Doan Qlcl In

7/30/2019 Doan Qlcl In

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VIETHANIT n mn hc

MC LC

MC LC............................................................................................1LI NI U.....................................................................................3PHN I: TNG QUAN V TRIN KHAI CHC NNG CHT

LNG-Quality function deployment (QFD).................................41.1. Lch s hnh thnh ...........................................................................................41.2. Khi nim...........................................................................................................51.3. c im............................................................................................................51.4. Li ch................................................................................................................61.5. Hn ch ca QFD..............................................................................................7

PHN II: NGUYN L HOT NG TRIN KHAI CHCNNG CHT LNG......................................................................8

2.1. C s l thuyt pht trin ng dng - Quality function deployment (QFD)8

2.1.1.Thit k. (Design).........................................................................................92.1.1.1. Xc nh trn th trng........................................................................92.1.1.2. Chn mt sn phm khi nim .............................................................92.1.1.3. Thit k sn phm .................................................................................92.1.1.4. Thit k sn xut (ni chung l m t ca giai on)............................9

2.1.2. Chi tit. (Details).......................................................................................102.1.3. Quy trnh. (Process)..................................................................................102.1.4. Sn xut. (Production)..............................................................................10

2.2. Ngi nh cht lng- House of Quality(HOQ)..............................................102.2.2. Yu cu khch hng( lng nghe ting ni ca khch hng)...................12

2.2.3. c tnh k thut.......................................................................................132.2.4. Ma trn tng quan (mi nh ca cht lng).......................................142.2.5. Mi quan h tng quan..........................................................................142.2.6. Tm quan trng cc thuc tnh khch hng...........................................152.2.7. La chn nhng c tnh k thut pht trin......................................15

2.3. Cc lnh vc ng dng ca trin khai chc nng cht lng- Qualityfunction deployment (QFD)...................................................................................16

2.3.1. Vn ti v truyn thng.............................................................................162.3.2. Ngnh in t............................................................................................162.3.3. Nhng h thng phn mm......................................................................16

2.3.4. Sn xut.....................................................................................................162.3.5. Dch v.......................................................................................................172.3.6. Gio dc v nghin cu............................................................................172.3.7. Nhng ngnh cng nghip khc..............................................................17

PHN III: TNH HNH NG DNG QFD TRN TH GII VVIT NAM........................................................................................18

3.1. Tnh hnh ng dng QFD trn th gii v Vit Nam....................................183.1.1. Tnh hnh ng dng QFD trn th gii....................................................183.1.2 Tnh hnh ng dng QFD ti Vit Nam....................................................18

3.2. Mt vi v d minh ha v nhng ng dng ca QFD.................................203.2.1. ng dng ca QFD trong nh lng sch gio khoa............................203.2.2. ng dng QFD vo sn xut cng ty TOYOTA....................................23

Nhm thc hin: 02 Trang 1


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VIETHANIT n mn hc

3.2.3. ng dng QFD trong qu trnh hoch nh d n h tng (SyedM.Ahmed, M.ASCE; Li Pui Sang; v Zeliko M. Torbica, M.ASCE, 2003). .....23

3.2.3.1. Mc tiu nghin cu ...........................................................................233.2.3.2. Phng php lun: nghin cu ny s dng 4 giai on. ...............24

3.2.4. "Nghin cu th nghim QFD trong cc d n xy dng", (Neil Eldinv Verda Hikle), 2003. ........................................................................................24

KT LUN........................................................................................27TI LIU THAM KHO................................................................28[1] Thng tin t internet:..................................................................28http://quality.org/html/qfd.html......................................................28http://qtchatluong.co.cc/...................................................................28http://www.google.com.vn/...............................................................28http://qfd.org/....................................................................................28



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VIETHANIT n mn hc

LI NI UXu hng quc t ha, ton cu ha nn kinh t th gii v xu hng hi nhp

ca cc nn kinh t quc gia v khu vc t cc doanh nghip Vit Nam trc nguy

c b cnh tranh gay gt. Cc doanh nghip khng nhng chu sc p ln nhau m

doanh nghip cn chu sc p ca hng ha nhp khu nh sc p cht lng, gi c,

dch v t doanh nghip nc ngoi. Chnh sch cnh tranh v gi s khng mang li

hiu qu kinh t cao khi m i sng ca khch hng ngy cng c nng cao, lc

h sn sng tr gi cao c c sn phm cht lng cao. Chnh khch hng l

ngi quyt nh doanh s da trn s nhn thc ca h v cht lng ca sn phm

hoc dch v v s phc v t doanh nghip. Ni khc i, cht lng quyt nh li

nhun v chnh khch hng l ngi xc nh v quyt nh cht lng l g v cn

phi nh th no. Do trong tng lai doanh nghip ca Vit Nam mun chin thng

trong cuc chin cnh tranh tn ti, pht trin v vn ra bn ngoi th trng th

gii, khng cn cch no khc l phi nng cao cht lng sn phm v dch v

chnh v vy cc nh qun l coi trng vn cht lng nh l gn vi s tn ti v

thnh cng ca doanh nghip cng chnh l to nn s pht trin ca nn kinh ttrong mi quc gia. Vic ny ch c thc hin nu cc doanh nghip p dng tt cc

h thng qun l cht lng vo qu trnh sn xut kinh doanh ca mnh. V hin nay

ti Vit Nam c nhiu doanh nghip p dng h thng qun l cht lng quc t.

Mt s tiu chun c p dng ph bin nh ISO 9000, HACCP, 5SDng nh

nhng cm t lin quan n cht lng tr thnh t kha c rt nhiu doanh

nghip quan tm, chnh iu to nn cn st cht lng. i tm hiu r hn cc

cng c v k thut khc nhau hoch nh cht lng v ci tin qu trnh. Nhm

xin gii thiu v cng c: Trin khai chc nng cht lng (QFD)v y ng

thi l ti lm n ca nhm trong mn Qun l cht lng.

ti gm :

Phn I: Tng quan v trin khai chc nng cht lng-Quality function

deployment (QFD)

Phn II: Nguyn l hot ng trin khai chc nng cht lng

Phn III: Tnh hnh ng dng QFD trn th gii v Vit Nam



4/28

VIETHANIT n mn hc

Do kin thc thc t v hiu bit cn hn ch, nhm 02 mong s gp ca thy c v

cc bn nhm c th c cch nhn su sc hn, thc t hn gip cho nhm tip nhn kin

thc ca chuyn ngnh mnh thun li v p dng tt cng vic sau ny.Nhm 02 xin chn

thnh cm n n ging vin Nguyn Th Qunh Anh trc tip hng dn nhm hon

thnh n ny. Xin trn trng cm n!

