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Quality FunctionDeployment

House of Quality

HoQ

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Pings Pencil Factory

ISO 9001:2008

Welcome to the Customer Focus where

We listen to you to make it write!

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Focus Group School Children- Group 2

Marketing- Group 1

Engineering- Group 3

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Tools Brainstorming- Data collection Questioning- Data Collection

Ranking- Measurement Affinity Diagram- Analysis

Matrix- Analysis

Key quality characteristics

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School Children Brainstorm

Post it notes Pencils

Accessories

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Marketing Develop questions

Challenge answers Question why

Clarify

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Engineering Specifications

Measurable Meaningful

Practical Characteristics

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Team Activities Children-generate requirements

Marketing- generate questions

Engineering- generate qualitycharacteristics

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Structure Customer

Needs Organize needs Prioritize needs Assign weights-based on VoC

Tools-Affinity Diagram Ranking

Marketing

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Affinity DiagramSafety Reliability Appearance CostsDoesnt Splinter

Non-toxic

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Important Customers often tell us what we should do-not Whatthey need.

Categorize their words- needs are found inunderlying suggestions

Revealed-Expected-Exciting(Marketing)

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TransitionAt the conclusion of this session youwill be able to:

Define the terms QFD, VOC, HoQ

Describe the key components of HoQ

Name 3 tools used to build HoQ

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Background Yoji Akao

House of Quality - HoQ

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Define QFD Planning and decision making How does it relate to

Customers Leadership

Employee empowerment; quality culture

Suppliers

Continuous Improvement

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Voice of the Customer

Voice of the Designer

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HoQ Voice of the customer

Whats- entered on left hand room

Importance ratings Scale 1-5

Tools- interview, observation, survey

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Competitive Analysis Quantify customer priorities

Perception of existing products

Compare ours to theirs

Right side- Planning RoomTool -Survey

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HoQ Voice of the engineer

Hows- to respond to customer needs Attic- vertical

QC- quality characteristics Measureable, meaningful, practical

characteristics

Tool- Brainstorming and Affinity Diagram

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Correlate Requirements Interrelationships

Conflicts or Supports

Intersection of Hows and Whats To what degree does How fulfill What?

Strong=9 Moderate=3 Weak=1

Tool Correlation Matrix (Engineering) Relationship Room

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Benefits of QFD

Time Efficient

Customer Focus

Team Approach

Living Document

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Customer Information Feedback

Input

22

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Facts 1 Billion US each year John Steinbeck 60 per day

East of Eden- >300 1812- William Munroe (cabinetmaker)

Thoreau- mixture of graphite & clay (hardness)

1872- 1stEraser tip pencil

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HoQ Review Using cut outs- buildhouse

Labeleach piece with descriptor Numbereach piece by sequence

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House of Quality

Trade-off matrix

Designcharacteristics

Customer

requirements

Target values

Relationship

matrix

Competitive

assessment

Importance

1 2

3

4

5

6

Figure 3.7

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Prepared and PresentedCarol Smalley 50%

Sandra Darby 50%

Thanks for your attention and

PARTICIPATION 100%

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References Begovich, B. (1996). Quality function deployment. Todays Management Methods., 169-183. Ermer, D. S., (1995). Using QFD becomes an educational experience for students and faculty.

Quality Progress,131-136.

Goetsch, D.L., & Davis, S.B. (2010). Quality management for organizational excellence: Introduction to total

quality. Upper Saddle River, NJ: Pearson Education, Inc.

Jiang, J.C., Shiu, M.L., & Tu, M.H., (2007). QFDs evolution in Japan and the West. Quality Progress, 30-37.

Paryani, K., Masoudi, A., & Cudney, E., (2010). QFD application in the hospitality industry: a hotel case study.

Quality Management Journal, 17, 7-28.

Additional information: http://www.qfdonline.com/qfd-tutorials/

http://www.qfdonline.com/qfd-tutorials/http://www.qfdonline.com/qfd-tutorials/http://www.qfdonline.com/qfd-tutorials/http://www.qfdonline.com/qfd-tutorials/