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ISO 9000 series QFD: Quality Function Deployment. Drivers for Quality Management. fundamental foundation for effective business practice is good customer-supplier relationships After WWII, increasing requirement for inspection of products and documentation of procedures - PowerPoint PPT Presentation
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02 February 2007 MATS324/iso9000-qfd.ppt
ISO 9000 series
QFD: Quality Function Deployment
02 February 2007 MATS324/iso9000-qfd.ppt
Drivers for Quality Management
• fundamental foundation foreffective business practice isgood customer-supplier relationships
• After WWII, increasing requirement for inspection of products and documentation of procedureso defence (US MIL-Q-9858a and NATO AQAP)o space (NASA QSR)o nuclear and power generation
02 February 2007 MATS324/iso9000-qfd.ppt
• At first, each customer would auditsuppliers practices and procedures
• need for a widely accepted single route to company-wide certification identified
• national standards for specific products define minimum specifications
Drivers for Quality Management
02 February 2007 MATS324/iso9000-qfd.ppt
BS 5750 (1979)
• United Kingdom in 1979: BS5750 - Quality Management and Systems
• developed to permit a company to document its commitment to quality and the standard of its quality systems.
02 February 2007 MATS324/iso9000-qfd.ppt
ISO 9000:1987 series• International Organisation for Standards
(ISO) adopted a series of quality standards, ISO 9000:1987
• based on BS5750
• strongly influenced by the US Department of Defence Military Standards (MILspecs).
• initial version was focused on quality control using retroactive checkingand corrective actions.
02 February 2007 MATS324/iso9000-qfd.ppt
ISO 9000:1994 series• ISO 9000 was revised in 1994
• greater emphasis on quality assurance via preventive actions.
• required evidence of compliance with documented procedures
• tended to create a significant volume of associated procedure("do it as you document it") manuals and bureaucracy.
02 February 2007 MATS324/iso9000-qfd.ppt
QS-9000
• Ford, Chrysler, General Motors and other automotive/truck manufacturers identified deficiencies in ISO9000:1994
• undertook a re-interpretation and extension to develop QS-9000
• additionally addressed continuous improvement, manufacturing capability and production part approval processes.
02 February 2007 MATS324/iso9000-qfd.ppt
ISO9000:2000 series
• moved towardsprocess performance metrics
• reduced the need fordocumented procedureswhere clear evidence existsthat the process is working well.
02 February 2007 MATS324/iso9000-qfd.ppt
ISO9000:2000 series• standards provide criteria for companies to
• "certify" their quality managemento recertification is required every three years
• achieve "registration" by third-party auditor.
• the systemo verifies practice and processeso provides objective 3rd party validationo enables benchmarking.
02 February 2007 MATS324/iso9000-qfd.ppt
ISO9000:2000eight quality management principles
oCustomer focus o Leadership o Involvement of people o Process approach o System approach to management oContinual improvement o Factual approach to decision making oMutually beneficial supplier relationships
02 February 2007 MATS324/iso9000-qfd.ppt
ISO9000:2000 series• Four primary
Quality Management Standards (QMS):o ISO 9000: QMS - Fundamentals and
Vocabulary (recommended reading) o ISO 9001: QMS - Requirements
(required standard) o ISO 9004: QMS - Guidance
for Performance Improvement (recommended reading)
o ISO19011: Guidelines on Quality and Environmental Auditing
02 February 2007 MATS324/iso9000-qfd.ppt
ISO9000:2000 structure
• Four major sectionsoManagement ResponsibilityoResource Managemento Product RealisationoMeasurement, Analysis and Improvement
• Divided into 21 elements
02 February 2007 MATS324/iso9000-qfd.ppt
ISO9000 structure I
Management Responsibility 1. management commitment
2. customer focus
3. quality policy
4. planning
5. administration
6. management review
02 February 2007 MATS324/iso9000-qfd.ppt
ISO9000 structure II
Resource Management 7. provision of resources
8. human resources
9. facilities
10.work environment
02 February 2007 MATS324/iso9000-qfd.ppt
ISO9000 structure III
Product Realisation 11. planning of realisation processes
12.customer-related processes
13.design and/or development
14.purchasing
15.production and service operations
16.control of measuring and monitoring devices
02 February 2007 MATS324/iso9000-qfd.ppt
ISO9000 structure IV
Measurement, Analysis and Improvement 17.planning
18.measurement and monitoring
19.control of nonconformity
20.analysis of data
21. improvement
02 February 2007 MATS324/iso9000-qfd.ppt
QMS costs
• costs of certification may be considerable.o Evans and Lindsay [page 137] suggest
• registration audit may cost US$10-40K• training and documentation of order of US$100K.