PHN I: TNG QUAN V TRIN KHAI CHC NNG CHT

LNG-Quality function deployment (QFD)

1.1. Lch s hnh thnh

Trin khai chc nng cht lng (QFD) l mt phng php c s dng

m bo nhu cu khch hng c p ng thng qua thit k v sn xut. QFD gip

dch chuyn nhng nhu cu ca khch hng thnh nhng c tnh k thut ph hp

trong tng giai on ca qu trnh pht trin v sn xut sn phm. QFD va l mttrit l va l mt tp hp nhng cng c hoch nh v truyn thng. Nhng cng c

ny tp trung vo vic lin kt nhng nhu cu khch hng vi thit k sn xut v

Marketing.

QFD l mt cng c quan trng

trong ngnh cng nghip sn xut ci

thin cht lng, QFD c nghin cu

v pht trin ti Nht cui thp nin 1960,

bi Gio s Shigeru Mizuno v Yoji

Akao. Mc ch ca Mizuno v Yoji

Akao l pht trin mt phng php kim

tra cht lng chc chn trong s tho

mn yu cu ca khch hng c a

vo sn phm trc khi to ra n. ngha

quan trng ca vic kim sot cht lng

ny l hng n vic ci thin nhngvn trong qu trnh to ra sn phm

cng nh qu trnh sau v hng sn

phm sau cng t n nhng yu cu ca khch hng mt cch cao nht.

Mc d QFD c hnh thnh vo cui thp nin 1960, nhng mi n nm 1972

n mi c ng dng ti xng ng tu Kobe ca Mitsubishi Heavy Industry

Nht. Theo lch s, nn cng nghip Nht Bn bt u chnh thc ho nhng khi

nim v QFD khi Mr. Oshiumi ca x nghip Kurume Mant Bridgestone Tire c

nhng ci bin m bo rng cc biu cha ng cc c im chnh ca QFD vo

nm 1966 v K. Ishihara pht trin thnh cc khi nim thuc chc nng trin khai



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VIETHANIT n mn hc

trong kinh doanh ging nh cc QFD trn v c ng dng chng ti Matsushita

vo sau nm 1960. Chc nng trin khai v QFD Nht Bn vo thng 10 nm 1983

pht hnh xc tin cht lng n c th l im nh gi s gia nhp ca QFD vo

M, Anh. QFD t n nh cao khi cng ty sn xut t Toyota ng dng v pht

trin thnh mt bng cht lng vi mt mi pha bn trn v tn ca bng ny lngi nh cht lng. Ngi nh cht lng mi tr nn qun thuc Hoa K t

1998. Ngi sng lp v ng u hi ng qun tr ca GOAL/QPC (Growth

Opportunity Alliance of Lawrence/ Quality Productivity Center) v D. Clausing ca

Xerox v sau ny l MIT 2 iu u tin cho vic hc QFD v L. Sullivan ca Ford

Motor v ngi sng lp ra Supplier Institute ti M cng b ngc nhin khi thu hiu

tm quan trng ca khi nim QFD vo M, Anh sau cng b quyn sch QFD dy

cm ti M.

T 1983, QFD mi c n M v chu u. Mt trng hp nghin cu u

tin c ghi nhn vo nm 1986, khi Kelsey Hayes s dng QFD pht trin my

cm bin vi y yu cu khch hng. Khi QFD tr nn ph bin hn, nhng ngi

s dng QFD bt u nhn thy khi kt hp s dng nhiu bng v ma trn ca QFD

n s tr nn hu ch hn. Mi cho n khi American Supplier Institute pht trin v

ng dng s QFD thng qua 4 giai on (kt hp 4 QFD n) th QFD mi c

ng dng mt cch ph bin cho nhng khu thit k mang tnh cht phc tp.

1.2. Khi nimQuality function Deployment (QFD) - Trin khai chc nng cht lng l mt

khi nim tng qut v vic chuyn i t mong mun ca khch hng thnh nhng

tiu chun k thut cn t c trong mi giai on ca qu trnh pht trin sn phm

v sn xut. Mong mun ca khch hng c gi l Ting ni ca khch hng

The voice of the customer. l tp hp nhng nhu cu, bao gm tt c s hi lng,

s vui thch m khch hng mong mun c c t mt sn phm.

1.3. c imTrc tin QFD thu thp v phn tch ting ni khch hng pht trin nhng

sn phm mi vi cht lung cao hn hoc vut tri hn nhu cu khch hng. Nh vy

chc nng c bn nht ca QFD l pht trin sn phm, qun l cht lung v phn

tch nhu cu khch hng trong nhiu khu. V sau, vic ln k hoch, ra quyt nh, k

ngh, qun l, s tnh ton thi gian v chi phcng ng dng QFD. Thc cht

khng c ranh gii cho cc khu vc ng dng tnh nng ca QFD.

QFD thng kt hp h thng cc ma trn vi quan h tng h ln nhau, thng

thng bao gm 4 giai on:



6/28

VIETHANIT n mn hc

Giai on lp tng v cht lng v lp cc bin php thi hnh, c gi l

lp ma trn hoch nh.

Giai on lp thit k thc hin c gi l lp ma trn thit k.

Cht lng hng ho, c gi l lp ma trn kim sot.

Giai on thc hin cc php kim tra, kim sot theo cc tiu ch ra

khng nh cht lng hng ho, c gi l lp ma trn kim sot

1.4. Li ch

Xt mt cch tng qut, li ch ca QFD l:

Bo m nhu cu ca khch hng c p ng thng qua thit k v sn xut

Dch chuyn nhu cu khch hng thnh c tnh k thut

Lin kt nhu cu khch hng vi thit k sn xut v marketing

Hay ni mt cch c th hn, khi s dng cng c QFD, doanh nghip s t

c nhng li ch sau:

Ci tin truyn thng v lm vic nhm trong mi khu-marketing, thit k,

sn xut, mua sm

Nhng mc tiu ca sn phm c thng hiu v gii thch ng n trong

sut qu trnh sn xut.

Gip nhng nh qun tr cp cao xc nh nguyn nhn ca s khng hi lng

ca khch hng.

L cng c hu dng phn tch cnh tranh v cht lng sn phm.

Ci thin nng sut v cht lng, cng nh thi gia cn thit pht trin sn

phm mi.

Cho php cng ty m phng hiu qu nhng tng ca thit k mi m h

c th a sn phm mi vo th trng sm hn v ginh li th cnh tranh.

