Quality Control Assurance &

Reliability-A presentation for Quality Function Deployment & Quality Circle

Team Members:Chintan Singhvi 2011B2A4811PJalaj Chhabra 2011B2A4740PShashank Gupta 2011B4AB718PSachin Saxena 2011B1AB816P

Quality Function Deployment

“A process for determining customer

requirements (customer “wants”) and translating them into the attributes (the “hows”) that each functional area can

understand and act on.”

Quality Function Deployment

QFD was developed by Dr. Yoji Akao, in Japan in 1966.

QFD is designed to help planners focus on characteristics of a new or existing product or service.

It is done from the viewpoints of market segments, company, or technology-development needs.

The technique yields graphs and matrices.

Areas of application of QFD

QFD is applied in a wide variety of services, consumer products, military needs (such as the F-35 Joint Strike Fighter and emerging technology products. The technique is also used to identify and document competitive marketing strategies and tactics (see example QFD House of Quality for Enterprise Product Development, at right). QFD is considered a key practice of Design for Six Sigma (DFSS - as seen in the referenced roadmap). It is also implicated in the new ISO 9000:2000 standard which focuses on customer satisfaction.

House of Quality

“House of Quality is a part of Quality Function Deployment process that utilizes a planning matrix to relate customer “wants” to “how”

the firm is going to meet those “wants”. ”

House of Quality

House of Quality is a diagram, resembling a house, used for defining the relationship between customer desires and the firm/product capabilities.

It utilizes a planning matrix to relate what the customer wants to how a firm (that produces the products) is going to meet those wants.

It also is reported to increase cross functional integration within organizations using it, especially between marketing, engineering and manufacturing.

House of Quality

Its general format is made up of six major components:

customer requirements

technical requirements

a planning matrix

an interrelationship matrix

a technical correlation matrix

a technical priorities/benchmarks and targets section.

Basic design of House of Quality

Food Services: Pizza Catering(Dominos | Pizza Hut)

Product Development: The PIZZA

We know that pizza consists of many ingredients. Selection of ingredients depends upon the type of pizza customer wants. So, now we’ll enlist the basic ingredients required to make and cook pizza.

PizzaTomatoes

Olive Oil

Sausages

Onions Salt & Water

Cheese

Meat or Seafood

Bread Slices

Pizza Development Stages in a factory

Wants

•Find out what the customer wants...

•Winning orders can be achieved through these wants...

How

•Do we have ability to make product in accordance to the wants...

•How we would be able to do that?

Design

•Product specifications are designed and discussed...

•Final product through HOQ is designed and fabricated...

Test

•Final market test...

•Evaluation for the product... Successful?

Questionnaire- How Italian you are?

Questionnaire- How Italian you are?

Wants of a customer- A finding from the questionnaire

Good taste

Low price

Low fats and healthy

Appetizing appearance

Fresh and Hot delivery

Good texture

Questionnaire Scores

Good taste 6Low price 5Low fats and healthy 4Appetizing appearance 3Fresh and Hot delivery 2Good texture 1

Identify how the product will satisfy the customer’s wants

Delicious and Fresh toppings (sausages, meat, bread slices etc.)

Appropriate weight, size, shape, and thickness

Low fatty eatables (less cheese and/or yeast)

Optional eatables for taste and texture

Pizza Color

Variety and Density of toppings

“Hows”

Pizza color

Appropriate weight, size, shape and thickness

Low fatty eatables

Optional eatables for taste and texture

Delicious and Fresh toppings

Density of toppings

Identify relations between “hows”

Relationship Matrix

Develop importance ratings

This step is quite difficult and longer. In this step, first we’ll draw the relationship matrix between the “hows” and the “wants”.

Then we determine the importance ratings for our final work to be started.

Develop Importance Ratings

Low relationship (1)

Medium relationship (3)

High relationship (6)

Customer “wants”

Develop Importance Ratings

Pizza color 3 x 1 3App. Weight, size, etc. 6 x 6 + 3 x 3 45Low fatty eatables 6 x 4 + 3 x 2 30Optional eatables 5 x 1 + 3 x 2 11Delicious and Fresh toppings

3 x 1 + 3 x 3 12

Density of toppings 1 x 6 + 3 x 2 12

Evaluate Competing Services

In this step, we’ll compare features of competing products of other companies. For example, in market, we say two companies (Pizza Hut and Dominos) are competing for Pizzas.

So, we’ll first discuss and compare their pizzas to get a more comprehensive and detailed report about pizza catering service.

Evaluate Competing Services

G = goodF = fairP = poor

Final HOQ

Low relationship

Medium relationship

High relationship

G = goodF = fairP = poor

Conclusion

The following advantages of QFD can be clearly seen from our study-:

Customer driven  

The focus is on customers wants, not what the company thinks the customer wants.  The "Voice of the Customer" drives the development process.

Co-ordinated decision making

It helps organizations reach agreement on measurement systems and performance specifications that will meet customer requirements.

Competitive analysis

Other products in the marketplace are examined, and the company product is rated against the competition.

Prioritizing

It also prioritizes the steps that a business must take in order to satisfy the spoken and unspoken requirements of the customer.

CONCLUSION

Reduced development time    Careful attention to customer requirements reduces the risk

that changes will be required late in the project life cycle. Time is not spent developing insignificant functions and features.

Reduced development costs  The identification of required changes occurs early in the

project life cycle reduces development costs    Documentation   A knowledge base is built as the QFD process is

implemented.  A historical record of the decision-making process is developed.

CONCLUSION

Improves teamwork

QFD ensures that your organization's teams work together by focusing them on the same goal.

In essence, utilizing QFD helps businesses gain a competitive advantage.

References

Wikipedia (Wikipedia.org)

QFD Online (qfdonline.com)

QFD Capture (qfdcapture.com)

Google (google.com)

Encarta Encyclopedia (encarta.msn.com)

Britannica Online Encyclopedia (britannica.com)

QFD Institute (qfdi.org)

iSixSigma – House of Quality (isixsigma.com/tt/qfd)

Operations Management by Jay Heizer

Public State HOQ (public.iastate.edu/~vardeman/IE361/f01mini/johnson.pdf)

Stanford University (mml.stanford.edu/publications/1998/1998.WISC.QFD.Martin.pdf)

US Csuchi Corp. (www.csuchico.edu/~jtrailer/HOQ.pdf)

CIRI Orgn. (www.ciri.org.nz/downloads/Quality%20Function%20Deployment.pdf)

Thank you!

Team Members:

Chintan Singhvi 2011B2A4811P

Jalaj Chhabra 2011B2A4740P

Shashank Gupta

Sachin Saxena 2011B1AB816P