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BITSPilaniPilani Campus

Concurrent Engineering

QM ZG663

Lecture 2

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BITSPilaniPilani Campus

Quality Function

Deployment (QFD)

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Contents

1. Introduction

2. QFD Goals and Benefits

3. Methodolog

!. "ouse of Qualit #"$Q%

&. Construction of "ouse of Qualit

'. ()ample Case

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Introduction

1*+*,+2*1& QM -G''3 Concurrent (ngineering BI/ Pilani

0 Competitie

0 Producing defect free products

0 QFD is an effectie tool for sstematic

capture of customer needs

0 utomoiles4 aero5space4 copiers4

defense4 consumer goods4 electronics etc.

!

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QFD

0 QFD ma e defined as elaorate charts to translateperceptions of 6ualit into product characteristics and

product characteristics into farication and asseml

re6uirements

0 /tructured planning tool of C( 7hich can e used toinfluence the incorporation of product attriutes 7hich

are in accord 7ith customer e)pectations

0 Mapping the customer re6uirements into specific

design features through one of more matrices of8e)pectations and fulfilment options9

0 In this 7a : the oice of the customer; is deploed

throughout the compan

1*+*,+2*1& QM -G''3 Concurrent (ngineering BI/ Pilani &

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Voice of customer

1*+*,+2*1& QM -G''3 Concurrent (ngineering BI/ Pilani '

0 Because QFD concentrates on customer expectations and needs, aconsiderable amount of eort is put into research to determinecustomer expectations.

0 This process increases the initial planning stage of the project

denition phase in the development ccle.

0 But the result is a total reduction of the overall ccle time in bringingto the mar!et a product that satises the customer.

0 The driving force behind QFD is that the customer dictates the

attributes of a product. "ustomer satisfaction, li!e #ualit, is denedas meeting or exceeding customer expectations.

0 $ords used b the customers to describe their expectations are oftenreferred to as the voice of the customer.

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Voice of customer

1*+*,+2*1& QM -G''3 Concurrent (ngineering BI/ Pilani

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QFD Met"odo!og#

0 QFD 7as originall designed to ta?e oice

of customers and translate it into a set of

product and process parameters that can edeploed through a four5phase process

= Product planning

= Parts+susstem Deploment

= Process planning

= Production planning

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QFD $ouse of Qu!it#

*elationshipmatrix

+o' to satisfcustomer 'ants

&nterrelationships

"ompetitive

assessmen

t

Technicalevaluation

Target values

$hat thecustomer

'ants

"ustomerimportance

ratings

$eightedrating


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$ouse of Qu!it# %$&Q'

0 It translates the customer needs into

measurale technical attriutes

0"$Q has t7o principal parts@ horiAontal portionand ertical portion

0 he horiAontal portion of "$Q contains

information relatie to the customer and

0 he ertical portion of the "$Q contains

technical information that responds to the

customer inputs


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Construction of $&Q

0 Identif customer 7ants

0 Identif ho7 the good+serice 7ill satisf

customer 7ants

0 elate customer 7ants to product ho7s0 Identif relationships et7een the product ho7s

0 Deelop importance ratings

0 (aluate competing products0 Compare performance to desirale technical

attriutes


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$ouse of Qu!it# E(m)!e

our team has been charged 'ithdesigning a ne' camera for -reat

"ameras, &nc.The rst action isto construct a+ouse of Qualit

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"ustomer

importancerating/ 0 highest1

2ight'eight 3

4as to use 5

*eliable /4as to hold stead 6

"olor correction 7

$hat thecustomer

'ants

$hat the"ustomer

$ants

*elationship8atrix

Technical9ttributes and

4valuation

+o' to %atisf"ustomer

$ants

&nterrelationships

9nalsisof

"om

petitor

s

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$hat the"ustomer

$ants

*elationship8atrix


4valuation


$ants

&nterrelationships

9nalsisof

"om

petitor

s

2o'

electric

itre#uirements

9luminumcomponents

9utofocus

9utoexposu

re

:aintpallet

4rgonomicd

esign

+o' to %atisf"ustomer $ants

1*+*,+2*1& QM -G''3 Concurrent (ngineering BI/ Pilani 1'

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2ight'eight 3

4as to use 5

*eliable /

4as to hold stead 6

"olor corrections 7


$hat the"ustomer

$ants

*elationship8atrix


4valuation


$ants

&nterrelationships

9nalsisof

"om

petitor

s

+igh relationship ;/

8edium relationship < 3

2o' relationship ; 7

*elationship matrix

1*+*,+2*1& QM -G''3 Concurrent (ngineering BI/ Pilani 1 6? 6? 36 6/

1*+*,+2*1& QM -G''3 Concurrent (ngineering BI/ Pilani 2*

22 = (3 x 1) +( 4 x 1) + (5 x

3)

+igh relationship ;/8edium relationship < 3

2o' relationship ; 7

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"ompan9

"ompanB

- :

- :

F -- :

: :

2ight'eight 3

4as to use 5

*eliable /4as to hold stead 6

"olor corrections 7

=ur importance ratings 66 /

+o' 'ell do competingproducts meet customer'ants

$hat the"ustomer

$ants

*elationship8atrix


4valuation


$ants

&nterrelationships

9nalsisof

"ompetitor

s


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$ouse of Qu!it# E(m)!e$hat the"ustomer

$ants

*elationship8atrix


4valuation


$ants

&nterrelationships

9nalsisof

"ompetitor

s

TargetvaluesTechnicalattributes1

Technicalevaluation

"ompan 9 @.? A@ es 7 o! -

"ompan B @.A /@ es 6 o! F

Cs @./ ?/ es 6 o! -

@

./9

?

/

6

toE

6

circuits

Failure7pe

r7@,@@@

:

anelran!in

g


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"ompleted

+ouse ofQualit

2ight'eight 3

4as to use 5

*eliable /

4as to hold stead6

"olor correction 7

=ur importance

ratings

2o'

electricitre#u

irements

9luminumcomponents

9utofocus

9utoexposure

:aintpallet

4rgonomicdesign

"ompan9

"ompanB

- :

- :

F -

- :

: :

Target valuesTechnicalattributes1

Technical

evaluation

"ompan 9 @.? A@es 7 o! -

"ompan B @.A /@es 6 o! F

Cs @./ ?/es 6 o! -

@./9

?/

6toE

6circuits

Failure7per7@,@@@

:anelran!ing

66 > 6? 6? 36 6/


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*not"er e(m)!e

1*+*,+2*1& QM -G''3 Concurrent (ngineering BI/ Pilani 2!

0 Design team is coming out 7ith a ne77ashing machine

0 It deplos QFD into it9s design process

0 Customer interie7 is conducted

= ddressing :hat; is needed

0 echnical attriutes collected

= ddressing : "o7; to satisf : 7hat; is needed

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*not"er e(m)!e

1*+*,+2*1& QM -G''3 Concurrent (ngineering BI/ Pilani 2&

Refer Excel

sheet

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Te(t +oo, e(m)!e

1*+*,+2*1& QM -G''3 Concurrent (ngineering BI/ Pilani 2'

"D storage caseexample

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Te(t +oo, e(m)!e


QM ZG663-L2

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