Kt qu phn tch QFD c p dng Nht Bn trong vic trin khai cc

nhn t kim sot c c nh hng ln trong vic lp k hoch chin lc v qun

l chin lc (cn c gi l Hoshin Kanri, lp k hoch Hoshin, hay trin khai

chnh sch). K thut ny v mt no gn ging mc tiu ca qun tr (MBO),

nhng thm mt thnh t quan trng trong qu trnh thit lp mc tiu. Vic s dng

nhng k thut Hoshin ca nhng cng ty M nh Hewlett&Packard rt thnh



7/28

VIETHANIT n mn hc

cng trong vic tp trung v iu chnh cc ti nguyn ca cng ty theo st cc

mc tiu chin lc t ra thng qua mt h thng cp bc ca cng ty.

Mc d ban u c pht trin cho ngnh cng nghip sn xut, cc tng

xy dng trn QFD cn c s dng trong ngnh pht trin phn mm.

K t khi c gii thiu, k thut QFD c pht trin gim thiu thigian v nhng n lc cn b ra.

1.5. Hn ch ca QFD

QFD cht lng kh kh khn xy dng trn mt t giy hoc mt biu .

Hng dn xy dng ngi nh cht lng l rt mt thi gian.

Cc phn khc nhau ca ngi nh cht lng v cc tnh ton lin quan rt kh

hiu nht l i vi ngi s dng tim nng ca n trong ngnh cng nghip dch v.Sa i, xa, b sung kh rm r trong cch th cng.

QFD phn mm v ngi nh cht lng khng c sn v rt t. c bit l cho

nhng ngi cc quc gia ang pht trin.

Rt kh lm cho ngi nh ca cht lng sn c cho cc chuyn gia xa lm

bn sao ca n. Ngay c khi vic sao chp c th c thc hin, phi mt mt chng

ng di, kch thc ln ca n gy cn tr thm ch thi gian gi chng cho cc

chuyn gia thng qua dch v chuyn pht nhanh. Vn phc tp hn khi quy trnhny c lp i lp li nhiu ln chnh l nh cht lng da trn kin ca

chuyn gia.

Trong hu ht trng hp, cc nh hng dn s dng ca cht lng khng th

ti s dng tc l khng th c s dng cho cc ng dng trong tng lai.



8/28

VIETHANIT n mn hc

PHN II: NGUYN L HOT NG TRIN KHAI CHC

NNG CHT LNG

2.1. C s l thuyt pht trin ng dng - Quality function deployment (QFD)

Mt cch khi qut th QFD trin khai theo nguyn tc tun th phng chm:

khch hng l ngi ra cc tiu ch v cht lng sn phm v nh sn xut phi p

ng n mc ti a nguyn tc ny. Ch c p ng cc tiu ch cht lng sn phm

do khch hng xut th doanh nghip mi c khch hng tn nhim v l tin

doanh nghip pht trin.

QFD l mt cu trc k thut gii quyt nhng bi ton kt hp vic pht trin

v ci thin sn phm. N thng kt hp h thng cc ma trn vi quan h tng h

ln nhau, thng thng bao gm 4 giai on:

Giai on lp tng v cht lng v lp cc bin php thi hnh, c gi l

lp ma trn hoch nh;

Giai on lp thit k thc hin c gi l lp ma trn thit k;

Giai on lp bin php thc thi c gi l lp ma trn iu hnh;

Giai on thc hin cc php kim tra, kim sot theo cc tiu ch ra

khng nh cht lng hng ho, c gi l lp ma trn kim sot. (hnh 1)


Yu cu c

tnh k thut

Yu cu ctnh k thut

Yu cuKhch hng

Cc bciu hnh

Cc c trngcu thnh

Cc c trngcu thnh

Cc bcx l

Cc bcx l

MT thit k

MT hoch nh

MT iu hnh

Ma trn kimsot


9/28

VIETHANIT n mn hc

Hnh 1. Bn giai on ca QFD (da theo s ca Yi Qing Yang)

2.1.1.Thit k. (Design)

Cc khch hng gip xc nh c yu cu sn phm hoc dch v. Mt ma trn

QFD c s dng dch chuyn cc yu cu ca khch hng vo cc yu cu thit

k (k thut). Thit k ang c cc yu cu, trong cc nhm thit k c kh nng

p ng yu cu ca khch hng. Sau khi nh gi, quan trng nht thit k yu cu

c tin hnh vo giai on k tip.Cc giai on thit k sn phm v pht trin quan im c th c chia ra thnh

bn bc:

2.1.1.1. Xc nh trn th trng

Bc xc nh trn th trng l bc u tin v cng l bc quan trng nht,

nu nh bc ny lm khng tt th qu trnh trin khai QFD xem nh khng t c

kt qu. y chnh l bc lng nghe Ting ni ca khch hngVOC (The voice of

the customer). Phi bit lng nghe v tm cch oc lng nghe ngi tiu dng hni g v sn phm ca bn trn th trng. M cng khng d g m khch hng h

by t v cc vn sn phm cho bn, c nhiu khch hng khi h khng hi lng th

h s b i, h chuyn sang dng cc sn phm thay th. Vy cng ty phi lm sao

khch hng ni ln nhng g h cm thy cha c chnh l mc tiu chnh ca

bc xc nh th trng. Tc l xem th trng ang cn g? Th trng ang nh th

no?

2.1.1.2. Chn mt sn phm khi nim

Bc tip theo khi xc nh c th trng ri th cn phi xy dng mt khi

nim v sn phm: sn phm (dch v) mnh l g? n phi c nhng tnh nng

g?....Phi tm ra mt mu sn phm m p ng ng yu cu ca khch hng, tha

mn th trng.

2.1.1.3. Thit k sn phm

Bc ny nhm tr li cho cu hi lm ra sn phm nh th no? Phi cn

nhng vt liu g?2.1.1.4. Thit k sn xut (ni chung l m t ca giai on)



10/28

VIETHANIT n mn hc

Thit k sn xut tc l thit lp h thng sn xut ra sn phm, t nhng quy

trnh nh th no, bt u t u, kt thc ch no?

2.1.2. Chi tit. (Details)

Cc chi tit v x l cc yu cu sn xut cc sn phm hoc dch v c

xc nh. Chi tit quan trng nht hon thnh sn phm c xc nh theo yu cuca khch hng c tin hnh vo giai on th ba.

