quality function deployment and...

Quality Function Deployment and Specifications

C h r i s t o p h e r S a l d a n a , P h . D.W o o d r u f f S c h o o l o f M e c h a n i c a l E n g i n e e r i n gG e o r g i a I n s t i t u t e o f T e c h n o l o g yA t l a n t a , G e o r g i a , U S A

2

Identify types of customers

Identify and interpret customer needs

Define engineering requirements

Translate customer needs to engineering requirements using a house of quality (HOQ)

Use a HOQ to show relationships among customer needs and engineering requirements

Create a specifications list from engineering requirements and customer needs

Learning Objectives

2

3

airlines

passengers

flight attendants

pilots

ground crew

TSA

air traffic control

FAA

and many others.

Who is the Customer for this System?

4

Basic: Expected of assumed Typical of invisible products Functions of products

Performance: One dimensional Most market research

Excitement: Pleasant surprises or customer delights Unexpected

Three Types of Quality/Features

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Focus Groups One-on-One Interviews Lead Users Articulated Use Interviews Ethnography Empathic design Many others...

Customer needs are found by asking, observing, and testing

https://www.coolcamping.co.uk/features/35-the-rise-rise-of-inflatable-tents

Lin, J., and Seepersad, C., 2007, Empathic Lead Users: The Effects of Ex- traordinary User Experiences on Customer Needs Analysis and Product Rede- sign, ASME DETC Design Theory and Methodology Conference, Las Vegas, NV, ASME, New York, Paper No. DETC2007-35302.

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Customer needs are specific, positive, and solution-neutral (ish)

MIT OpenCourseWare: Thomas A. Roemer

9

Question Customer Statement Interpreted Need ImportanceTypical uses Independent use by student Operable by person with

disabilities (must) 4

Likes Portable, Mobile Auditory sound provided when page is

turned Adjustable stand for different book sizes

Portable Signals when performing desired

actions Adjusts to different book sizes

(good) 3

Dislikes Used so much that we wore it out Heavy Need consistent page turning

Lightweight Repairable by staff Easily replaceable parts Predictable page turning Low failure rate Long mean time between failures

(good) 3 (good) 3 (must) 4 (must) 4 (should) 2

Suggested Improvements

Built in delay for multiple button pushes Be able to turn newspaper pages Be able to turn scrapbook pages Multiple students can share

Turns variety of page types Accounts for accidental, repeat

button pushes Operable by multiple persons

(should) 2 (good) 3 (must) 4

Customer Needs (e.g., Page Turner)

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Linking Customer Needs to Specifications

Engineering Requirements and Specifications Translate Voice of the Customer to Technology

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QFD is a design planning tool: for translating customer needs into appropriate product development

requirements that identifies the significant item on which to focus time, product

improvement efforts and other resources

QFD enables: the identification of important issues and items the identification of trade-offs and synergies

Quality Function Deployment (QFD)

Supplier SupplierCustomer Customer

QFD

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Effect of QFD on Performance

HOQ Images from: Hauser, J.R., and D. Clausing, The House of Quality, Harvard Business Review, May/June 1988, pp. 63-73.

Changes = Money Earlier Changes = Less Money Spent

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Design tool for coordinating design efforts towards goods customers WANT

House of quality (HOQ) is part of QFD Focus on quality and customer needs across the design process

and across corporate boundaries

Guide design priorities based on customer needs and competitive benchmarking

Over 70% of US companies use QFD (Ford, Xerox, Toyota )

House of Quality (HOQ)

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Customer desires (qualitative)Not tied to product/conceptExample:

portable

House of Quality (HOQ)

Product performance (quantitative)~Not tied to product solutionsTESTABLE NOT A TESTSpecification is a:

Metric with Target Value & unitsmass < 0.1 kg volume < 250 cm3

Revised throughout design

Customer Needs Engineering Requirements and Specifications

HOQ

HOQ Translates Needs to Specifications

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House of Quality (HOQ) components

(4) CENTERMetrics vs.

