QUALITY TOOLS &

TECHNIQUES–II
Q T T
QUALITY FUNCTION DEPLOYMENT:
HOUSE OF QUALITY
By: -
Hakeem–Ur–Rehman
MS–Total Quality Management
IRCA(UK) Lead Auditor QMS
MSc (Information & Operations Management)
IQTM–PU 1
 QFD: AN INTRODUCTION
 QFD was developed in Japan in the late 1960s by Professors
Shigeru Mizuno and Yoji Akao.

 The purpose of Professors Mizuno and Akao was to develop

a quality assurance method that would design customer
satisfaction into a product before it was manufacturered.
Prior quality control methods were primarily aimed at fixing
a problem during or after manufacturing.

 “Quality Function Deployment (QFD) is a methodology for

building the "Voice of the Customer" into product and
service design. It is a team tool which captures customer
requirements and translates those needs into characteristics
about a product or service”
 QFD: DEFINITION

 Yoji Akao’s definition of QFD is:

 “QFD is a method for developing a design
quality aimed at satisfying the consumer
and then translating the consumer’s
demands into design targets and major
Quality Assurance (QA) points to be used
throughout the production phase.”
 PHASES OF THE QFD
NOTES:
 “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

Correlation Matrix
(Hows vs. Hows)

Technical Specifications
(Hows) Whys
Relationship
Customer Matrix Customer Customer
Requirements Market
Importance Evaluation
(Whats vs. Hows”) Rating
(Whats)
(Whats vs. Whys)
Technical Competitive Evaluations
How muchs Target Goals
Degree of Technical Difficulty
Overall Importance Ratings
 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: EXAMPLE
HANDLEBAR STEMS FOR MOUNTAIN BIKES
 HOUSE OF QUALITY: AN EXAMPLE
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
1. Identify the Customer Requirements (WHATs)
 HOUSE OF QUALITY: AN EXAMPLE
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
2. Identify the Technical Requirements (HOWs)
 HOUSE OF QUALITY: AN EXAMPLE
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
3. Develop a Relationship Matrix Between WHATs & HOWs

Relationship between
Customer
Requirements and
Technical Descriptors
WHATs vs. HOWs

+9 Strong
+3 Medium
+1 Weak
 HOUSE OF QUALITY: AN EXAMPLE
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
4. Develop an Interrelationship (Correlation) Matrix Between HOWs

x = Design Trade-offs
 HOUSE OF QUALITY: AN EXAMPLE
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
5. a) Competitive Assessments (Customer Competitive Assessments):
 HOUSE OF QUALITY: AN EXAMPLE
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
5. b) Competitive Assessments (Technical Competitive Assessments):
 HOUSE OF QUALITY: AN EXAMPLE
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
6. Develop Prioritized Customer
Requirements
 Importance to
Customer
 Target Value
 Scale–Up Factor
 Sale Point
 Absolute Weight

Absolute Weight = (Importance to

Customer X Scale-Up Factor X Sales
Point)
 HOUSE OF QUALITY: AN EXAMPLE
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
7. Develop Prioritized
Technical Descriptors
 Degree of Difficulty
 Target Value
 Absolute Weight
 Relative Weight

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