2.1.3. Quy trnh. (Process)

Cc qu trnh cn thit sn xut cc b phn v cc thnh phn ang pht

trin. Cc qu trnh quan trng nht gii quyt tt cc yu cu ca khch hng sn

phm c tin hnh vo bc th t v cui cng ca giai on.

2.1.4. Sn xut. (Production)

Sn xut cc yu cu cho sn xut cc sn phm ang pht trin. Cc phngphp sn xut s cho php cc cng ty sn xut mt sn phm cht lng cao m

p ng yu cu ca khch hng.

2.2. Ngi nh cht lng- House of Quality(HOQ)

2.2.1. Gii thiu v ngi nh cht lng-(HOQ)


Ma trn mi

c tnh sn phm

Mi quan h tngquan gia ting nikhch hng v t

tnh k thut

La chn k thut pht trin

nh gi sn phmcnh tranh

Mc quan

trng

Cc yu cu cakhch hng


11/28

VIETHANIT n mn hc

nh ngha: Ngi nh cht lng House of Quality m t nhu cu v yu cu

ca khch hng tng ng vi c im k thut (ECs) cn thit k tha mn nhu

cu .

Cc ni dung cn s dng trong Ngi nh cht lng:

Danh sch nhng t tnh khch hng(CAs) ni bt

nh gi mc quan trng ca cc t tnh

So snh ca khch hng v t tnh sn phm/dch v ca cng ty v cc i th

cnh tranh

u im ca ngi nh cht lng:

Cc t tnh ca khch hng c lit k c th hn, c th ln n 200-300 t

tnh

Cc t tnh c nh gi mc quan trng

Cc t tnh ca khch hng c dch sang cc t im k thut(ECs) c lin

quan. Cc c im k thut l cch thc k thut t c ci g ca khch

hng

Cc c im k thut c sp xp th t u tin theo mt qui nh i hi s

kho lo nhng n gin v c trng s. Nhm pht trin s bit ci g cn lmtrc

Tc dng cng hng v tha hip ca cc c im k thut c xc nh r

rng

Truyn thng gia cc b phn chc nng c khuyn khch qua qu trnh xy

dng Ngi nh cht lng

Mt cch khi qut th QFD trin khai theo nguyn tc tun th phng chm:

khch hng l ngi ra cc tiu ch v cht lng sn phm v nh sn xut phi png n mc ti a nguyn tc ny. Ch c p ng cc tiu ch cht lng sn phm

do khch hng xut th DN mi c khch hng tn nhim v l tin DN

pht trin.

QFD l mt cu trc k thut gii quyt nhng bi ton kt hp vic pht trin

v ci thin sn phm, thng bao gm 6 giai on:

1. Ting ni khch hng(bn tri ngi nh)

2. c tnh k thut

3. Ma trn tng quan (mi nh ca cht lng)



12/28

VIETHANIT n mn hc

4. Mi quan h tng quan gia ting ni ca khch hng v c tnh k

thut (phn thn ngi nh)

5. Tm quan trng cc thuc tnh khch hng (bn phi ngi nh)

6. La chn nhng c tnh k thut pht trin

Thng qua 6 giai on trn, nhng yu cu ca khch hng c chuyn ti thnh

cc yu cu v k thut, tip theo nhng yu cu s c a vo nhng c tnh cu

thnh sn phm, sau s l cc bc x l v cc bc iu hnh to ra sn phm

cui cng (sn phm xy dng). Vi mi ma trn dng chuyn ti trong mt qu

trnh trung gian c gi l ngi nh cht lng hay l mt QFD n.

2.2.2. Yu cu khch hng( lng nghe ting ni ca khch hng)

y l phn u tin v quan trng nht ca ma trn trong ngi nh cht lng.

Danh mc thng tin v nhng yu cu ca khch hng cho sn phm s c m t

theo ngn ng ca h, hay cn gi l ting ni ca khch hng (the voice of the

customer). Phi s dng chnh ting ni ca khch hng, trnh trng hp phin

dch sai mong mun ca khch hng.

thu thp kin ca khch hng, chng ta c th s dng cc phng php sau:

Kho st qua in thoi: c thc hin vi mt mu c la chn ngu nhin

thng c tnh i din tng qut. Phng php ny c th cho nhng thng tin thch

hp nhng tn km v thi gian ln chi ph v cc cu hi thng mang tnh cngnhc, khng linh hot.

Kho st qua gi th: c th thu c cc d liu mang tnh nh lng, v t tn

chi ph hn so vi iu tra qua in thoi. Tuy nhin phng php ny tn km nhiu

thi gian, khch hng c th khng phn hi hoc nu phn hi th d liu c tnh tin

cy thp

iu tra nhm (tng ngi): iu tra theo tng nhm (t 5-15 ngi). Phng

php ny cung cp cho ngi iu tra d liu mang tnh nh tnh, vi chi ph trungbnh thp, c th tp trung vo tng ngi, ni dung cu hi su, c th iu tra trc

quan. Tuy nhin, t chc c th nhn c thng tin chi tit nhng thng tin khng

th i din cho mt lng ln dn c m ch i din cho nhm ngi c hi.

iu tra nhm trc tuyn: Phng php ny c u im chi ph trung bnh, thi

gian thu thp d liu ngn. Tuy nhin c bt li l khng i din cho s ng, v ch

ph hp vi gii tr.

Phng vn trc tip tng ngi: Hnh thc phng vn tng ngi thng khngi din cho mt lng ln dn c. Cng nh hnh thc tho lun nhm, tuy nhin,



13/28

VIETHANIT n mn hc

cuc phng vn c th cung cp cc thng tin chi tit m phiu kho st khng th

cung cp. Mt u im khc l chi ph thp v thi gian thu thu thp d liu ngn.

Phng php chn hi ngu nhin: y l hnh thc tip cn n tng c nhn ti

nhng a im cng cng. Nhng ngi c hi c th nhn c mt mn qu

nh. Hnh thc ny cng c th thu c nhng thng tin va c th nh lng vac th nh tnh. Tuy nhin d liu thu thp c khng i din cho dn c din

rng, ch ph hp vi mt s lng gii hn cc ch .

Kim tra i vi ngi s dng: Phi tin hnh iu tra hng thng, d liu thu

thp c thng mang tnh nh lng hoc nh tnh, chi ch trung bnh. Tuy nhin

phng php ny khng ph hp i vi mt s nghin cu, ch ph hp vi mt s

lng gii hn cc ch .

Khiu ni khch hng: Nhng thng tin iu tra c c th cung cp cnhng vn c th ang xy ra, chi ph cho phng php ny thp, d liu mang tnh

nh tnh. Tuy nhin nhng kin ny khng cung cp c kin i din cho tt c

khch hng m ch cung cp mt kha cnh li c th no .

