1.) What is QFD?

Quality Function Deployment is a special method for making

customer need important components of the design and production of
the product or service. It is developed by japanese quality expert Dr.
Yoji Akao. One of the benefit of using this method is that all
functional departments of the organization are involved from day one
which is primary objective to implement TQM. Main focus of QFD is
to achieving customer satisfaction and using customer’s need and
wants and guide them to follow on processes that create a product
which customer will purchase and use. It is one type system that
involve customer part of team that designs the product. It involves:
 Identifying customer need know as “ voice of customer”.
 Identifying the product attributes that will most satisfy the
VOC.
 Establishing product development and testing targets and
priorities that will result in a product or service that satisfies the
VOC.
One of the great example of neglacting customer want is General
Motors. Over a 50 years ago they ignore customer wants which
leads them to bankruptcy.Main part of QFD is set of interrelated
matrices known as the House of Quality. it is mainly made up of a
six submatrices shown in figure.

customer needs planning matrix

technical interrelationships
requirements matrix

correlation
design targets
matrix

FIG. 5.1.1 QFD’s House Of Quality

How my company doing this?

FIG. 5.1.2 OVERVIEW OF QFD PROCESS(image by myself:- vraj patel)

In my company there is a specific culture which is never satisfy with

previous product. Which means my company continously try to improve
the product from the previous one. Even we recognized the process as the
best one we try to continual improvement.
As a company we ask our customer for feedbacks and ask them for What
is needed in process improvement. Then from that data Quality
Management department starts works on it and define the VOC in
technical terms. After that they create whAT-HOW MATRIX and decide
different parameters. And then they do industry surveys by different
methods for customer benchmarking. After that they perform solution
benchmarking with help of data available in different types of forums and
journals. Then they deside technical characterstics because some time we
have to compromize with cost of product when we looking for good
quality material. After that they finall define the specification for the
upcoming process.

2.) Explain the WHATs in the QFD matrix?

The first step in building the HoQ is to determine which market
segments will be analyzed and identify who the customers are.
Determine requirements, that is, Voice of the Customer (VoC) through
marketing and market research activities. These requirements are
generally referred as “WHATs”. First room in HoQ lists these
“WHATs” of the various customer groups. Adjoin to each
requirement list relative importance that customer have assigned to
each corresponding requirements. The customer rates the importance
on the scale of 1 to 5, where 1 represents low importance and 5
represents the highest importance. Each stage of this process of
translation and providing a mechanism for communicating hidden
knowledge – knowledge that is known to one individual or department
but may not otherwise be communicated through the
organization. The structure of this methodology helps development
staff understand essential requirements, internal capabilities, and
constraints, and design the product to achieve the desired result – a
satisfied customer.
Here i listed steps to developing the set of customer needs(whats):-
a) Gathering customer needs input:- The reason for QFD is that the
maker should have a decent understanding of the needs of his
potential clients before any item or administration is planned to
increase the likelihood that the item or administration will be a
business sector achievement. The QFD team will constantly work
to figure out what potential customers might want to find out about
the item's properties and materials, and perhaps what they don't
care about our product.
b) Refining the Customer Needs Inputs: The first thing to do is to
collect customers data, the data are sorted according to customer
priorities. The main problem is that consumers have a lot of
different ideas and many of them are very good, some are poor,
and the volume of information is very high, and developers have a
hard time dealing with it.
c) Using the Affinity diagram:- Refining the large collection
of data into something that represents the essence of VOC is
done through the analysis techniques of the affinity diagram.
It gives structure to creative process by organizing ideas in a
way that allow them to be discussed, improved, and
interacted with by all the participants.
 Production lack of quality management
issue too old technology

Product too bulky

design Cannot handle high weight material

Product Only can do one work at a time

specification consumes more power

FIG.5.2.1 Example of Affinity Diagram in my company (Source by myself: vraj

patel)

d) Using Tree Diagram:- It will be used for simply to refine the

affinity diagram results to make the list the customers needs, or
WHATs that will be placed in the HOQ.

Satisfied product
Customer

Fix product
Fix production issue fix product design
specification

Use proper material Design that

Make
IMplement new Make from light or design that can consumes low
Impliment TQM multifunctional
technology material withstand high power but give high
product
weight efficiency

FIG 5.2.2 Example of Tree Diagram made in my company( source myself: vraj patel)
 e) Customer Importance:- Customer importance is usually based on
a scale of 1 to 5 with 5 being the highest priority. This information
is solicitedfrom customer sources, but unanimity in ranking by the
customers is unlikely, so the team has to do its best to evaluate and
assign priorities as they believe the aggregate of customers would.

