OM 020716

QUALITY FUNCTION DEPLOYMENT

QUALITY DEPLOYMENT
1. Market Segment
2. Customer Need
3. Customer Requirement
a. (Quality VOC: Voice of the customer)
b. Attention to detail, listen to the unstated voice
4. Product Specifications
a. Quality Technical
5. Process Specifications

QFD: Quality Function Deployment

- the integrated, structured, modular process of listening to the voice
of the customers, and translating their expectations into product
service quality specifications and resource and technical attributes.
- It aims to reduce the gap between customer expected and what you
deliver

Problems QFD can PREVENT

- Designing the wrong product
- Overlooking a vital quality feature
- Adding unncecessary quality features
- Improving the wrong technical attribute
- Overlooking a vital technical attribute
- Making the WRONG TRADEOFFS:
o between 2 quality features,
o between two technical attributes,
o between a quality feature and a technical attribute
HOWS VS HOWS
Building the House of Quality

HOWS WHYS
WHATS WHATS VS HOWS WHATS VS WHYS
HOW MUCHES HOWS VS HOW
MUCHES
Basic House
CASE DISCUSSION

CLASSIFY the voice of the customer

o Primary
o Secondary
 o Tertiary

Dimensions of Service Quality

1. Tangibles
2. Reliability
3. Responsiveness
4. Competence
5. Courtesy
6. Credibility
7. Security
8. Access
9. Communication
10. Empathy