Sau khi thu thp, cc d liu s c a vo trong ngi nh cht lng. Trong

bc ny iu quan trng l phi s dng chnh ting ni ca khch hng, trnh trng

hp cc b phn k thut dch sai mong mun ca khch hng. Bn cnh cn nh

rng khch hng khng phi l ngi s dng cui cng, m cn bao gm nhm nh

hng, ngi thanh ton, ngi quyt nh muaDo c th phi phn loi nhu cu

khch hng.

Khch hng c khuyn khch m t nhng g h cn v cc vn ca h

i vi sn phm. Danh mc nhng yu cu thu thp ny s c a vo trong

ngi nh cht lng. Khch hng khng ch l nhng ngi s sng cui cng m cn

bao gm nhng nhm nh hng, ngi thanh ton, ngi s dng, ngi quyt nh

mua. i vi mt nh sn xut, khch hng c th bao gm Chnh ph, ngi bn

bun, bn l. Nhng yu cu ny thng l nhng li pht biu ngn c ghi li vc km theo 1 nh ngha chi tit. Sau khi tt c cc yu cu c tp hp li, nhng

yu cu no tng ng s c nhm thnh cc loi v c vit thnh cc cy th

mc bng vic s dng biu quan h v biu cy.

2.2.3. c tnh k thut

Sau khi xc nh ting ni ca khch hng, doanh nghip (nhm thit k QFD)

chuyn ho chng thnh c tnh k thut ca sn phm, m h nhn thy chng c

lin quan vi yu cu ca khch hng. Nhng c tnh k thut ny chnh l nhngthuc tnh c thit k di dng ngn ng ca cng ty (tc l ngn ng ca nh



14/28

VIETHANIT n mn hc

thit k v k thut). Chng m t c tnh sn phm ca cng ty. Chng nn l nhng

c tnh c th o lng v kim sot c ca sn phm v y l nn tng cho nhng

hot ng trong quy trnh thit k, sn xut v cung cp dch v. Mt yu cu ca

khch hng c th chuyn ha thnh mt yu cu k thut hay nhiu hn. iu c

bit m cc doanh nghip phi ht sc ch trong giai on ny l: nhng nhu cu,mong mun ca khch hng phi c hiu mt cch ng n, trnh tnh trng phin

dch sai lch, thm bt hay hiu nhm mun ca khch hng.

Cng vi cch thc nh phn mt, y nhng c tnh ca khch hng c

phn tch v lp ra mt cu trc, biu quan h v biu cy c ng dng lm

r hn cc c tnh k thut ca sn phm.

2.2.4. Ma trn tng quan (mi nh ca cht lng)

Mt ma trn tam gic dng mi s biu din mi quan h gia cc c tnh kthut ca sn phm. Nhm QFD s so snh tng c tnh k thut vi nhau. Vi mi

th cu hi c t ra l ci thin c tnh ny c lm thay i gi tr (tng ln hay

gim xung) c tnh k thut khc?. Chng ta c th dng k hiu biu th mi

quan h gia cc thuc tnh:

Quan h mnh

Quan h trung bnh

Quan h yuKhi xc nh mi quan h ny gip nhm QFD hiu r v rng buc gia chng.

iu c ngha l khi nhm QFD quyt nh ci tin mt c tnh k thut no th

cc c tnh c quan h vi n cng thay i. Tc l nhm QFD phi ci tin tch hp

cc c tnh k thut c lin quan vi nhau khi nhm QFD mun ci tin c tnh no

.

2.2.5. Mi quan h tng quan

Phn 4 chnh l phn thn ca ngi nh cht lng. Mc ch ca n chuynnhng yu cu ca khch hng vo c tnh k thut ca sn phm. trong bn thn ma

trn nhng du hiu khc nhau c s dng nhn din mc ca mi quan h,

tng t nh vic s dng trong mi ca ngi nh. Tc l dng k hiu biu th mi

quan h :

Quan h mnh

Quan h trung bnh

Quan h yu



15/28

VIETHANIT n mn hc

Thng qua bc ny doanh nghip s xc nh c nhng mi quan h no l

mnh hay yu, t doanh nghip c th rt ra nhng ci no l quan trng cn

c ci tin.

Nu nh doanh nghip khng xc nh c r rng cc mi quan h gia ting

ni khch hng v c tnh k thut th cc nhu cu khch hng s khng c png. Tc l khi mt c tnh k thut khng lin quan n mt thuc tnh no ca

khch hng, n c th d tha hoc ngi thit k c th sai lch mt thuc tnh quan

trng ca khch hng.

2.2.6. Tm quan trng cc thuc tnh khch hng

Tm quan trng cc thuc tnh khch hngnm pha bn phi ca ngi nh cht

lng. Quan trng nht v vic u tin phi k n i vi bc ny l xp hng mc

quan trng phn nh mong mun quan trng nht v hp dn nht ca khchhng. y chnh l qu trnh nh lng i vi cc yu cu ca khch hng.

xc nh c th t tm quan trng cc thuc tnh khch hng nhm QFD

thng s dng bng cu hi (questionaire) cho khch hng hay c th thu thp ting

ni khch hng theo nhng phng php khc bc mt. Sau khi x l d liu nhm

s xc nh nhu cu no l quan trng nht.

Trong bc ny c xt n im mnh im yu ca doanh nghip so vi i th

cnh tranh v c tnh k thut ca sn phm. N gip cc nh thit k c th tm kimc hi cho ci tin. N cng lin kt QFD vi tm nhn chin lc ca cng ty v cho

php thit t quyn u tin cho quy trnh thit k.

Vic nh gi nhng c tnh k thut ca sn phm cnh tranh thng thc hin

qua kim nghim trong phng th nghim v chuyn thnh nhng tiu chun c th o

lng.

2.2.7. La chn nhng c tnh k thut pht trin

La chn nhng c tnh k thut c quan h mnh n nhu cu khch hng,nhng c tnh i th km, hay nhng c tnh quan trng ca sn phm pht

trin.

Nhm QFD c th ci tin da trn tm quan trng nhu cu khch hng hay l

da trn vic so snh cc c tnh k thut ca doanh nghip vi i th cnh tranh.

Khi doanh nghip ci tin theo cch no, doanh nghip phi chn c tnh k thut no

l quan trng nht ci tin nhng ci tin phi ph hp vi ngun lc ca doanh

nghip.

