Transcript Quality Management

Quality Management
Lecture 07.
Designing and Assuring Quality
The Design Process
Customer
future
needs
projection
Product
idea
generation
Technology
selection for
product
developement
Technology
developement
for process
selection
Product
marketing and
distribution
preparation
Final
product
definition
Product
design and
evaluation
Manufacturing
system design
Product
manufacture,
Delivery and
use
QFD – Quality Function
Deployment
• House of quality
• Customer needs are
translated into
functional production
design
• Voice of customers
Traditional design vs. QFD
Traditional Design
QFD
Customer needs
Customer needs
Importance to
customers
Competitiors
product
Target value
for designing
Desing
Desing
Results of
design
Results of
design
Process
Desgin
Process
Desgin
1. Step – customer needs
Customer requirements
1. Clean facilities
2. Comfortable seating
3. Delicious foods
4. Responsive servers
2. Step – technical design elemetns
2.
3.
4.
5.
Type of tile
Dirt resistance of floor tiles
Seat material
Server training
Menu standardization
Technical Requirements
1.
9
3
5. Menu standardization
2. Comfortable seating
9
4. Server training
Customer
requirements
1. Clean facilities
3. Seat material
1 – weak association
2. Dirt resistance of floor
tile
3 – somewhat
associated
1. Type if tile
9 – strong relationship
Technical
Requirements
3. Step - relationship
1
9
3. Delicious food
1
9
4. Responsive servers
9
3
4. Step – correlation between
technical elements
9 – strong positive
9
9
-3 – negative
5. Menu standardization
4. Server training
3. Seat material
2. Dirt resistance of floor tile
1. Type of tile
Technical Requirements
-9 – strong negative
-3
3 – positive
5. step. Competitive assessment
Customer req.
• Both for customer
requirements and
technical elements
• 5 point scale
• A, B – competitiors
• Us – own company
1
2
B
3
4
Us B
A U
Us
B Us
5
A
B
A
A
Technical req.
1
2
3
4
5
A
A
A
A Us
B
B Us S,B
Us Us
A
B
B
6. Step – priorizing customer
needs
•
•
•
•
importance (1-10)
Target value (1-5)
Sales point (1-2)
Absolute weight – product of these three
1. Clean facilities
Customer
requirements
2. Comfortable
seating
3. Delicious food
4. Responsive servers
Imp
9
3
6
8
7
5
4
4
Target Sales
value
point
Abs.
weight
1
27
1
2
2
30
64
56
7. Step – priorizing technical
requirements
• Difficulty (1-10)
• Target value (the same)
• Absolute weight (sum of the products of relationship
between customer requirements and technical
requirements and importance to customers)
• Relative weight (sum of the products of relationship
between customer requirements and technical
requirements and absolute weight of customer needs
5. Menu standardization
Abs. weight
4. Server training
4. Responsive servers
3. Seat material
3. Delicious food
2. Dirt resistance of floor
tile
2. Comfortable seating
1. Type if tile
Technical
Requirements
Customer
requirements
1. Clean facilities
9
9 9 3 1
6
9
1 9 8
9 3 7
81
81
81 80
93
0,19 0,19 0,190,19 0,22
Relat. weight
Imp
243 243 351 595 744
0,11 0,11 0,160,27 0,34
Target
value
Sales
point
Abs.
weight
3
1
27
5
1
30
4
2
64
4
2
56
Σ416
8. Step – final
evaluation
Σ2176
Restaurant have to
focuse on menu
standardization
FMEA (failure mode and effects
analysis
• Reliability –
– Component - propensity of a part to fail over a given
time
– System – probability that a system of component will
perform its function over a period of time
• Can be used for:
–
–
–
–
–
Concept
Process
Design
Service
Equipment
Steps
•
•
•
•
•
1. step - Identify components or steps
2. step – list all functions
3. step – identify failures
4. step – Idintify its effects
5. step – evaluate the consequances (1-10)
• 6. stept – Estimate
the relative likelihood
of occurance for each
failure
• 7. step – estimate the
ease of detection
• 8. Calculate risk –
RPN number
• Evaluate the risk of a component or a failure
– Risk=P (occurrence of the problem)*Lost
– occurrence: chance to occur + not revealed by inspection
– Lost: the effect of the failure
• RPN – SR*DR*OR
– SR – severity rating
– DR – detection rating
– OR – Occurrence rating
• RF – sum of RPNs for failures
• RP – sum of RFs for parts
Thank you for your attention!