHouse of Quality

What This Means…What This Means…

• Increase company efficiencyIncrease company efficiency

• Decrease company costsDecrease company costs

• Increase customer satisfactionIncrease customer satisfaction

• In a nut shell, QUALITY is achieved.In a nut shell, QUALITY is achieved.

• QFD goes back to the principles of marketing; QFD goes back to the principles of marketing; i.e. discovering consumers needs and i.e. discovering consumers needs and delivering those needs to themdelivering those needs to them

ResourcesResources

• Russel, Roberta S. and Bernard W. Taylor III. Russel, Roberta S. and Bernard W. Taylor III. Operations Operations ManagementManagement. New Jersey: Prentice-Hall, 2000.. New Jersey: Prentice-Hall, 2000.

• Eldin, Neil. “A Promising Planning Tool: QFD.” Eldin, Neil. “A Promising Planning Tool: QFD.” Cost Cost EngineeringEngineering 44 (2002): 28-37. 44 (2002): 28-37.

• Lee, S.F. and Andrew Sai On Ko. “The Art of Business Lee, S.F. and Andrew Sai On Ko. “The Art of Business Management Strategies.” Management Strategies.” Managerial Auditing JournalManagerial Auditing Journal 15 (2000): 68-76.15 (2000): 68-76.

• Howell, David. “Making Wishes come True.” Howell, David. “Making Wishes come True.” Professional EngineeringProfessional Engineering 13 (9 Feb. 2000): 39. 13 (9 Feb. 2000): 39.