04/19/23

House of Quality

Freshman Clinic II

(Based on a Lecture by Dr. K. Dahm in Fall Sophomore Clinic 2003)

04/19/23

Objective

After this presentation you will be able to:

Generate a list of customer attributes associated with a “quality” consumer product.

Construct a House of Quality to determine how customer attributes map into a set of specific engineering characteristics.

Develop a set of engineering specifications for a “quality” consumer product.

Le

ss Inp

ut F

orce

La

rge

me

cha

nica

l ad

van

tag

e

Pe

ak C

rush

ing

Fo

rce

Cle

ara

nce

We

igh

t

Cru

she

r stroke

Tra

nsm

ission

An

gle

Re

lative

Imp

orta

nce

S N S P

N

P

S P

S P

E a s y to c r u s h 8 S P S P S P S N S P

E a s y to p la c e 6 P P

E a s y to r e m o v e 6 P P

C a n d o e s n 't m o v e S P N N

C r u s h e s to s m a l l s iz e 8

In e x p e n s iv e

E a s y to c le a n 4 S P M P

W a ll m o u n ta b le 4 N

S a fe o p e r a t io n b y c h i ld r e n 8 S P N N

D o e s n 't b r e a k o r b e n d S P S N S N

D o e s n 't J a m P

E a s y to h a n d le P S P

C o m p a c t S P S P

C a n C r u s h e r H o u s e o f Q u a l i t y

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What is Quality?

“Quality. You know what it is, yet you don't know what it is. 

...some things are better than others, that is, they have more quality.  But when you try to say what the quality is, apart from the things that have it, there's nothing to talk about.  But if you can't say what quality is...how do you know that it even exists?  ...but for all practical purposes it really does exist.  Why else would people pay fortunes for some things and throw others in the trash pile?  Obviously some things are better than others...but what's the "betterness"? ...What the [heck] is

quality?  What is it?”

Zen and the Art of Motorcycle Maintenance

Robert Pirsig, 1974

04/19/23

Customer Attributes

“Beauty is in the eye of the beholder”

In terms of quality, we can restate this as follows:“Quality is in the eye of the customer”.

Customer Attributes (CA’s)What are the physical attributes that a customer might associate with a “quality” product?

Customer Attributes are:vaguesubjectivevary with individual based on personal values

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Customer AttributesAutomobile Door

Customer AttributesEasy to close from outside

Stays open on a hill

Easy to open from outside

Doesn’t kick back

Doesn’t leak in rain

No road noise

- 7

- 5

- 3

- 3

- 3

- 2

Importance

1-10

04/19/23

Engineering Characteristics

Engineering Characteristics(EC’s)What are the engineering characteristics responsible for creating the customer attributes associated with a “quality” product.

Engineering Characteristics are:

specific

technical

can either positively affect or negatively affect a CA

trade-off against one-another

04/19/23

Engineering CharacteristicsAutomobile Door

Energy to close door

Check force level ground

Check force 10o Slope

Door seal resistance

Road noise reduction

Water resistance

Engineering Characteristics- ft lb

- lb

- lb

- lb/ft

- db

- psi

Specific Measure

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CA’s vs. EC’s How are they related?

Roof:Engineering Trade-offs

Less Input Force

Large mechan

ical advantage

Peak C

rushing Force

Clearance

Weight

Crush

er stroke

Transm

ission A

ngle

Relative

Importan

ce

Easy to crush 8 SP SP SP SN SP

Easy to place 6 P P

Easy to remove 6 P P

Can doesn't move SP N N

Crushes to small size 8

Inexpensive

Easy to clean 4 SP MP

Wall mountable 4 N

Safe operation by children 8 SP N N

Doesn't break or bend SP SN SN

Doesn't Jam P

Easy to handle P SP

Compact SP SP

House of Quality

Room 1:Customer Attributes

Room 2:Engineering

Characteristics

Room 3:Relationship

Matrix

Room 4:Customer

Perceptions

Basement:Objective Measures

04/19/23

Automobile Door

04/19/23

House of Quality Exercises

FlashlightPortable Water Filter