Upload
mogambo
View
1.112
Download
0
Tags:
Embed Size (px)
DESCRIPTION
Citation preview
Quality Function Deployment(QFD)
The Voice of the Customer
Ron SedlockASQ JacksonvilleEducation Chair
Phone: (352) 473-6095 (352) 473-6096E-mail: [email protected]
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
CustomerRequirements
ProductRequirements
TechnicalRequirements
ProcessRequirements
ProductRequirements
ControlRequirements
ProcessRequirements
QFD - ASQ Meeting
Wine in a
box
Screw top
bottle
Special dietary needs
Desserts on table
“$2 wine”
“Dessert before dinner”
QFD - Audits
Mutual Scheduling
Good Checklist
Make
allowances
Prioritize findings
Keep a
sense of
proportio
n
Good format
Gives suggestions
Objective Evidence
Solicit Feedback
“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”