Nu da trn tm quan trng cc thuc tnh ca khch hng th nhm QFD c th

tp trung vo vic p ng nhu cu quan trng nht. T da vo phn thn ca ngi



16/28

VIETHANIT n mn hc

nh cht lng nhm QFD c th ci tin c tnh k thut no quan h mnh nht vi

thuc tnh khch hng .

Nu da trn vic so snh cc c tnh k thut ca doanh nghip vi i th

cnh tranh, th da vo c tnh k thut yu nht ca doanh nghip so vi i th

cnh tranh.Sau khi chn c c tnh k thut ci tin. Nhm QFD da vo mi nh ca

ngi nh cht lng xc nh cc c tnh k thut khc lin quan. Nh vy nhm

QFD khng ch ci tin mt c tnh m cn ci tin cc c tnh lin quan to ra hiu

ng ci tin lin tc.

2.3. Cc lnh vc ng dng ca trin khai chc nng cht lng- Quality functiondeployment (QFD)

Hai ng dng u tin gin tip ca QFD l trong ngnh cng nghip ng tuv ngnh cng nghip in. Nhng ng dng tip theo ca QFD l trong ngnh t,

in v cng ngh phn mm. Vi s pht trin nhanh chng ca QFD, a n

kt qu l QFD c ng dng nhiu trong cc ngnh sn xut. Cui cng QFD c

gii thiu trong ngnh dch v nh chnh ph, Ngn hng, k ton, chm sc sc

khe, gio dc v nghin cu

2.3.1. Vn ti v truyn thng

Ngnh ng tu l mt trong hai lnh vc ng dng QFD sm nht. S ng

dng ca QFD c th c tm thy trong nghnh sn xut my bay, cng ty hng

khng, b phn my mc t ng, v tinh nhn to, ng st, ng c m t.

2.3.2. Ngnh in t

u tin QFD c ng dng trong nhng my mc photo tnh in v th l t

QFD c ng dng rng ri trong nhng cng ty in t nh AT&T, DEC, HP,

IBM, Motorola, Philip v trong nhng sn phm c lin quan n in t nh my

tnh, cng, con chp. QFD cn c ng dng trong cc b phn tch in nh

acquy, b phn chy ga, tuabin gi

2.3.3. Nhng h thng phn mm

Lnh vc ng dng sm khc ca QFD l nhng h thng phn mm. c bit

c nhiu bo co v s ng dng ca QFD trong lnh vc ny nh:

Anonymous(1993), Bamett and Raja(1995)..

S ng dng khc ca QFD trong lnh vc ny nh h thng h tr ra quyt

nh, h thng chuyn gia, h thng thng tin, h thng thng tin qun l, nhng

trang web.

2.3.4. Sn xut



17/28

VIETHANIT n mn hc

Vi s pht trin nhanh chng ca QFD cn c nhiu ng dng trong sn xut

nh: sn xut my tnh, thc phm, thit b xe p, dch v y hc, h thng o lng,

my in, thit b bo v nng lng, my ko.

2.3.5. Dch v

QFD c th ng dng trong lnh vc dch v nh: qun tr, k ton, ngn hng,dch v xy dng, s phn phi thc phm, dch v ti chnh, khch sn, th chp,

ngnh bn l, dch v thng tin, k thut th vin, chm sc sc khe

2.3.6. Gio dc v nghin cu

Trong s cc ng dng dch v trn th cc trng i hc l mt v d minh

chng r rng cho s ng dng ca QFD qun l cht lng gio dc v nghin

cu. Trong lnh vc gio dc QFD c ng dng ti cc trng cao ng, i hc,

cc hc vin gio dc, cc trng trung cp, nhng trng kinh doanh, thit kchng trnh nghin cu.

2.3.7. Nhng ngnh cng nghip khc

Ngoi nhng ng dng ca QFD trong cc ngnh cng nghip tng qut trn,

QFD cn c ng dng trong cc ngnh cng nghip khc nh ngnh cng nghip

khng gian, nng nghip, bo v mi trng , cht lng khng kh trong nh, vn

ha qun l, qun s, s bo v thin nhin, trm cnh st.



18/28

VIETHANIT n mn hc

PHN III: TNH HNH NG DNG QFD TRN TH GII VVIT NAM

3.1. Tnh hnh ng dng QFD trn th gii v Vit Nam

3.1.1. Tnh hnh ng dng QFD trn th gii

Ngy nay, nh hng ca QFD vt ra ngoi gii hn ca 2 nc Nht Bn, M

rt nhiu nc trn th gii ng dng QFD trong cc ngnh cng nghip ca mnh.

Hin nay, QFD c ph bin rt rng ri, c th tm thy QFD trong rt nhiu ti

liu. V d, trong cc sch ng dng QFD nh Australia (Anonymous, 1995b; Barnett,1991), Brazil (Matsuda et al., 1998; Radharamanan and Godoy, 1996), c (Herrmann

et al., 2000; Pfohl v Ester, 1999), Hng Kng (Chan, 2000; Chin et al., 2001; Ho,

2000; Ko and Lee, 2000; Lam v Zhao, 1998; Leung, 1997; Tse, 1999), n

(Maduri, 1992; Singh v Deshmukh, 1999), Irc (Glushkovsky et al., 1995), Italy

(Ghobadian v Terry, 1995), Hn Quc (Han et al., 1998; Kim et al., 2000c), Malaysia

(Anonymous, 1998), Newzealand (Govers, 1996, 2001), Scotland (Curry v Herbert,

1998), Singapor (Hwarng v Teo, 2001; Lim v Tang, 2000; Lim et al., 1999), Anh

(Curry, 1999; Barnes v Vidgen, 2001; Booth, 1995; Lowe v Ridgway, 2000a;Martins v Elaine, 2001; Parr, 1995; Poolton v Barclay, 1996; Taylor, 1997; Veness).

QFD cn c cc phn mm ng dng d dng cho tin trnh QFD, k c phn

mm QFD v gio dc tc gi l Fawsy Bendeck ca trng i Hc at

Kaiserslautern, Germany. Phn mm Qualisoft/Fulfillment chuyn dnh cho thit k

QFD

Nhiu dch v M, s lng ln cc thng tin trc tuyn v QFD c s dng,

danh sch a ch mail tho lun v QFD c chu cp bi cht lng ngun nhn lctrc tuyn cung cp ng dn http://quality.org/html/qfd.html. Nhng forum cho vic

t vn QFD n cc cng ty.