Customer Needs (relationships)

(5) BOTTOMMetric Targets

(engineering specification targets)

(3) CEILINGMetrics

(for customer need fulfillment)

(1) LEFTWeighted Customer

Needs

(6) TOPConflicts & Synergies

(2) RIGHTCustomer

Perceptions(of products &

concepts)

direction of improvement

Customer needs Engineering metrics/requirements

Targets Direction of improvement Conflict/synergies

Relationship matrix Correlation matrix Alternative products

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Customer needs: These are the whats Assigned numerical importance 1-10

Engineering metrics/requirements: These are the hows Determine most important ones using RM Determine synergies/conflicts with CM

Relationship matrix (RM): Maps relationship between hows and whats Quantitative relationship levels - 1, 3 and 9

Correlation matrix (CM): Maps correlation between engineering requirements Strong positive, positive, negative, strong negative

House of Quality (HOQ) components

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Relationship Matrix in HOQ

Engi

neer

ing

Requ

irem

ents

Customer Requirements (Explicit and

Implicit) adju

stab

le r

ange

of d

imen

sion

s

forc

e on

the

page

rate

of w

ear

of c

ompo

nent

s

# sp

ecia

lty c

ompo

nent

s

# to

ols

need

ed to

rep

air

gran

ular

ity o

f pag

e tu

rnin

g co

ntro

l

erro

r ra

te in

pag

e tu

rnin

g

operable by person with disabilities

Portable/Mobile

Signals when performing desired actions

lightweight

repairable by staff

easily replaceable parts

num

ber

of a

ssem

bly

and

disa

ssem

bly

orie

erro

r in

alig

ning

par

ts

tole

ranc

e of

use

r-in

itate

d m

otio

ns

grip

forc

e re

quir

ed o

f ope

rato

r

tota

l mas

s

carr

ying

dim

ensi

ons

audi

tory

vol

ume

of s

igna

ls

mat

ch s

igna

ls w

ith u

ser

gene

rate

d ac

tion

inte

nsity

of v

isua

l sig

nals

predictable page turning

low failure rate

safely handles variety of reading materials

Direction of Improvement

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Correlation Matrix in HOQ

force on the page

tolerance of user-initated motions

grip force required of operator

total mass

carrying dimensions

auditory volume of signals

match signals with user generated actions

intensity of visual signals

mber of assembly and disassembly orientati

error in aligning parts

# specialty components

# tools needed to repair

granularity of page turning control

error rate in page turning

rate of wear of components

adjustable range of dimensions

+

erro

r ra

te in

pag

e tu

rnin

g

# to

ols

need

ed to

rep

air

gran

ular

ity o

f pag

e tu

rnin

g co

Column #

tole

ranc

e of

use

r-in

itate

d m

ot

grip

forc

e re

quir

ed o

f ope

rato

tota

l mas

s

rate

of w

ear

of c

ompo

nent

s

adju

stab

le r

ange

of d

imen

sio

forc

e on

the

page

carr

ying

dim

ensi

ons

audi

tory

vol

ume

of s

igna

ls

mat

ch s

igna

ls w

ith u

ser

gene

inte

nsity

of v

isua

l sig

nals

num

ber

of a

ssem

bly

and

disa

erro

r in

alig

ning

par

ts

# sp

ecia

lty c

ompo

nent

s

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Target Values for Engineering Requirements

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Determine how specific values for engineering requirements influence satisfaction of customer needs

Scientific studies Survey tests Focus groups Refer to standards organizations

(NIOSH, OSHA, NIST, ASTM, etc)

Coffee grounds example

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What Hot Taste Smell Stimulating Aesthetics Color Cost Grounds Not poisonous

(assumed)

HOQ Example (e.g., Coffee)

How Serving temperature (Hot) Taste jury (Taste) Smell jury (Smell) Measure caffeine level

(Stimulating) Jury (Aesthetics) Color standard (Color) Price (Cost) Filter & weigh (Grounds) Lethal Dose LD 50 (Not

poisonous)

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Cup of Coffee House of Quality (Filled)

Matrix Weights Strong, = 9 Medium, = 3 Weak, = 1

The 181 from column 1 comes from:

The sum of the Absolute Importance row is:

The 0.27 in the first column of the Relative Importance row comes from:

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181 132 54 99 18 108 90 682+ + + + + + =

181682

0 2654 0 27= . .