o recording of the activities of the companycan save money: the data used to
• inform individual changes• underpin continuous improvement programs• invaluable as evidence in the event of litigation
02 February 2007 MATS324/iso9000-qfd.ppt
Consequent upon ISO9000...• DuPont
o increased on-time deliveries from 70-90%o decreased cycle times from 15 to 1.5 dayso increased first-pass yields from 72 to 90%o reduced number of test procedures by 1/3.
• Toronto Plastics (Canada)o reduced defects/1000 from 150 to 15 in 1 year
• Delcor Homes (Michigan builder)o reduced correctable defect rates
from 27.4 to 1.7 in just two years.
02 February 2007 MATS324/iso9000-qfd.ppt
Quality Function Deployment
• A systematic method for transferring customer wants/needs/expectations into product and process characteristics
• Developed by Shigeru Mizuno (1910-1989) and Yoji Akao (b.1928) in Japan
02 February 2007 MATS324/iso9000-qfd.ppt
Quality Function Deployment
• Excellent tool for communication between cross-functional groups
• Provides a common basis foro Integrated Product Developmento Simultaneous Engineeringo Concurrent Engineering
02 February 2007 MATS324/iso9000-qfd.ppt
Quality Function Deployment
• QFD work divides into four partsomarket analysis to establish needs and
expectationso examination of competitors abilitieso identification of key factors for successo translation of key factors into product and
process characteristics
02 February 2007 MATS324/iso9000-qfd.ppt
Quality Function Deployment
• Conjoint Analysis (market survey)o potential customers asked to rank a
number of product conceptso important factors chosen by factorial design
with two levels(statistical design of experiments)
• Toyota halved design costs and reduced development time by 1/3 after starting to use QFD
02 February 2007 MATS324/iso9000-qfd.ppt
Quality Function Deployment
• Analysis of competitor products shouldo go on continuouslyo subject them to same scrutiny as own
company products
02 February 2007 MATS324/iso9000-qfd.ppt
Quality Function Deployment Product planning
o house of quality
Product designo parts deployment
Process designo process planning
Production designo production planning
02 February 2007 MATS324/iso9000-qfd.ppt
Quality Function Deployment
Cu
stomer A
ttribu
tes
Engineering Characteristics
House of Quality
Key P
rocess Op
erations
Production Requirements
Production Planning
Part C
haracteristics
Key Process Operations
Process Planning
En
gineerin
g Ch
aracteristics
Part Characteristics
Parts Deployment
02 February 2007 MATS324/iso9000-qfd.ppt
Quality Function Deployment
• Product planningowishes of customer transferred to producto evaluation of competitor productso identification of important properties
• Product designo choose best design to fulfil targetso identify critical parts and componentso further R&D if needed
02 February 2007 MATS324/iso9000-qfd.ppt
Quality Function Deployment
• Process designo critical parameters identifiedo process control/improvement methods set
• Production designo design instructions for productiono define measurements, frequency and tools
to be used
02 February 2007 MATS324/iso9000-qfd.ppt
Some URLs for QFD
• http://www.qfdi.org/• http://www.iti-oh.com/cppd/qfd/qfd_basics.htm• http://www.becker-associates.com/qfdwhatis.htm
• http://www.pardee-quality-methods.com/qfdis.html
• http://www.npd-solutions.com/qfd.html• http://www.icqfd.org/
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