3.1.2 Tnh hnh ng dng QFD ti Vit Nam

Trong khi QFD c ng dng rng ri trn ton th gii th ti Vit Nam n

vn cn ang hn ch, QFD mi ch c thc hin mt s doanh nghip ti cc khu

cng nghip thnh ph H Ch Minh, Bnh Dng v mt s tnh thnh khc. Theo

nhm chng ti s d xy ra tnh trng ny l do mt b phn ln cc doanh nghipVit Nam vn cha c t duy nng sut. QFD l mt cng c nng cao cht lng



19/28

VIETHANIT n mn hc

sn phm trong doanh nghip ch n khng c nhiu tnh qung co nh cc ch s

ISO nn n vn t thu c s quan tm ca cc doanh nghip. Qua vic kho st vic

ng dng QFD ti Vit Nam (c th l ti khu cng nghip Bnh Dng nm 2006)

ch ra mt s im mnh v im yu nh sau:

im mnh

Th nht, ci thin cht lng sn phm thng qua tin trnh sn xut da trn

vic p ng tt nhu cu ca khch hng.

Th hai, knh truyn thng gia khch hng v cc b phn marketing, nghin

cu v pht trin, b phn sn xut c ci thin ng k.

Th ba l gim c thi gian v chi ph cho cc d n pht trin sn phm mi.

V cui cng l kh nng nhn bit s thay i ca mi trng v phn ng vis thay i tt hn.

im yu

i khi c qu nhiu cc yu cu ca khch hng hay ni cch khc c qu nhiu

u vo nn rt kh thc hin tin trnh sn xut.

Cng v vy s rt tn km chi ph v kh khn trong vic thc hin khi phi

cng lc p ng rt nhiu yu cu ca khch hng.

Cng trong mt cuc kho st ti thnh ph H Ch Minh nm 2007 cho thy

rng cng c mt vi cng ty bit n QFD nhng s cng ty hiu r v QFD v p

dng n thnh cng th khng nhiu. Cuc nghin cu cng thc hin phng vn

mt s chuyn gia v nhng kin ca h cng tng t nh kt qu kho st th

trng. Qua cuc nghin cu cho thy c rt t cng ty s dng QFD cho qu trnh

pht trin sn phm ca h. Nhng cuc nghin cu cng ch ra rng vic tm hiu

QFD v p dng n trong qu trnh pht trin sn phm s gip cho hu ht cc cng

ty thnh ph H Ch Minh v cc tnh ln cn c th nng cao li th cnh tranh cah.

Hin nay ti nc ta cng c mt vi t chc nh Trung tm cht lng III,

VPC cung cp cc kho hun luyn v QFD nhng cc loi sch v n trn th trng

nc ta th hu nh rt hn ch. Mt s cng ty p dng QFD thnh cng nh l

Thi Tun, Number One(THP group). Bn cnh cng c mt s d n nghin

cu v vic ng dng QFD trong giai on thit k ca mt s d n trong ngnh xy

dng ti thnh ph H Ch Minh.

Nh vy tm li th Vit Nam hin nay vic ng dng QFD vn cha c thc

hin rng ri v hiu qu thc hin th vn cn rt khim tn.



20/28

VIETHANIT n mn hc

3.2. Mt vi v d minh ha v nhng ng dng ca QFD

3.2.1. ng dng ca QFD trong nh lng sch gio khoa

(bi dch t QFD-based Technical Textbook Evaluation Procedure and a Case

Study By Mr. Jacob Chen and Dr. Joseph C. Chen).

Gm 6 bc: Bc 1: Sn phm l ng nht

Bc 2: Ting ni ca khch hng bn trong v bn ngoi l c t ch

Bc 3: Nhu cu khch hng l c dn chng.

Bc 4: Ngi nh cht lng ca tin trnh lp k hoch

Trong bc 4 thc hin 5 cng vic sau:

- Cng vic 1: Ting ni ca khch hng qua cc kt qu iu tra ca cc

khu vc nhn vin b thay i (Local employer needs)

- Cng vic 2: iu quan trng s sp xp nhu cu ca khch hng c

quyt nh vo trong s sp xp 1 n 5, theo kt qu iu tra th 1t quan trng

nht, 5 quan trng nht

- Cng vic 3: Tin trnh thit k nhng c trng c lit k, n l c

s c bn ca tin trnh phc tho.

- Cng vic 4: Mi quan h gia ting ni khch hng v tin trnh thit

k nhng c trng c quyt nh.

- Cng vic 5: Mc quan trng cho mi tin trnh thit k nhng c

trng c tnh ton bi vic cng thm tt c cc s ngn, mi ln tng thm

bng vic sp xp quan trng.

Bc 5: Ngi nh cht lng ca k hoch nh lung sch gio khoa:

Sau giai on u ca ngi nh cht lng c xy dng, giai on 2 cangi nh cht lng nhn din nh lng nt c trng ca sch gio khoa cp

qua hnh sau:



21/28

VIETHANIT n mn hc



22/28

VIETHANIT n mn hc

Ging nh cu trc ca ngi nh cht lng cho tin trnh lp k hoch, y l

nm cng vic trong pht trin nh lng sch gio khoa k hoch ngi nh cht

lng nh sau:

Tin trnh thit k cc c trng c chuyn di t giai on u tin n

ting ni ca khch hng ca giai on th hai.

1. Chnh xc mc quan trng t kt qu ca giai on u c chuyn di nh

l t l quan trng t 1 n 5 nhng ngc li mt l quan trng t nht v 5 l quantrng nht. Sau vic la chn cc thng tin c bn cho vic hc (nghin cu t cc



23/28

VIETHANIT n mn hc

khu vc ngi lao ng v sinh vin v phc tho), th tc v chuyn ca vic hc

c ghi li:

2. Cc thng tin t cuc iu tra nhng sinh vin v nhng iu g h cm thy

nn cho l cc c trng quan trng ca sch gio khoa cho kho hc c lit k.

3. Mi quan h gia bn pht tho cc c trng quan trng kho hc v nhngnt c trng cu sch gio khoa t nhng quan im ca sinh vin c xc nh.

4. Mc quan trng cho mi c trng ca sch gio khoa c tnh ton

bng vic cng thm nhng s trn, mi ln tng thm bng chnh nhng mc quan

trng. Khi mi quan h nhng cp bc c a ra xuyn xut u tin s chnh

xc nhng cp bc. Nhng iu ny tr thnh nhng cp bc cho s nh lng

nhng c trng sch gio khoa. Vic bt u t 1 nh l chnh xc cao nht ca

cp bc, v theo di chuyn n 2,3 ... Bc 6: Hon thnh nhng khon mc trn cho vic nh lng ca nhng

sch gio khoa c nhn ra v nh lng ca nhng sch gio khoa khc nhau

c hng dn.

