8/6/2019 QFD Presentation
1/14
Quality Function Deployment
MBA 8760 Frances Sciarrone
Michelle Torian
Sonia Kim
8/6/2019 QFD Presentation
2/14
History of Quality Function
Deployment (QFD)
A systematic process for motivating a business tomeet customers through design requirementsdeveloped in the late 1960s by two Japanese
professors - Drs Yoji Akao and Shigeru Mizuno
A quality system that has been applied in virtuallyevery industry and business, from aerospace,manufacturing, software, communication, IT,chemical and pharmaceutical, transportation,defense, government, R&D, food to service industry
A customer-focused approach that includespsychological and lifestyle needs, not just functional
8/6/2019 QFD Presentation
3/14
Purpose of QFD
Seeks out spoken andunspoken customer needsfrom Voice of the Customer verbatim
Uncovers positive quality that wows the customer
Translates these qualities into designscharacteristics and deliverable actions
Builds and delivers a quality product or service byfocusing various business functions toward
achieving a common goal customer satisfaction Provides an opportunity for competitive advantage
8/6/2019 QFD Presentation
4/14
Purpose of the QFD Tool
House of Quality
House of Quality - graphic tool for defining
the relationship between customer desires
and the firm/product capabilities. Part of the Quality Function Deployment
(QFD)
Planning matrix relates what the customer
wants to how a firm is going to meet those
wants
8/6/2019 QFD Presentation
5/14
5
House of Quality
Technical requirements
Voice of
the
customer
Relationship
matrix
Technical requirement
priorities
Customer
requirement
priorities
Competitive
evaluation
Interrelationships
8/6/2019 QFD Presentation
6/14
House of Quality Diagram Comparison
Template 1 Template 2 Template 3 Template 4
Category
Data Validation X X X X
Automatic graphing X X
Formula Protection X X X
Ease of Use X
Percentage of Totals X X X X
Legend X
Interrelationships X X
Simplicity X X X
8/6/2019 QFD Presentation
7/14
HOQTemplate Example 1
8/6/2019 QFD Presentation
8/14
HOQTemplate Example 2
8/6/2019 QFD Presentation
9/14
HOQTemplate Example 3
8/6/2019 QFD Presentation
10/14
HOQTemplate Example 4
8/6/2019 QFD Presentation
11/14
Best in Class Template
8/6/2019 QFD Presentation
12/14
Populated Template
8/6/2019 QFD Presentation
13/14
8/6/2019 QFD Presentation
14/14
References http://www.isixsigma.com
http://www.qfdcapture.com/default.asp
http://www.qfdi.org http://www.qfdonline.com
http://www.sigmaxl.com
The Management and Control ofQuality, 6th edition, James R. Evansand William M. Lindsay