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Look for: Blank rows unaddressed customer need Blank columns unimportant engineering

requirement Communication opportunities Sales Points competitors strengths/features Resolve or prioritize negative correlations Final correct targets Determining planned quality What design requirements to be deployed to

Phase II (Parts Deployment)

Analyzing and Diagnosing the HOQ

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Product planning What will it do? What will it look like?

Part deployment How will it do it?

Process planning How will we make it?

Production planning Develop details in how to make it.

4 Phases of QFD

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Product planning Close door easily Close fit

Part deployment Weather strip Latch

Process planning (W. Strip) Extrude

Production planning Temperature Pressure Speed

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4 Phases of QFD (e.g., Car Door)

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Summary QFD/HOQCustomer requirements Rank based on customer priority

Engineering requirements Must be measureable (e.g., engineering units), have

improvement direction and a target value Rate relationship to customer requirements Relate tradeoffs with other engineering reqs. Determine most important ones using calculation

Describing this figure in text Describe charts contents, not what the chart is itself! What is important for each set of data? Use numerical information from figure

See Ch. 2 in book for detail, templates online

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Specifications: metrics lead to solutions

http://oregonstate.edu/instruct/me480/Homework/W12/ME480HWTwoSols.html

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Linking Customer Needs to Specifications

Engineering Requirements and Specifications Translate Voice of the Customer to Technology

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Specifications: Performance/engineering requirements that product must meet or exceed.

Specifications sheet: Indicates changes to engineering requirements Indicates importance of the engineering requirement (demand or wish) Provides a quantifiable requirement (unit and value, or standard) Assigns responsibility Provides source justification (standard, calculation, report, survey, etc.)

Connection to HOQ / QFD

Specification List

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Specification List

Issued: Specification

for:

Page 1 Changes D/W Requirements Resp. Source

Replaces issue of

D = Demand W = Wish

Issued:

Specification

for:

Page 1

Changes

D/W

Requirements

Resp.

Source

Replaces issue of

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Geometry Size, height, breadth, length, diameter, space requirement, number, arrangement,

connection extensionKinematics

Type of motion, direction of motion, velocity, accelerationForces

Direction of force, magnitude of force, frequency, weight, load, deformation, stiffness, elasticity, stability, resonance

Energy Output, efficiency, loss, friction, ventilation, state, pressure, temperature, heating,

cooling, supply, storage, capacity, conversion

Specification List Checklist

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Material Physical and chemical properties of the initial and final product, auxiliary material, prescribed materials

(food regulations, etc.)

Signals Inputs and outputs, form, display, control equipment

Safety Direct safety principles, protective systems, operational, operator and environmental safety

Ergonomics Person-machine relationship, type of operation, cleanliness of layout, lighting, aesthetics

Production Factory limitations, maximum possible dimensions, preferred production methods, means of production,

achievable quality and tolerance


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Quality control Possibilities of testing and measuring, application of special regulations and

standardsAssembly

Special regulations, installation, siting, foundationsTransport

Limitations due to lifting gear, clearance, means of transport (height and weight), nature and conditions of dispatch

Operation Quietness, wear, special uses, marketing area, destination (for example, sulphurous

atmosphere, tropical conditions)


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Maintenance Servicing intervals (if any), inspection, exchange and repair, painting, cleaning

Recycling Reuse, reprocessing, waste disposal, storage

Costs Maximum permissible manufacturing costs, cost of tooling, investment and

depreciationSchedules End date of development, project planning and control, delivery date


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Requirement Target Value Resp. Test Source

Geometry

Range of book heights 3-12 in Donnell Measurements; book sample studies

Book study [1]

Range of book thicknesses 0.5-3 in Donnell Measurements; book sample studies

Book study [1]

Range of book widths 5-10 in Donnell Measurements; book sample studies

Book study [1]

Forces

Shear force on the page < 40g/m2 Telenko calculation; book sample studies

TAPPINewspaper [2]

Automated Page Turner Example

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House Of House Of House Of House Of House OfQuality #1 Quality #1 Quality #2 Quality #3 Quality #4