3.2.2. ng dng QFD vo sn xut cng ty TOYOTA

Mt s kt qu cho thy QFD gip gim 50% chi ph, 33% thi gian pht trin

sn phm v lm tng 200% hiu qu. V d nh TOYOTA v Honda ch cn 3,5

nm tung sn phm mi ra th trng, trong khi cc cng ty M phi mt n5 nm

Sau 4 nm o to v chun b, h thng QFD c TOYOTA s dng vo nm

1977. Ly 1977 lm mc, TOYOTA c nhng bo co kt qu y n tng. Bn

cnh vic gii thiu bn kiu xe ti mi, TOYOTA bo co gim 20% chi ph

trong vic gii thiu mt xe ti mi vo thng 10/1979, v gim 38% vo 11/1982, v

gim tch ly 61% vo thng 4/1984. Cng sut thi k ny, chu k pht trin sn

phm cng c gim ch cn 1/3 vi s ci thin tng thch trong cht lng bis gim dn ca cc thay i trong k thut. V hin nay thc trng ca TOYOTA

hin ang rt tt, l cng ty chu duy nht lt vo danh sch 10 cng ty xut sc

nht trong bng xp hng Top 500 doanh nghip c doanh thu ln nht nm 2005.

Vt qua hng xe hi danh ting Ford (2003). V chnh thc son ngi s 1 th gii

v sn xut t ca hng xe hi General Motors (2008)

3.2.3. ng dng QFD trong qu trnh hoch nh d n h tng (SyedM.Ahmed, M.ASCE; Li Pui Sang; v Zeliko M. Torbica, M.ASCE, 2003).

3.2.3.1. Mc tiu nghin cu

- Kho st s ph hp ca QFD trong hoch nh v thit k.

http://www.vnn.vn/kinhte/thegioi/2005/07/468189/http://www.vnn.vn/kinhte/thegioi/2005/07/468189/http://www.vnn.vn/kinhte/thegioi/2005/07/468189/


24/28

VIETHANIT n mn hc

- ngh mt m hnh ng dng QFD sn s dng trong qu trnh x l cho

vic hoch nh v thit k.

3.2.3.2. Phng php lun: nghin cu ny s dng 4 giai on.

- Giai on 1: Xem xt v xut cc nguyn tc, l thuyt v b

khung cho k thut QFD.

- Giai on 2: Kho st v phn tch qu trnh x l hoch nh

trong cc d n h tng xy dng dn dng.

- Giai on 3: Pht trin m hnh ng dng QFD cho qu trnh x

l hoch nh v thit k cc d n h tng.

- Giai on 4: xut m hnh v kim nghim t nhng s liu

thu thp c t 2 d n h tng.

3.2.4. "Nghin cu th nghim QFD trong cc d n xy dng", (Neil Eldin vVerda Hikle), 2003.

Cc tc gi a ra nghin cu th nghim QFD trong d n thit k xy dng.

Lnh vc ca d n bao gm qu trnh chun b thit k cho mt phng hc hin i

kch thc ln. Nghin cu a ra thit k phng hc mu cho cc trng i hc

trong tng lai. Nghin cu chng minh rng QFD c th ng dng thnh cng

trong cc d n xy dng.

ng dng QFD trong ngnh cng nghip xy dng c pht trin ti cc

nc trn th gii trong thi gian gn y v nht l trong mi trng cnh tranh ngy

cng gay gt th cht lng sn phm xy dng cn c quan tm hn na t qu

trnh thit k cho n khi a cng trnh vo s dng. Nhm tc gi cng ang thc

hin mt nghin cu v ng dng QFD trong giai on thit k vo thc t ti Vit

Nam m c bit l ti mt vi d n TP. H Ch Minh. Kt qu nghin cu ca

nhm s c cng b trong mt tng lai gn.

Trong tng lai s c nhiu nh nghin cu Vit Nam tip tc pht trin cc ngdng ca QFD vo trong ngnh xy dng ni chung v lnh vc qun l xy dng ni

ring nhm nng cao cht lng ca cc sn phm xy dng t giai on thit k n

giai on bn giao a d n vo khai thc s dng.

V d : Trng i Hc Kinh T mun ci tin cht lng ca trng . lm

c iu ny, nh trng cho thu thp kin ca sinh vin trong trng. Sau khi

thu thp y thng tin, da vo cng c QFD, lp ra c ngi nh cht lng

nh sau:



25/28


26/28

VIETHANIT n mn hc

trong qu trnh hc. Chnh nh QFD m nh trng c th tm ra nhng yu im

ci tin, ng thi, nhng im mnh tip tc pht trin.



27/28

VIETHANIT n mn hc

KT LUN

Ni tm li, trin khai chc nng cht lng_ QFD l vic chuyn nhng nhu

cu ca khch hng (ting ni khch hng- Voice of the customer [VOC]) thnh nhng

c tnh k thut (v cc phng php th nghim thch hp) ca sn phm, dch v,

u tin tng c tnh sn phm, dch v trong khi ng thi t ra nhng mc tiu phttrin cho vic pht trin sn phm v dch v.

QFD c ng dng trong rt nhiu loi dch v, sn phm tiu dng, phc v

qun i v cc sn phm cng ngh ang ni. K thut cng c s dng nhn

dng v cung cp ti liu chin lc v mu k markering cnh tranh. QFD c coi

l cha kha ca Desing For Six Sigma (DFSS). N cng c bao gm trong tiu

chun ISO 9000:2000 tp trung vo s tha mn khch hng.

K t khi c gii thiu, k thut QFD c pht trin gim thiu thigian v nhng n lc cn b ra. cng chnh l l do ti sao ngy nay QFD li c

s dng rng ri nh vy.



28/28

VIETHANIT n mn hc

TI LIU THAM KHO

[1] Thng tin t internet:

http://quality.org/html/qfd.html

http://qtchatluong.co.cc/

http://www.google.com.vn/

http://qfd.org/

[2]bi dch t QFD-based Technical Textbook Evaluation (Procedure and a Case

StudyBy Mr. Jacob Chen and Dr. Joseph C. Chen).
http://quality.org/html/qfd.htmlhttp://qtchatluong.co.cc/http://www.google.com.vn/http://qfd.org/http://quality.org/html/qfd.htmlhttp://qtchatluong.co.cc/http://www.google.com.vn/http://qfd.org/

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