Customer needs Customer

importance

Accuracy 5

Multifunctional 4

Light weight material 5

Less power consume 2

FIG 5.2.3 TABLE OF WHATS AND IMPORTANCE IN MY COMPANY ( SOURCE:

VRAJ PATEL)

3.) Explain HOWs in a QFD matrix.

The Technical Requirements room of the HOQ states how the
company intends to respond to each of the Customer Needs . It is
sometimes referred to as the voice of the company. At the beginning,
we must state that the technical requirements are not the product or
service's design specifications. Rather, they are features and
characteristics of a product that is perceived to meet the needs of the
customer. They can be measured in terms of achieving satisfactory
results. Some can be determined by weight, strength, speed, etc.
Others are or are not incorporated by a simple yes or no, such as a
desired feature, appearance, test, or material. The QFD group creates
the technical requirements through analysis and review with the
matrices used as guides for customer needs and preparation. The
group can use affinity or tree diagrams to create, sort, and rank criteria
similar to the development process of Customer Needs. The
distinction here is that the feedback is not from external consumers,
 but from within the company. This is achieved by successive tree
diagram nodes until the technical requirements have been established.

FIG 5.3.1 TREE DIAGRAM FOR DEVELOPING TECHNICAL REQUIREMENT IN MY COMPANY

( SOURCE:- VRAJ PATEL)

4.) Explain the 1 or 3 or 9 interrelationship values in QFD matrix

with actual example.
The numbers (1, or 3, or 9) or symbols in the interrelationships
matrix stand for the relationship between technical requirements
(HOWs) and the Customer Needs (WHATs). After the WHATs and
HOWs are examined of the HOQ, the results will be shown in the
interrelationship matrix, which links them. At each intersection cell of
the inter-relationship matrix the team must assess the degree of
relationship between the WHAT and the corresponding HOW. This is
usually done using scales of significance of 1 to 5 or 1 to 9, with the
higher number indicating a stronger relationship. Sometimes, these
numbers are entered, but often symbols are used. The point to
 remember is, we are only estimating the inter-relationship’s strength:
Is it strong, medium. Weak, or nonexistent?
There are several principles applied in the matrix's:

 In QFD, only about 15% of the interrelationship cells will show a

relationship between WHATs and HOWs.
 Every row and every column must have at least one entry.
 An empty column means that the HOW is not delivering value to the
customer needs.

An empty row indicates that the WHAT is not being addressed.

5.) Explain how you calculate the technical priorities in the design
target matrix with actual examples.

To determine the relative importance, or priorities, of each of the stated

Technical Requirements (HOWs) in meeting the Customer Needs
(WANTs), the QFD team simply multiplies each of the interrelationship
ratings of the technical requirement (0, 1, 3, or 9) from the
Interrelationship matrix, times the corresponding customer need’s Overall
Weighting value in the Planning matrix; and then sums the columns.
To calculate the technical priorities in the design target matrix, we need
to calculate the planning matrix first. 
Improvement Factor = {(Planned CS Rating - Existing CS
Rating}*0.2}+1
And we also need to ask the customer to give an estimation of Sales point
at a range of 1 to 1.5 roughly. After that, we can calculate the Overall
Weighting by following formula:
Overall Weighting = Customer Importance * Improvement Factor * Sales
Point
The Percentage of Total Weighting is:
% of Total Weighting = (Overall Weighting / Sum of Overall weightings)
* 100
The rest of the % of Total Priority values are calculated and placed in a
row just below the Technical Priorities. This information is used by the
organization as guidance for the appropriate deployment of resources for
the project.
For example, the customer has given importance to WHAT#2 and
What#3 as 3 and 5 respectively. The particular technical requirement
HOW#3 have strong relationship with WHAT#2 and mediun relationship
with WHAT#3, then the absolute importance or priority for HOW#3 is
calculated as follows:

Importance = ∑(customer rating x relationship rating)

Importance = (3 x 9) + (5 x 4) = 27 + 20 = 47

6.)  Define statistical process control with actual examples

Everything done in the workplace is a process. All processes are affected

by multiple factors. For example, in the workplace a process can be
affected by the environment and the machines employed, thematerials
used, the methods (work instructions) provided, them measurements
taken, and the manpower (people) who operate the process—the Five
M’s. If these are the only factors that can affect the process output, and if
all of these are perfect—meaning the work environment facilitates quality
work; there are no misadjustments in the machines; there are no flaws in
the materials; and there are totally accurate and precisely followed work
instructions, accurate and repeatable measurements, and people who work
with extreme care, following the work instructions perfectly and
concentrating fully on their work—and if all of these factors come into
congruence, then the process will be in statistical control.
Statistical process control (SPC) is method of monitoring, controlling,
analyzing, and improving the process performance through application to
statistical methods. SPC applies methodology of plotting the performance
of process on the charts with calculated control limits. A control chart
helps in finding out whether the process is functioning within the limits
or not. Control charts are drawn in different manners, depending on the
quality parameters, which can vary and have to be controlled. There are
different control charts monitoring process variables and attributes.
According to SPC every process exhibit intrinsic variation which has to
be monitored and controlled to achieve desired level of quality.
Whenever the process has excessive variation, the control chart exhibit
respective situation is beyond control limits. The chart also exhibit the
trend of the performance so that corrective action can be taken before the
process gives undesirable results.

