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Quality Function Deployment (QFD) : BITS Pilani

This document provides an overview of Quality Function Deployment (QFD) and the House of Quality (HOQ). It describes the 8 steps to build a HOQ, including identifying customers and their requirements, determining the importance of requirements, generating engineering specifications to meet requirements, relating requirements to specifications, setting targets for specifications, and identifying relationships between specifications. Markov modeling can also be used with QFD to model the relationships between customer requirements and technical measures. The benefits of QFD include being customer-driven, reducing time, promoting teamwork, and providing documentation.

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64 views

Quality Function Deployment (QFD) : BITS Pilani

This document provides an overview of Quality Function Deployment (QFD) and the House of Quality (HOQ). It describes the 8 steps to build a HOQ, including identifying customers and their requirements, determining the importance of requirements, generating engineering specifications to meet requirements, relating requirements to specifications, setting targets for specifications, and identifying relationships between specifications. Markov modeling can also be used with QFD to model the relationships between customer requirements and technical measures. The benefits of QFD include being customer-driven, reducing time, promoting teamwork, and providing documentation.

Uploaded by

bhattacharjeesomnath
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Quality Function Deployment

(Qfd)
BITS Pilani
Pilani Campus

Agenda
Introduction
QFD Benefits
House of Quality (HOQ)
QFD Steps to build HOQ
Conclusion

BITS Pilani, Pilani Campus

Introduction
Quality Function Deployment (QFD) is an approach to
design introduced in Japan in 1966 by Yoji Akao.
Definition: QFD is a very systematic and organized
approach of taking customer needs and demands in the
consideration when designing a new products and
services or when improving existing products and
services.

BITS Pilani, Pilani Campus

QFD Benefits

Customer driven
Reduces implementation time
Promotes teamwork
Provides documentation

BITS Pilani, Pilani Campus

House of Quality (HOQ)


Applying the QFD steps builds the house of quality.

How Vs. How

WHO
Who
Vs.
What

Wha
t

How

Now

What vs.
How

Now
Vs.
What

How much
BITS Pilani, Pilani Campus

QFD Steps
Step 1: Identify the customers: determine exactly WHO
they are.
Customers can be
internal or external to the
company.
For many products, the
most important
customers are the
consumers, the people
who will buy the product
and tell other consumers
about its quality (or lack
thereof).

How
Vs.
How
How

WHO

Who
Vs.
What

Wh
at

What vs.
How

Now

Now
Vs.
Wha
t

How much

BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956

QFD Steps
Step 2: Determine the customers requirements: WHAT do the
customers want?

Typically, as customer surveys show, the


consumers want a product that works as
it should, lasts along time, is easy to
maintain, looks attractive, and has many
features.
Typically, the production customer wants
a product that is easy to manufacture and
assemble, uses available resources, uses
standard parts and methods, uses
existing facilities, and produces a
minimum of scarps and rejected parts.
Typically, the marketing/sales customer
wants a product that meets consumers
requirements; is easy to package, store,
and transport; is attractive; and is suitable
for display.

How
Vs.
How
How

WHO

Who
Vs.
Wha
t

Wh
at

What vs.
How

No
w

No
w
Vs.
Wh
at

How much

BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956

QFD Steps
Step 3: Determine relative importance of the requirements:
WHO versus WHAT
Relative importance can be
evaluated by generating a
weighting factor for each
requirement.
Traditionally, the customers are
asked to rate each requirement on
a scale from 1 to 10.
A better method, the fixed sum
method, is to tell each customer
that they have 100 points to
distribute among the requirements.

How
Vs.
How
How

WHO

Who
Vs.
What

Wh
at

What vs.
How

Now

Now
Vs.
Wha
t

How much

BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956

QFD Steps
Step 5: Generate engineering specifications: HOW will the
customers requirements be met?
Engineering specifications
are the restatement of the
design problem in terms
of parameters that can be
measured and have
target values.
Parameters are
developed in this step and
the target values for these
parameters are
developed in step 8.

How
Vs.
How
How

WHO

Who
Vs.
What

Wh
at

What vs.
How

Now

Now
Vs.
Wha
t

How much

BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956

QFD Steps
Step 6: Relate customers requirements to engineering
specifications: HOW to measure WHAT?
This is the central part of HOQ.
How
Vs.
How
How

WHO

Strong relationship
Medium relationship
Weak relationship
Blank = no relationship

Who
Vs.
What

Wh
at

What vs.
How

Now

Now
Vs.
Wha
t

How much

BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956

QFD Steps
Step 7: Set engineering targets: HOW MUCH is good enough?
Target values are used to
evaluate the products ability
to satisfy customers
requirements.
Two actions:
1. To ascertain how the
competitors (step 4)
meets the engineering
specifications, and
2. To establish the targets
for the new product.

How
Vs.
How
How

WHO

Who
Vs.
What

Wh
at

What vs.
How

Now

Now
Vs.
Wha
t

How much

BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956

QFD Steps
Step 8: Identify relationships between engineering requirements:
How are the HOWs dependent on each other?
Engineering specifications may
be dependent on each other. It
is best to realize these
dependences early in the design
process.
Negative
(-1)
Strong negative (-3)
Strong positive
(9)
Positive
(3)

How
Vs.
How
How

WHO

Who
Vs.
What

Wh
at

What vs.
How

Now

Now
Vs.
Wha
t

How much

BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956

A Reduced HOQ Form


Correlat
ion
matrix

Customer
Requiremen
ts

Competitive
assessment

Relations
hip matrix

Importance
rating

Engineering
Characteristics

Target values

BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956

MARKOV MODELING AND QFD


A Markov chain model is commonly used to study the shortand long-run behavior of certain stochastic systems
Markov chain models assume that a system starts in an initial
state but the initial state will be changed over time
If the chain is currently in state si, then it moves to state sj at
the next step with a probability denoted by pij, and this
probability does not depend upon which states the chain was
in before the current state.

BITS Pilani, Pilani Campus

STEADY STATE PROBABILITIES


The probability that the system is in each state j no longer
depends on the initial state.
APPLICATION OF MARKOV MODEL IN QFD
Let us consider that the customer requirements which have
been found out are denoted by CR and the technical measures
are denoted as TM.
The relationship between identified WHATs and HOWs can be
STRONG (S), MEDIUM(M), WEAK(W) and NONE(N) each
having their respective weights as s, m, w and zero
respectively

BITS Pilani, Pilani Campus

Advantages of Markov Model in


QFD
The relationship and importance of technical measures is
obtained on a timely basis.
It helps the decision makers in absence of much information
and past experiences

BITS Pilani, Pilani Campus

Conclusion
The QFD technique ensures that the problem is well
understood.
The HOQ automatically documents and records the
evolution of the product design.
The HOQ is an excellent communication tool for the
design team.
The QFD technique can be applied at any of the design
phases.

BITS Pilani, Pilani Campus

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