Quality Function Deployment

Quality Function Deployment

Voice of the customer House of quality

QFD: An approach that integrates the voice of the customer into the product and service development process.

4-1

The House of Quality

Figure 4.3
Correlation matrix

Design requirements

Customer requirements

Relationship matrix

Competitive assessment

Specifications or target values

4-2

House of Quality Example

Figure 4.4
Correlation:
X X X

Water resistance

Accoust. Trans. Window

Energy needed to close door

Door seal resistance

Engineering Characteristics

Check force on level ground Energy needed to open door

Strong positive Positive Negative Strong negative

X = Us A = Comp. A B = Comp. B (5 is best) 1 2 3 4

Competitive evaluation

Customer Requirements Easy to close

7 5 3 3 2
Reduce energy level to 7.5 ft/lb

X X AB

AB

Stays open on a hill

Easy to open Doesnt leak in rain No road noise Importance weighting Target values

XAB A XB X A B

10

6
Maintain current level

6
Reduce force to 9 lb.

9
Reduce energy to 7.5 ft/lb.

2
Maintain current level

3
Maintain current level

Relationships:
Strong = 9 Medium = 3 Small = 1

Technical evaluation (5 is best)

4-3

5 4 3 2 1

B A X

BA X

B A X

B X A

BXA

BA X

House of Quality (QFD) Example

The following House of Quality (QFD) example gives a simple overview of the intended use of a House of Quality matrix and demonstrates how successive HOQs flow into one another, facilitating the Quality Function Deployment process. This particular QFD example was created for an imaginary Chocolate Chip Cookie Manufacturer (a.k.a. a Bakery). The example maps customer requirements to parts/materials to be purchased in order to meet and/or exceed the customer expectations. (The prioritization comes into play when assuming limited availability of funds for making purchases.)

 The QFD ends with HOQ #3. This is due primarily to the fact that all of its parts/materials are purchased rather than manufactured. Had a different product been chosen, a 4th HOQ could have been added that mapped parts/materials attributes to processes and/or initiatives for manufacturing the parts that met those specifications. The Weight requirement (column #4) in HOQ #1 may not be a valuable requirement. You can tell that this requirement is suspect by the fact that its Max Relationship Value in Column is only 1. (Note: the template auto-highlights warning values.) The Weight requirement (row #4) in HOQ #2 is not being addressed. Similarly, Tensile Ultimate Strength (Row #3) and Size (diameter) (Row #5) are not being substantially addressed. (Note their Max Relationship Value in Row values.) HOQ #3 has examples of both of the issues listed in #1 & 2 above.