What How / What (#2) How / What (#3) How / What (#4) How

Cust. Req. Characteristic Feature Process Production

Hot Serving Temp. Water Temp. Water Speed ThermometerSmells Good Smell Jury Beans Origin Heater Output Flow ControlTastes Good Taste Jury Water Quality Brew Time TimerCheap Price Weight/Serving Brew Temp. Cleaning PlanGood Color Color Std. Fineness Of

Ground.Grind Setting Disposal Plan

(Raw, Brewed)Non-Poisonous Analysis Age Of Coffee Water SourceNo Grounds Filter/Weigh (Raw, Brewed) Filter Quality

Time To ServingReinitialize (Renew Filter, Grounds)

Entries in Houses of Quality From QFD Deployment are Sources Of Specifications

Coffee Example35

House Of

House Of

House Of

House Of

House Of

Quality #1

Quality #1

Quality #2

Quality #3

Quality #4

What

How / What (#2)

How / What (#3)

How / What (#4)

How

Cust. Req.

Characteristic

Feature

Process

Production

Hot

Serving Temp.

Water Temp.

Water Speed

Thermometer

Smells Good

Smell Jury

Beans Origin

Heater Output

Flow Control

Tastes Good

Taste Jury

Water Quality

Brew Time

Timer

Cheap

Price

Weight/Serving

Brew Temp.

Cleaning Plan

Good Color

Color Std.

Fineness Of Ground.

Grind Setting

Disposal Plan (Raw, Brewed)

Non-Poisonous

Analysis

Age Of Coffee

Water Source

No Grounds

Filter/Weigh

(Raw, Brewed)

Filter Quality

Time To Serving

Reinitialize

(Renew Filter,

Grounds)

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Issued:Specification

For: CUP OF COFFEE Page 1Changes D/W Requirements Resp. Source

Cup Of Coffee

EnergyHot

MaterialGood ColorNon-PoisonousNo Grounds

SafetyNon-Poisonous

SignalsGood ColorSmells GoodTastes Good

CostsCheap

Quality ControlGood ColorSmells GoodTastes Good

1st HoQ WHATs fromclass

Replaces Issue Of

Coffee Specifications #1

Issued:

Specification

For: CUP OF COFFEE

Page 1

Changes

D/W

Requirements

Resp.

Source

Cup Of Coffee

Energy

Hot

Material

Good Color

Non-Poisonous

No Grounds

Safety

Non-Poisonous

Signals

Good Color

Smells Good

Tastes Good

Costs

Cheap

Quality Control

Good Color

Smells Good

Tastes Good

1st HoQ WHATs from class

Replaces Issue Of

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Next Level Of Detail In Specs...







Time To ServingReinitialize (Renew Filter,Grounds)

House Of

House Of

House Of

House Of

House Of

Quality #1

Quality #1

Quality #2

Quality #3

Quality #4

What

How / What (#2)

How / What (#3)

How / What (#4)

How

Cust. Req.

Characteristic

Feature

Process

Production

Hot

Serving Temp.

Water Temp.

Water Speed

Thermometer

Smells Good

Smell Jury

Beans Origin

Heater Output

Flow Control

Tastes Good

Taste Jury

Water Quality

Brew Time

Timer

Cheap

Price

Weight/Serving

Brew Temp.

Cleaning Plan

Good Color

Color Std.

Fineness Of Ground.

Grind Setting


Non-Poisonous

Analysis

Age Of Coffee

Water Source

No Grounds

Filter/Weigh

(Raw, Brewed)

Filter Quality

Time To Serving

Reinitialize

(Renew Filter, Grounds)

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Issued:Specification

for: Cup Of Coffee Page 1Changes D/W Requirements Resp. Source

10/3/9510/3/95

10/3/95

10/3/95

10/3/95

Cup Of Coffee

Energy:Serving Temperature

Material:Color StdNon-PoisonousBrewed Coffee Should Yield Minimum Coffee

Grounds When FilteredSafety:

Non-PoisonousSignals:

Color StdSmells JuryTaste Jury

Costs:Minimize Price

Quality Control:Color StdSmells JuryTaste Jury

1st HoQ from class

NIST STDFDA1st HoQ from class

FDA

NIST STD1st HoQ from class

1st HoQ from class

NIST STD1st HoQ from class

Replaces issue of

Coffee Specifications #2: Hows?