7.) Explain control charts for variables, with a simple mathematical

example.
The output of a process that is operating properly can be graphed as a
bell-shaped curve. The horizontal x -axis represents some measurement,
such as weight or dimension, and the vertical y -axis represents the
 frequency count of the measurements, that is, the number oftimes that
particular measurement value is repeated. The desired measurement value
is at the center of the curve, and any variation from the desired value
results in displacement to the left or right of the center of the bell. With
no special causes acting on the process, 99.73% of the process output will
be between the ;3 s limits. (This is not a specification limit, which may be
tighter or looser.) This degree of variation about the center is the result of
natural causes. Theprocess will be consistent at this performance level as
long as it is free of special causes of variation. When a special cause is
introduced, the curve will take a new shape, and variation can be
expected to increase, lowering output quality.
The Control Chart for variables can be calculated and drawn by the following
steps:

 Determine sampling procedure.

 Collect initial data of 100 or so individual data points in k subgroups of n
measurements.
 Calculate the mean (average) values of the data in each subgroup.
 Calculate hte data range for each subgroup.
 Calculate the average of the subgroups.
 Calculate the average of the subgroup ranges.
 Calculate the process upper adn lower control limits.
 Draw the control chart to fit the calcualted values.
 Plot the data on the chart.

Here I plot the example:-

FIG 5.7.1 DATA FOR CONTROL CHART ( SOURCE: VRAJ PATEL)

FIG 5.7.2 XBAR CHART (SOURCE: VRAJ PATEL)

 FIG 5.7.3 RCHART ( SOURCE:- VRAJ PATEL)

8.)  Explain control charts for attributes, with a simple mathematical

example .
Control  Charts development for variables are individual charts,
directly related graphs plotting the mean (average ) of samples over
time and the variation in each sample (R) over time.
The P-chart:- attributes data are concerned not with measurement but
with something that can be counted.
For example, The pen makers already have gotten their defective pens
down to 2% or less. If we pick it up from there, we will need several
subgroup samples of data to establish the limits and process average
for our chart. For attributes data, the subgroup sample size should be
larger. We need to have a sample size ( n ) large enough that we are
likely to include the defectives. Let’s use n = 100. We want the
interval between sample groups wide enough that if trends develop,
we will see them. If the factory makes 2,000 pens of this type per hour
and we sample the first 100 after the hour, in an 8-hour day we can
obtain eight samples. Three days of sampling will give us sufficient
data to construct our p -chart. After 3 days of collecting data, we have
the data shown in Figure 5.8.1 . To that data, we’ll apply the p –chart
formulas.
Fig 5.8.1 sample data for attribute chart ( source:- vraj patel)

Fig 5.8.2 p-chart ( source:- vraj patel)

9.)  Discuss and explain various continual quality improvement methods

and tools. 

1. The Kaizen Approach: This is Japanese concept of continual

incremental improvement. Kai means Change and "zen" means
good. Which literally means to make a change  for the better on a
continual, never -ending basis. The steps include
step 1: Straighten up: separate necessary from the unnecessary and
get rid of the unnecessary in such areas such as tools, work in
process, machinery
Step 2: Put things in order: put up such tools and material in their
proper place and keep them in order so that employees can always
find them
Step 3 Clean up: clean the whole work area so that work can
proceed in an efficient and problem-free manner
Step 4: Standardize: Standardized the first three steps
Step 5: Discipline: Careful adherence to the standardized procedure
should be maintained.

2. The Lean Approach: This concept is based on the Just-In -time

Toyota Production System (TPS) developed by the Toyota Motor
Corporation. A lean operation is one in which a better product is
developed or a better service is rendered.Basically, it involves the
removal of waste (which tend to hinder work progress) waste here
could be inventory waste, motion waste, overproduction waste,
defects waste waiting waste, and overprocessing waste. Lean is
about being flexible enough to get the right things  to the right
place, at the right time in the right amount. The tools and
techniques of Lean include the following: 5S, Self-inspection,
Poka-Yoke, Autonomation, Value stream mapping, Just in time,
Total productive maintenance, Point of Use storage and many
more.

