Quality Function

Deployment
 History…
► 1972
► Japan
► Mitsubishi
 Toyota
continued
► 1977
20%
► 1979
38%
► 1982
61%
► 1984
 QFD - Definition

VOICE OF THE
CUSTOMER

+ QFD

= CUSTOMER
SATISFACTION
Quality Function Deployment
(QFD)

A technique designed to insure that

customer needs are focused on throughout
the new product project.
 House Of Quality (HOQ)

House of Quality forms the central tool for

QFD (Quality functional deployment). It is
utilized by a multi disciplinary team to
translate a set of customer requirements,
market research and benchmarking data
into prioritized engineering targets to be
met by a new product design.
 QFD process
► Step 1: Prepare customer requirements list
► Step 2: Prioritize customer requirements list
► Step 3: Translate Requirements to
quantifiable measures
 Continued…
► Step 4: Determine “How” Measurement
► Step 5: Prepare correlation matrix
► Step 6: Determine What and How
relationships
 Continued…
► Step 7: Determine design characteristics
importance
► Step 8: Evaluate current competitors
► Step 9: Identify benchmarks
 continued
►Step 10: Determine target
values
►Step 11: New design
evaluation
 The What's & How's
► What side
 Customer requirements/needs

► How side
 How to meet those needs
 2. The Planning Matrix
The complete planning matrix contains:
• Customer satisfaction – how existing
products fulfill their requirements
• Customer satisfaction for competitors’
products.
• Planned Satisfaction Rating – illustrates the
desired satisfaction of customer
requirements to be achieved by the new
product
 4. Interrelationship Matrix
Goal:
► To translate customer requirements into
technical requirements for the new product.

► Description
This section is the central portion of the House of Quality.
It can be very time of customer requirements and n is the
number of technical requirements. For each combination,
the QFD team must ask “How significant is technical
requirement A in satisfying customer requirement B?”
 5. Roof Matrix

The triangular “roof” matrix of the House of

Quality is used to determine the effects that
the technical requirements have on each
other. This is most important for identifying
engineering trade-offs.
Importance to the customer=1---------------10
Scale up factor (effort needed)=target value/product rating
Scale up factor =light weight rating /target value (4/3 =1.3)
Sale point= 1.0----2.0
Absolute weight= importance to customer*scale-up factor*sales point
Relative weight= 3*16+9*8+9*5+3*2+0*18+3*5+9*3= 213
Absolute weight= 9*8+1*5+9*5+9*2+9*7+3*5+3*3= 227
 QFD Requires:.

– Top management support and commitment.

– Must be viewed internally as an investment.
– Good functional integration.
– May work better if the team members have
a successful track record of working
together before.
Pros:
– Generates specific technical requirements
– Requirements are traceable
– Follows a repeatable, quantitative process
– Effectively translates Voice of the Customer
– Records rationale for each technical requirement
Cons:
– Time-consuming process– Data storage,
manipulation and maintenance costs
– Very dependent on customer requirement
gathering
– Inflexible to changing requirements; must
recalculate