Transcript Q F D uality

Quality Function
Deployment
Nadeem Ishaq Kureshi
www.geocities.com/nadkureshi
1
Plan
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Overview
QFD: Step by Step
Interactive Tutorial
Case Study
Exercise
All material available at www.geocities.com/nadkureshi
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Requirement Engineering (RE)
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Engineering / Analysis of the requirements of a
product or service lifecycle.
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Conception, Design, Make, Deliver, Maintenance,
Recycling …..
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Requirements
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Customer Requirements
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Operational distribution or deployment: Where will the system be used?
Mission profile or scenario: How will the system accomplish its mission
objective?
Performance and related parameters: What are the critical system parameters to
accomplish the mission?
Utilization environments: How are the various system components to be
used?
Effectiveness requirements: How effective or efficient must the system be in
performing its mission?
Operational life cycle: How long will the system be in use by the user?
Environment: What environments will the system be expected to operate in
an effective manner?
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Functional Requirements
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Performance Requirements
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Explain what has to be done, and identified The necessary
task, action or activity that must be accomplished.
Extent to which a mission or function must be executed;
measured in terms of quantity, quality, coverage, timeliness or
readiness
Design Requirements
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The “build to,” “code to,” and “buy to” requirements for
products and “how to execute” requirements
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Derived Requirements
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Requirements that are implied or transformed from
higher-level requirement.
Allocated Requirements
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Established by dividing / allocating a high-level
requirement into multiple lower-level requirements.
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Example: A 100-pound item that consists of two subsystems
might result in weight requirements of 70 pounds and 30 pounds
for the two lower-level items.
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Overview of QFD
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The History of QFD.
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What is QFD?
Why use QFD?
Characteristics of QFD?
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History of QFD
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1960’s, Yoji Akao conceptualized QFD.
Statistical Quality Control, SQC, was the
central quality control activity after WWII.
SQC became Total Quality Control, TQC.
QFD was derived from TQC.
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First Application of QFD
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1966, Bridgestone Tire Corp first used a
process assurance table.
1972, the process assurance table was
retooled by Akao to include QFD process.
1972, Kobe Shipyards (of Mitsubishi Heavy
Industry) began a QFD Oil Tanker project.
1978, Kobe Shipyards published their quality
chart for the tanker.
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QFD Takes Hold
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The first paper on QFD was published in 1972.
In 1978, the first book on QFD was published
in Japanese.
In 1983, the first English QFD article was
published in North America.
By the late 1970’s most of the Japanese
manufacturing industry were using QFD.
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QFD in North America
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QFD spread rapidly in North America during the
1980’s
The Automobile industry and Manufacturing began
heavy use of QFD at this time.
QFD symposiums (North American, Japanese,
European, International) were set up to explore
research relating to QFD techniques.
The QFD institute was formed in 1994.
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Additional Techniques
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There are many techniques which are a style of
QFD or are used to enhance QFD.
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These include: TRIZ, conjoint analysis, the seven
product planning tools, Taguchi methods, Kano
model, SQFD, DQFD, Gemba, Kaizen,
Comprehensive QFD, QFD (N), QFD (B).
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Overview of QFD
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The History of QFD.
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What is QFD?
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Why use QFD?
Characteristics of QFD?
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What is QFD?
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Quality Function Deployment, QFD, is a quality
technique which evaluates the ideas of key stakeholders
to produce a product which better addresses the
customers needs.
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Customer requirements are gathered into a visual
document which is evaluated and remodeled during
construction so the important requirements stand out as
the end result.
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The QFD Paradigm
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QFD provides the opportunity to make sure you have a
good product before you try to design and implement
it.
It is about planning and problem prevention, not
problem solving (Eureka, 1988).
QFD provides a systematic approach to identify which
requirements are a priority for whom, when to
implement them, and why.
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High-Level QFD
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Requirements are initially elicited using other RE
techniques (interviewing, brain-storming, focus-groups,
etc).
QFD involves the refinement of requirements using
matrices and charts based on group decided priorities.
There are 4 Phases of QFD. Each Phase requires
internal iteration before proceeding to the next. Once
at a Phase you do not go back.
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What Does QFD Require?
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QFD requires time, effort, and patience.
QFD requires access to stakeholder groups.
The benefits of QFD are not realized immediately.
Usually not until later in the project or the next project.
QFD requires full management support. Priorities for
the QFD process cannot change if benefits are to be
realized.
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Overview of QFD
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The History of QFD.
What is QFD?
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Why use QFD?
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Characteristics of QFD?
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Why use QFD?
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The QFD process leads participants to a
common understanding of project direction
and goals.
QFD forces organizations to interact across
their functional boundaries (Hales, 1995).
QFD reduces design changes (Mazur, 2000).
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QFD Artifacts
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Prioritized list of customers and competitors.
