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tlatuani1000WELCOME TO LECTURE 6
Quality Function Deployment QFD
House of Quality (HOQ)
Lecture 6. Page 1 of 27
COURSE PERT CHART
Lecture 6. Page 2 of 27
Where we are
We have seen how to define the problem We have seen how to decompose it We have seen how to be creative We have seen how to evaluate solutions Now how can we improve on existing products? - What does the CUSTOMER want?
Lecture 6. Page 3 of 27
QFD:Definition
QFD stands for Quality Function Deployment. Derived from six Chinese/ Japanese characters: 1. Hin shitsu: Qualities, features or attributes 2. Ki no: function 3. Ten kai: deployment QFD:- systematic way for developing products based on the needs of the customer.
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History of QFD
Originally developed by Yoji Akao of Tokyo in 1966. First implemented at the Kobe Shipyard of Mitsubishi in 1972. Subsequently adopted by Toyota and other Japanese Firms. First QFD Training outside Japan at GM and Ford in 1972. Later by other companies around the world
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QFD : QUALITY FUNCTION DEVELOPMENT
GOAL:
Recognize the correlations between the customer requirements and the product characteristics Identify the product characteristics that affect specific customer requirements Recognize the correlations within the engineering characteristics
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QFD : QUALITY FUNCTION DEVELOPMENT Paper by Hauser and Clausing in Harvard Business Review 1988 prompted the introduction of the Japanese House of Quality into US companies. Quality:
Basic (unspoken, assumed) expected, typical Performance (spoken) one dimensional, market research results Excitement (unspoken, the customer does not know s/he wants it) pleasant, surprises or delights customer
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QFD
# design changes US Japan HOUSE OF QUALITY
Before
After
How/ How
How what
Howmuch
why what/ why
what/How How/ Howmuch
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QFD
House of Quality
++ ++ Goal-Conflicts 9 Engineering
... EC 1 EC 2
Ex.: 1-10
Ex.: 1-10
Characteristics 3
Competition compar. In
Customer
Weights 2
CorrelationMatrix 4
Points Strong relationship Medium relationship Weak relationship 9 3 1
Assessment 5
Targets6
techn. Competition compar. 7
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customer's view 8
CA 1 CA 2 ...
W1 W2 ...
Attributes 1
EXAMPLE
Caution: oversimplified! And only top level considered! Check publications
E. Characteristics
Engraving ability
Design / Color
Body material
Lead material
Competitor 1
Competitor 2
Our product 5 4 7 3 3 5
Erasor
Easy to erase Writes forever Feels good in hand Will not leak Not easy to lose Cost .....
5 10 5 4 1 5
1 3
9 9 9 9
.....
Customer Attributes
3 1 3 1 1
7 4 6 3 3 7
5 4 4 4 3 6
70 Priority
2
186
1
61
4
62
3
1
5
(ref. von Helbling Management)
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Goal 7 6 7 6 8 8
QFD Analysis
Potential for Use of a House of Quality Matrix Technique in Rehabilitation Engineering
by: Logan, G.D. & Radcliffe, D.F. IEEE Transactions on Rehabilitation Engineering
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Goal: Improve wheelchair seating to people with disabilities.
Acquired customer requirements through interaction with patients, and videotaped sessions. Case 1: improving controls on wheelchair Case 2: attaching oxygen tank to wheelchair
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Case 1 H.O.Q.
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Paper Conclusions
Case 1 results:
H.O.Q. provided accurate results. Top 3 ranked items lead to a successful product and had considerably higher totals than the remaining engineering features.
