Quality Function Deployment (QFD)

• Adalah suatu proses menetapkan keinginan pelanggan

• QFD berkaitan dengan  menetapkan apa yang memuaskan
pelanggan , menterjemahkan keinginan pelanggan.
• Langkah awal adalah membuatkan sebuah rumah mutu /rumah
kualitas (house of quality )
• harus diketahui apakah yang diinginkan konsumen  survey
pasar
• apa yang disyaratkan produsen.
• Keinginan pelanggan dihubungkan dengan persyaratan yang
ditetapkan produsen  menemukan besaran koefisien korelasi
QFD House of Quality
Interrelationships
Customer
importance
How to satisfy
ratings
customer wants

What the Relationship

customer matrix
wants

Target values Weighted

rating
Technical
evaluation
Membangun rumah kualitas
• Mengidentifikasi keinginan pelanggan
• Mengidentifikasi bagaimana produk dapat memuaskan keinginan
pelanggan
• Hubungan keinginan pelanggan  membangun matriks
• Mengidentifikasi hubungan (tinggi, rendah) antara berapa
perusahaan  atap rumah kualitas
• Mengembangkan peringkat kepentingan
• Mengevaluasi peringkat kepentingan
• Menentukan atribut teknis
 House of Quality Example

Your team has been charged with

designing a new camera for Great
Cameras, Inc.
The first action is
to construct a
House of Quality

© 2014 Pearson Education, Inc. 5-4

 House of Quality Example
Interrelationships

How to Satisfy
Customer Wants

Competitors
Analysis of
What the
Relationship
Customer
Matrix
Wants

Technical
Attributes and
Evaluation

What the
customer wants
Customer
importance
rating
(5 = highest)
Lightweight 3
Easy to use 4
Reliable 5
Easy to hold steady 2
High resolution 1

© 2014 Pearson Education, Inc. 5-5

 House of Quality Example
Interrelationships

How to Satisfy
Customer Wants

Competitors
Analysis of
What the
Relationship
Customer
Matrix
Wants

Technical
Attributes and
Evaluation
electricity requirementsLow

Aluminum components

High number of pixels

How to Satisfy

Ergonomic design
Customer Wants
Auto exposure
Auto focus

© 2014 Pearson Education, Inc. 5-6

 House of Quality Example
Interrelationships

How to Satisfy
Customer Wants

Competitors
Analysis of
What the
Relationship
Customer
Matrix
Wants

High relationship Technical

Attributes and
Evaluation

Medium relationship
Low relationship

Lightweight 3
Easy to use 4
Reliable 5
Easy to hold steady 2
High resolution 1

Relationship matrix
© 2014 Pearson Education, Inc. 5-7
 House of Quality Example
Interrelationships

How to Satisfy
Customer Wants

Competitors
Analysis of
What the
Relationship
Customer
Matrix
Wants

Technical
Attributes and
Evaluation

Relationships between
the things we can do

Low electricity requirements

Aluminum components

High number of pixels

Ergonomic design
Auto exposure
Auto focus

© 2014 Pearson Education, Inc. 5-8

 House of Quality Example
Interrelationships

How to Satisfy
Customer Wants

Competitors
Analysis of
What the
Relationship
Customer
Matrix
Wants

Technical
Attributes and
Evaluation

Lightweight 3
Easy to use 4
Reliable 5
Easy to hold steady 2
High resolution 1
Our importance ratings 22 9 27 27 32 25

Weighted rating

© 2014 Pearson Education, Inc. 5-9

 Interrelationships

How to Satisfy

House of Quality Example

Customer Wants

Competitors
Analysis of
What the
Relationship
Customer
Matrix
Wants

Technical
Attributes and
Evaluation

Company A

Company B
How well do competing
products meet customer
wants

Lightweight 3 G P
Easy to use 4 G P
Reliable 5 F G
Easy to hold steady 2 G P
High resolution 1 P P

Our importance ratings 22 5

© 2014 Pearson Education, Inc. 5 - 10

 Interrelationships

How to Satisfy

House of Quality Example

Customer Wants

Competitors
Analysis of
What the
Relationship
Customer
Matrix
Wants

Technical
Attributes and
Evaluation

Failure 1 per 10,000

Panel ranking
Target values
(Technical

2 circuits
attributes)

2’ to ∞
0.5 A

75%
Company A 0.7 60% yes 1 ok G
Technical
evaluation Company B 0.6 50% yes 2 ok F

Us 0.5 75% yes 2 ok G

© 2014 Pearson Education, Inc. 5 - 11
 House of Quality Example

Low electricity requirements

Aluminum components

High number of pixels

Ergonomic design
Auto exposure

Company A

Company B
Auto focus
Completed
House of Lightweight
Easy to use
3
4
G P
G P

Quality Reliable
Easy to hold steady
5
2
F G
G P
High resolution 1 P P
Our importance ratings 22 9 27 27 32 25

Failure 1 per 10,000

Target values

Panel ranking
(Technical
attributes)

2 circuits
2’ to ∞
0.5 A
75%
Company A 0.7 60% yes 1 ok G
Technical
evaluation Company B 0.6 50% yes 2 ok F
© 2014 Pearson Education, Inc. Us 0.5 75% yes 2 ok G 5 - 12
House of Quality Sequence
Deploying resources through the organization
in response to customer requirements

Quality
plan
Production
process

Production
Specific
House

process
components
4

components
House

Specific
Design
characteristics
3
characteristics

House
Design

2
requirements
Customer

House
1

Figure 5.4
Tetap semangat dan salam sehat