Issued:

Specification

for: Cup Of Coffee

Page 1

Changes

D/W

Requirements

Resp.

Source

10/3/95

10/3/95

10/3/95

10/3/95

10/3/95

Cup Of Coffee

Energy:

Serving Temperature

Material:

Color Std

Non-Poisonous

Brewed Coffee Should Yield Minimum Coffee Grounds When Filtered

Safety:

Non-Poisonous

Signals:

Color Std

Smells Jury

Taste Jury

Costs:

Minimize Price

Quality Control:

Color Std

Smells Jury

Taste Jury

1st HoQ from class

NIST STD

FDA

1st HoQ from class

FDA

NIST STD

1st HoQ from class

1st HoQ from class

NIST STD

1st HoQ from class

Replaces issue of

39

Coffee Specifications #3: How Much?

40







TIME TOSERVINGREINITIALIZE (RENEWFILTER, GROUNDS)

Continue with Next Level of Detail in Specs

House Of

House Of

House Of

House Of

House Of

Quality #1

Quality #1

Quality #2

Quality #3

Quality #4

What

How / What (#2)

How / What (#3)

How / What (#4)

How

Cust. Req.

Characteristic

Feature

Process

Production

Hot

Serving Temp.

Water Temp.

Water Speed

Thermometer

Smells Good

Smell Jury

Beans Origin

Heater Output

Flow Control

Tastes Good

Taste Jury

Water Quality

Brew Time

Timer

Cheap

Price

Weight/Serving

Brew Temp.

Cleaning Plan

Good Color

Color Std.

Fineness Of Ground.

Grind Setting


Non-Poisonous

Analysis

Age Of Coffee

Water Source

No Grounds

Filter/Weigh

(Raw, Brewed)

Filter Quality

TIME TO SERVING

REINITIALIZE

(RENEW FILTER,

GROUNDS)

41

Summary Specification SheetElements List engineering requirements from HOQ Add other specifications that are useful Make sure specifications can be measured Do not specify specifications dependent on

design decisions, design choices come later!

Describing this figure in text Describe the contents, not the tool itself! What are critical specifications? Use numerical information from figure.

See Ch. 4 in book for detail, templates online

42

Identify types of customers

Identify and interpret customer needs

Define engineering requirements

Translate customer needs to engineering requirements using a house of quality (HOQ)

Use a HOQ to show relationships among customer needs and engineering requirements

Create a specifications list from engineering requirements and customer needs

Learning Objectives

42

Quality Function Deployment and SpecificationsLearning ObjectivesWho is the Customer for this System?Three Types of Quality/FeaturesCustomer needs are found by asking, observing, and testingCustomer needs are specific, positive, and solution-neutral (ish)Customer Needs (e.g., Page Turner)Linking Customer Needs to SpecificationsQuality Function Deployment (QFD)Effect of QFD on PerformanceHouse of Quality (HOQ)House of Quality (HOQ)House of Quality (HOQ) componentsHouse of Quality (HOQ) componentsRelationship Matrix in HOQCorrelation Matrix in HOQTarget Values for Engineering RequirementsHOQ Example (e.g., Coffee)Cup of Coffee House of Quality (Filled)Analyzing and Diagnosing the HOQ4 Phases of QFD4 Phases of QFD (e.g., Car Door)Summary QFD/HOQSpecifications: metrics lead to solutions Linking Customer Needs to SpecificationsSpecification ListSpecification ListSpecification List ChecklistSpecification List ChecklistSpecification List ChecklistSpecification List ChecklistAutomated Page Turner ExampleCoffee ExampleCoffee Specifications #1Next Level Of Detail In Specs...Coffee Specifications #2: Hows?Coffee Specifications #3: How Much?Continue with Next Level of Detail in SpecsSummary Specification SheetLearning Objectives

quality function deployment and...

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