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QFD INTENTIONS
Cross Functional Teams Development of a new product , service, or process Refining an existing product , service, or process Team fills out a House of Quality Define the Voice Of the Customer rows on the left Define the Performance Measures columns on the top
Engineering Characteristics
Technical Quality Characteristics Quality Specifications Functional Requirements The Hows
Forces creative thinking and continual evaluation of progress
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Performance Measures Customer Needs
Features and Technologies Performance Measures
Parts Specifications
Parts Specifications
Using QFD to deploy the VOC throughout the development process One is not enough
Features and Technologies
Manufacturing Processes
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UNREALISTIC
Performance Measures Customer Needs
Initial HOQ takes 2 - 6 days to complete
Features and Technologies Performance Measures
40 - 60 columns 15 - 20 rows
Parts Specifications
Eager to get to design Substitute a design matrix for second house 80 - 90% of learning occurs in the initial HOQ
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Features and Technologies
Manufacturing Processes Parts Specifications
Lecture 6. Page 18 of 27
QFD software
QFD Capture (free evaluation download) http://www.gsm.mq.edu.au/cmit/ German, Excel,
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The House of Quality
Construction of the House of Quality (HOQ) is an initial step in launching Quality Functional Deployment (QFD). The HOQ provides a means to recognize correlation among customer requirements, engineering characteristics, part characteristics, process operations, and production requirements. Additionally, the HOQ can be used a tool for comparing existing and potential designs with the competitions designs. Findings from the HOQ can help groups develop targets and understand priorities and goals throughout the development process. In this exercise, 2 HOQs are considered: Voice of the Customer vs. Engineering Characteristics and Engineering Characteristics vs. Part Characteristics. The product at hand is a compressed air handheld pump commonly used for inflating bicycle tires. The first step in building the HOQs is to list the requirements and characteristics pertaining to the product. The table below lists the customer requirements, engineering characteristics, and part characteristics for the handheld pump.
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Requirements and Characteristics for HOQ
Customer Requirements Ergonomics Easy cartridge loading Easy to store Easy to carry Performance House unpunctured cartridge Inflate road tires Inflate mountain bike tires Accommodate varying cartridge sizes Accommodate threaded or non-threaded cartridges Prevent freezing discharge of CO2 from cartridge Maintenance Readily available replacements Maintenance free Environment Be reusable Be recyclable Be safe in all sporting conditions Cost Competitive in market Engineering Characteristics Minimum trigger force assbly of valve body to container Accessible trigger location Convenient geometry Impact resistance Lightweight Compact construction Volume for 12-25gr cartridge Use of varying cartridge designs Operate in temp range 10F-120F Pressure to inflate 40-110 psi Compressed air retention Adapt to Sxx,Pxx needle valves Offer control of flow Over-pressure protection Part Characterisitics Trigger Lever length Lever stroke Material Cartridge housing Outside diameter Inside diameter Length Mass Interface w/ valve head Material Cartridge Safety Pressure relief Capacity (12-25g) Pressure (40-110 psi) Seal, cartridge to valve Material Nozzle Valve Stem Seat Threaded fitting
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HOQ1 CRs vs ECs
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HOQ1 CRs vs ECs
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HOQ1 ECs vs PCs
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Conclusion: Summary Value of QFD
Strengthens current development process - Clear targets defined early based on market/business demands - simultaneous focus on product and process technologies - key issues remain visible for prioritizing resource allocation - communication and teamwork are enhanced Desired output efficiently achieved - Products meet customer needs - Products provide a competitive edge
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Conclusions
Powerful tool to help you prioritize what to work on. Powerful tool to allow you to compare your product to the competitions products and target how to better satisfy the customer Weakness is lack of scientific basis. More heuristic method proven to help companies
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Presentations
Provide pertinent facts to busy people Be systematic: Carefully prepare
Analyze the audience State your objective Define your main message and support it
Introduction Body Conclusion
Watch presentation skills, do not distract Support your material with facts, references- Make sure they are correct Use professional language, no slang, no excessive acronyms Proper grammar, articulation, loudness Variety in pitch, rate, intensity Eye contact Watch for hesitations, filler words Stay on time Use appropriate number of visual aids, and make them good quality Use clear fonts (Arial), large size fonts (readable from back of room) Do not use distracting color Put the name of each presenter at the bottom of the slide REHEARSE!!!!!! You should not have to look back at the screen
Lecture 6. Page 27 of 27
