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11 Instructor Slides
Product or service life
stages
4-12
Instructor Slides
Quality Function Deployment
(QFD)
QFD is a methodology for defining
customer needs and requirements as well
as keep everyone in the project team
focused on them.
It translates customer needs into specific
characteristics (engineering/tangible
specifications); and helps identify the
system processes and production norms to
achieve the needs.
QFD is a planning tool. It represents a
process for integrating cross functional
teams and project activities.
Ref 1 pg483
Quality Function
DEFINITION 3
Deployment
QFD IS A SYSTEM FOR TRANSLATING
CUSTOMER REQUIREMENTS INTO
APPROPRIATE COMPANY MEASURES
AT EACH STAGE FROM RESEARCH
AND PRODUCT DEVELOPMENT TO
ENGINEERING AND MANUFACTURING TO
MARKETING/SALES AND DISTRIBUTION.
QFD House of Quality
Deploying quality
Functions
Kano Model
Kano et al designed a very useful
diagram for characterizing customer
needs.
X axis depicts the performance of the
product while the Y axis depicts the
level of satisfaction derived by the
custome.
24
Legal issues vis a vis Product &
Service
Conforming to the laws of the land is
a vital factor in products/services at
all stage during their life cycle.
Any contravention of safety laws or
socio-political laws (such as
prohibition, smoking, public decency,
national interest) must be avoided by
taking due care during the design,
production, use and disposal stages.
Differences between Service
and Product Design
1. Products are generally tangible, services intangible
2. Services are created and delivered at the same time
3. Services cannot be inventoried
4. Services are highly visible to consumers
5. Some services have low barriers to entry and exit
6. Location is often important to service design, with
convenience as a major factor
7. Service systems range from those with little or no
customer contact to those that have a very high
degree of customer contact
8. Demand variability alternately creates waiting lines or
idle service resources