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Quality Function Deployment(QFD

)

DIPTENDU BASU EXECUTIVE MBA (2012-14) PRN NO - 001

Technical Story
Imagine that two engineers within the same company are working on two different components of a car sunroof simultaneously but separately.  The “insulation and sealing” engineer develops a new seal that will keep out rain, even during blinding rainstorm .  The “handles, knobs, and levers” engineer is working on a simpler lever that will make the roof easier to open.

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the combination of heavier roof (due to the increased insulation) and lighter lever means that the driver can no longer open the sunroof with one hand Hopefully.As it turns out.Technical Story-cont. the problem will be detected in prototype testing before the car is put into production. 3 . one or both components will need to be redesigned. Could such problems be avoided if engineers worked in teams and shared information? Probably not! Even in design teams. there is no guarantee that all decisions will be coordinated.    The new lever is tested and works well with the old seal. Neither engineer is aware of the activities of the other . None of these alternatives is pleasant and they all involve considerable cost. cars already produced will need to be reworked and cars already sold will have to be recalled. At that point. Otherwise.

between engineering and production.Technical Story-cont. Such a process is called Quality Function Deployment. and between production and the worker In a nutshell. a structured process is needed that will translate the voice of the customer to technical requirements at every stage of design and manufacture. Similar communications are needed between the customer and marketing.     A formal method is thus needed for making sure that everyone working on a design project knows the design objectives and aware of the interrelationships of the various parts of the design. between marketing and engineering. 4 .

QFD-A Brief History  Originally developed in Japan in the late 1960s by -Dr Shigeru Mizuno -Yoji Akao Now widely used not only in Japan but in Europe and the US This was in response to the growing success of the Japanese industry during the 1970s 5   .

QFD-Definition  A planning tool used to fulfill customer expectations A tool used to translate customer requirements to engineering specifications Is a link between customers-design engineerscompetitors-manufacturing   6 .

those characteristics are translated into details about the processes within the organization that will generate the product or service. It emphasizes thoroughly understanding what the customer wants or needs. 7 . Finally. Then those customer wants are translated into characteristics of the product or service.Definition-cont.  A structured process for planning the design of a new product or service or for redesigning an existing one.

QFD-PURPOSE  Regarded as an important tool to: -improve quality -reduce manufacturing costs -increase organization capabilities -to make the organization more competitive .develop products that better fulfills users’ needs 8 .

reduction in design changes .expensive corrections and redesigns are eliminated    Promotes teamwork -inputs are required from all facets of an organization Provides documentation -database serves as a valuable source for future designs Increases in market share 9 .fewer customer complaints  Reduces implementation time .defines requirements into basic needs .Benefits of QFD  Improves customer satisfaction .

QFD-Some Problems  Misinterpretation -mistaking product characteristics for customer requirements -often the answers given by customers are difficult to classify as needs  Time and resource often seen as additional workload -costly. the planning stage may take longer -  Constraints -investment in training & market research and use of key functional representatives -makes high demands on already stretched personnel resources 10 .

Part Development Phase III.QFD Process  Phase I.Product Planning Phase II.Production Planning 11 .Process Planning    Phase IV.

A Series of Connected QFD Houses Product characteristics Customer requirements A-1 Product characteristics Part characteristics Process planning Process characteristics Parts development Part characteristics Product planning A-2 Process characteristics A-3 Operations A-4 Operating Planning 12 .

Phase I.Product Planning (House of Quality)  Translate customer requirement into product technical requirements to meet their needs.  13 . Links user requirements to product attributes.

Part Development  Translate technical requirements to key part characteristics or systems. Subsystems broken down into critical part characteristics  14 .Phase II.

Relates single subsystems with production processes (critical step)  15 .Phase III.Process Planning  Identify key process operations necessary to achieve key part characteristics.

training plans to control operations.Production Planning (Process Control)  Establish process control plans. Define quality control steps to follow.  16 .Phase IV. maintenance plans.

QFD  Goal = • The house of quality is used as a tool to meet customer demands and understand customer requirements 17 .

EXAMPLE MAKE A QFD FOR AN ELECTRIC IRON 18 .

House of Quality Importance 5 Trade-off matrix 3 Design characteristics 1 Customer requirements 4 Relationship matrix 2 Competitive assessment 6 Target values 19 .

Competitive Assessment of Customer Requirements Competitive Assessment Customer Requirements Presses quickly 9 1 2 B A 3 X 4 5 Removes wrinkles Irons well Doesn’t stick to fabric Provides enough steam Doesn’t spot fabric Doesn’t scorch fabric Heats quickly Easy and safe to use Automatic shut-off Quick cool-down Doesn’t break when dropped 8 6 8 6 9 6 3 3 5 AB X AB X AB A XB X X AB B A B X BA X A ABX X A B Doesn’t burn when touched Not too heavy 20 5 8 AB X X .

+ + + + + - Automatic shutoff Number of holes Size of soleplate Weight of iron Size of holes .+ + + + Doesn’t break when dropped Doesn’t burn when touched Not too heavy 21 + + + + .+ + + + + + + + + + + + - + + + .+ + + + + + + .From Customer Requirements to Design CharacteristicsRequirements Customer Presses quickly Removes wrinkles Irons well Doesn’t stick to fabric Provides enough steam Doesn’t spot fabric Doesn’t scorch fabric Heats quickly Easy and safe to use Automatic shut-off Quick cool-down Protective cover for soleplate Time required to reach 450º F Time to go from 450º to 100º Material used in soleplate Flow of water from holes Energy needed to press Thickness of soleplate - .

Completed House of Quality SS = Silverstone MG = Mirorrglide T = Titanium 22 .

THANK YOU 23 .