Quality Function Deployment

(QFD)

History
1972 Japan Mitsubishi Total Quality Management

continued
Valuable tool Underused Fundamental to success

QFD - Defined
A quality assurance tool for profit and non-profit organizations aimed at locating customer needs and transcending those needs into product/service production stages, ensuring that customer needs are delivered in the end.

QFD Purpose
Translate consumers voice into technical design requirements Determine & prioritize customer needs Translate customer needs to product design parameters

continued
Coordinate efforts and skills of an organization from a projects inception to its completion Ensure customer expectations Avoid manufacturing catastrophe

QFD can be used to:

Reduce product development time by 50% Cut start-up & engineering costs by 30% Reduce time to market Reduce # of design changes

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Lower rework Reduce facilitys maintenance/operation costs Improve quality

The Overall Goal

Increase customer satisfaction

=
Increase business success

House of Quality
QFDs primary tool Arranges facts Forms relationships Measures success

The What's & How's

What side
Customer requirements/needs

How side
How to meet those needs

The House of Quality

Nuts & Bolts

Nuts & Bolts

Step 1: Prepare customer requirements list Step 2: Prioritize customer requirements list Step 3: Translate Requirements to quantifiable measures

Continued
Step 4: Determine How Measurement Step 5: Prepare correlation matrix Step 6: Determine What and How relationships

Continued
Step 7: Determine design characteristics importance Step 8: Evaluate current competitors Step 9: Identify benchmarks

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Step 10: Determine target values Step 11: New design evaluation

The House of Quality

Real Life - requirements

College Classroom
Space Seating Sound Aesthetics Ambience (air, temp., etc.)

House of Quality

What This Means

Increase company efficiency
Decrease company costs

Increase customer satisfaction

In a nut shell, QUALITY is achieved.

 QFD goes back to the principles of marketing; i.e. discovering consumers needs and delivering those needs to them

Resources
Eldin, Neil. A Promising Planning Tool: QFD. Cost Engineering 44 (2002): 28-37. Howell, David. Making Wishes come True. Professional Engineering 13 (9 Feb. 2000): 39. Lee, S.F. and Andrew Sai On Ko. The Art of Business Management Strategies. Managerial Auditing Journal 15 (2000): 68-76. Russel, Roberta S. and Bernard W. Taylor III. Operations Management. New Jersey: PrenticeHall, 2000.