QUALITY TOOLS & TECHNIQUES–II

By: -Hakeem–Ur–RehmanMS–Total Quality Management

IRCA(UK) Lead Auditor QMS MSc (Information & Operations Management)

IQTM–PU 1

TQ TQUALITY FUNCTION DEPLOYMENT:

HOUSE OF QUALITY

QFD: AN INTRODUCTION

QFD was developed in Japan in the late 1960s by ProfessorsShigeru Mizuno and Yoji Akao.

The purpose of Professors Mizuno and Akao was to developa quality assurance method that would design customersatisfaction into a product before it was manufacturered.Prior quality control methods were primarily aimed at fixinga problem during or after manufacturing.

“Quality Function Deployment (QFD) is a methodology forbuilding the "Voice of the Customer" into product andservice design. It is a team tool which captures customerrequirements and translates those needs into characteristicsabout a product or service”

QFD: DEFINITION

Yoji Akao’s definition of QFD is:

“QFD is a method for developing a designquality aimed at satisfying the consumerand then translating the consumer’sdemands into design targets and majorQuality Assurance (QA) points to be usedthroughout the production phase.”

PHASES OF THE QFDNOTES: “Design Attributes” are also called “Functional Requirements” “Component Attributes” are also called “Part Characteristics” “Process Operations” are also called “Manufacturing Processes” and The “Quality Control Plan” refers to “Key Process Variables.

HOWS

QFD:HOUSE OF QUALITY

Customer

Requirements

(Whats)

Relationship

Matrix

(Whats vs. Hows”)

Customer

Market

Evaluation

(Whats vs. Whys)

Degree of Technical Difficulty

Technical Specifications

(Hows)

Correlation Matrix

(Hows vs. Hows)

How muchs

Whys

Target GoalsTechnical Competitive Evaluations

Overall Importance Ratings

Customer

Importance

Rating

STEPS TO BUILD HOUSE OF QUALITY

1. Identify the Customer Requirements (WHATs)

2. Identify the Technical Requirements (HOWs)

3. Develop a Relationship Matrix Between WHATs & HOWs

4. Develop an Interrelationship (Correlation) Matrix Between HOWs

5. Competitive Assessments

Customer Competitive Assessments

Technical Competitive Assessments

6. Develop Prioritized Customer Requirements

Importance to Customer

Target Value

Scale–Up Factor

Sale Point

Absolute Weight

7. Develop Prioritized Technical Descriptors

Degree of Difficulty

Target Value

Absolute Weight

Relative Weight

HOUSE OF QUALITY: EXAMPLEHANDLEBAR STEMS FOR MOUNTAIN BIKES

HOUSE OF QUALITY: AN EXAMPLE

1. Identify the Customer Requirements (WHATs)

HANDLEBAR STEMS FOR MOUNTAIN BIKES

HOUSE OF QUALITY: AN EXAMPLE

2. Identify the Technical Requirements (HOWs)

HANDLEBAR STEMS FOR MOUNTAIN BIKES

HOUSE OF QUALITY: AN EXAMPLE

3. Develop a Relationship Matrix Between WHATs & HOWs

HANDLEBAR STEMS FOR MOUNTAIN BIKES

Strong

Medium

Weak

+9

+3

+1

Relationship between

Customer

Requirements and

Technical Descriptors

WHATs vs. HOWs

HOUSE OF QUALITY: AN EXAMPLE

4. Develop an Interrelationship (Correlation) Matrix Between HOWs

HANDLEBAR STEMS FOR MOUNTAIN BIKES

x = Design Trade-offs

HOUSE OF QUALITY: AN EXAMPLE

5. a) Competitive Assessments (Customer Competitive Assessments):

HANDLEBAR STEMS FOR MOUNTAIN BIKES

HOUSE OF QUALITY: AN EXAMPLE

5. b) Competitive Assessments (Technical Competitive Assessments):

HANDLEBAR STEMS FOR MOUNTAIN BIKES

HOUSE OF QUALITY: AN EXAMPLE

6. Develop Prioritized Customer

Requirements

Importance to Customer

Target Value

Scale–Up Factor

Sale Point

Absolute Weight

HANDLEBAR STEMS FOR MOUNTAIN BIKES

Absolute Weight = (Importance to Customer X Scale-Up Factor X Sales

Point)

HOUSE OF QUALITY: AN EXAMPLE

7. Develop Prioritized

Technical Descriptors

Degree of Difficulty

Target Value

Absolute Weight

Relative Weight

HANDLEBAR STEMS FOR MOUNTAIN BIKES

Absolute Weight = (9 X 8 + 1 X 5 + 9 X 5 + 9 X 2 + 9 X 7 + 3 X 5 + 3 X 3 = 227)

Relative Weight = (3 X 16 + 9 X 8 + 9 X 5 + 3 X 2 + 0 X 18 + 3 X 5 + 9 X 3=

213)

HOUSE OF QUALITY: AN EXAMPLE

HANDLEBAR STEMS FOR MOUNTAIN BIKES

QUESTIONS