The Six Sigma approach: The approach of Six sigma is an

innovative development which was developed from the concept of
Total quality movement. The purpose of six sigma is to increase
profitability, improve competitiveness, and success.Originally used
for  high-volume production settings like hospitals, manufacturing
settings, military and many more. Six Sigma if properly utilize will
achieve the following: Cost reduction, Productivity improvement,
Culture change, Customer retention, Market Share- growth and
Cycle-time reduction. 
The main concept of Six Sima is to Define, Measure, Analyze,
Improve and Control or otherwise known as the DMAIC Roadmap.
10.)  Explain the way control charts could be used for quality
improvements. 
Control Chart can be used by deploying the following process.
1. Preparation: This involves 3 stages where the SPC is ensured that
there will be a follow through and no resources will be wasted
midway, secondly, an SPC committee must be formed and the third
one is to train the SPC committee members on what needed to be done
2. Planning: It entail 4 steps which include objective setting,
identification the target process, operator and team involved should be
adequately trained and finally, repeatability and reproducibility of the
process should be ensured.
3. Execution phase. Here  a flowchart must be created that represents
the process, where elimination of the variations is eliminated and
controls are put into place, tracking of the change and trends of out-of-
limits data is monitored. 
Control Chart of all types; variable and attributes are all fundamental
tools or instrument for continual improvement. They provide alerts
when special causes are at work in the process, and they prompt
investigation and correction. When the initial special causes have been
removed and the data stay between the control limits, work can begin
on process improvement.As the process improvement are
implemented, the control charts will either ratify the improvement or
reveal the anticipated  results were not achieved. Ideally, once the
process is in statistical control, any change you put into it can be
linked directly to any shift in the subsequent data. You find out
quickly what works and what doesn't. Keep the favorable changes and
discard the desired change. 
 The needs of customers are not static; they are constantly changing. A
special feature of the product considered innovative today will only be
considered routine tomorrow. A product cost considered to be a deal
today is going to be too high for tomorrow to compete. The ever-
declining price for each new feature introduced in the personal
computer is a good case in this regard. The control diagram type
selection will be controlled by the type of information to be used. This
shows how control graphs can be used for changes in quality. So
whenever there is point which is above or below then the control
limits in the chart we can see that and we come to know that there is a
problem in that relevant point. So now we can fix that problem from
the charts. It is very helpful if you have such a large-scale organization
because you are unable to manually test that process for their control
requirements, so the control graph will let you know about the process
out of reach. My business is pursuing the same system exactly.
 SOCIAL NETWORKING ASSIGNMENT
1.)
Biden Calls For Boost In EV Production As Governors Urge Phase Out Of
Gas-Powered Vehicles

My point of view:- I think it is a good decision by american president to move

the world one step ahed using green energy. They should impliment this
technology before 2035. Because I think that the way pollution harming us its
become too late till 2035. That’s why they should consider this thing as an
emergency. And not only the america but all country over the world should
impliment this idea and innovate the technology for EV. TESLA is one the
leading company in this field and I think they can make it possible by 2030.

Sushil kumar’s view:- This is good decision to make world pollution free.
America can supply this technology to other countries which do not have this
technology. Government spending so much money in only production only. But
I think that government can also help in inovation and research for technolgy
finding in EV.

2.)

Wayne State University Offers Free Meal To Students Who Receive COVID-
19 Vaccine

My point of view:- I think organizations have to take this type of steps because
some people doesnot understand meaning of scarcity. In QUALITY
MANAGEMENT we called this as a Behavioural change process. And this is
one of the best example of this. Some days ago I read same kind of news from
india. In that, one of the leading bank in india offering higher interest rate on
FD’s who took covid vaccine. Some time in industry during some change
process we have to take this type of steps also.

Sushil kumar’s view:- I think this is very funny step with logical idea. Here we
can say that we have to take this type of steps because some people not aware
about the effect and need of vaccination. This type of behaviour is not tolerable
in Industrial world amd specially for quality management. Everyone hase some
responsiblities and they have to aware about that by themselves.
 3.)
Engineer, Mechanic Design DIY Kit to Turn Your Scooter Electric in 16 Hours 

My point of view:- I think this is one the technology which change the world.
Here in america less people has two –wheeler compare to india. In india, you
can see average every person has two wheeler. They all are running on gas.
Now ypu can imagine that how much affect this technology can impact in this
industry. We have to move towards to invent this kind of kit for cars also. By
this people can easily switch their vehicle to EV. Because they have to spent lot
of money to buy new EV.
Sushil kumar’ view:-
This kind of technology will be helpful for the asian countries where so many
people have this kind of vehicles. With this type of innovation we have to think
about electricity source also because in future due to Evs demand in electricity
will increase. So we have to find alternate option to produce green energy also.
Because in current time most of the energy are produced by nuclear plant or
thermal plants only.