Prioritized list of customer requirements.
Prioritized list of how to satisfy the requirements.
A list of design tradeoffs and an indication of how to
compromise and weigh them.
A realistic set of target values to ensure satisfaction.
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What about Cost?
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Cost reduction is not mentioned as a ‘Why to
use QFD’.
Initial costs will be as high or a little higher
compared with traditional techniques.
You are seeking long term savings in that
product or the products that follow.
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Overview of QFD
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The History of QFD.
What is QFD?
Why use QFD?
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Characteristics of QFD?
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Characteristics of QFD
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4 Main Phases to QFD
Product Planning including the ‘House of Quality’
(Requirements Engineering Life Cycle)
 Product Design (Design Life Cycle)
 Process Planning (Implementation Life Cycle)
 Process Control (Testing Life Cycle)
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QFD Phase 1
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Phase 1 is where most of the information is
gathered.
Getting good data is critical. Any mistakes in
requirements here will be magnified later.
Engineers should spend most of time in this
Phase.
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The House of Quality (HoQ)
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Is a set of matrices which contains the requirements
(What’s) and the detailed information to achieve those
requirements (How’s, How Much’s).
Stakeholder groups fill in the matrices based on their
priorities and goals.
A key to the HoQ is making sure each group answers
the same question about the same relationship, What
vs How, cell.
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Key Items to Address in HoQ
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QFD Team Mission Statement.
Who is the customer?
What are the Requirements?
How important is each requirement?
How will you achieve each requirement?
Complete the Relationship Matrix (what’s vs how’s).
Which how’s are the most important?
What are the tradeoffs between the how’s?
What target values should be established?
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QFD: Step by Step Guide
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How QFD Works
Step by Step Guide to Build a “House of
Quality”
Example:
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Web page development
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How QFD Works
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Customer-requirements-driven design and production
planning process
Rationale is that product quality is measured by
customer satisfaction and customers are satisfied if
their needs or requirements are met
QFD is building requirements into products.
Inputs customer requirements
Outputs production procedures for producing a
product to satisfy customers.
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How QFD Works (2)
Technical
Specifications
Requirements
Conceive
High Level
Design
Design
Methods
Tools
Process
Procedures
Production
QFD Planning Process
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Customer Requirements
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"Voice of Customer” (VOC)
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Are “whats”
Expressed in customer’s own language
Qualitative, vague, ambiguous, incomplete,
inconsistent
Group session
Categorization and organization
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Technical Specifications
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Voice of the Engineers or Designers (“hows”).
Interpretations of "whats" in terms of technical specifications
or design requirements (designers’ language)
Potential choices for product features
Each "whats" item must be converted (refined) to “how(s)”
They have to be actionable (quantifiable or measurable)
Free of technology and implementation creates flexibility for
design
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Relationship Matrix
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“Whats” vs. “Hows”
Correlates how “hows” satisfy “whats”
Use symbolic notation for depicting weak, medium,
and strong relationships
A weight of 1-3-9 or 1-3-5 is often used
More “strongs” are ideal
Cross-checking ability
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Customer Prioritization
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Prioritizing the importance of each “whats” item to
the customer.
Rate each “whats” item in 1 to 5 rating
Completed by the customer
AHP can be used
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Customer Market Competitive
Evaluations
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Comparison of the developer's product with the
competitor’s products
Question: “Why the product is needed?”
The customer evaluates all products comparing each
“whats” item
Rating of 1 of 5 is given
The results help position the product on the market.
Identify the gaps
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Target Goals
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“How much’s" of the “Hows“ (measurement)
Answers a common design question: "How much is good
enough (to satisfy the customer)?“
Not known at the time when the "hows" are determined.
They are determined through analysis.
Clearly stated in a measurable way as to how customer
requirements are met
Provides designers with specific technical guidance
Can be used for (acceptance) testing.
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Correlation Matrix
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“Roof ” part
Identifies how “hows” items support (positive) or
conflict (negative) with one another
May combine strong positive items to reduce
development effort
Find trade-offs for negative items by adjusting “how
much” values.
Trade-offs must be resolved or customer
requirements won’t be fully satisfied.
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Technical Specifications
Competitive Evaluation
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Similar to customer market competitive
evaluations but conducted by the technical
team
Technical advantages or disadvantages over
competitor products
Conflicts may be found between customer
evaluations and technical team evaluations
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Technical Difficulty Assessment
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Performed by technical teams
Helps to establish the feasibility and
realization of each "hows" item
1 to 5 ratings
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Overall Importance Ratings
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Only time when math is required
Calculated overall ratings
Function of relationship ratings and
customer prioritization ratings.
Used to determine a set of technical
specifications / requirements needed for the
next phase.
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Decisions for Phase 2
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The “Hows” are analyzed
Overall importance ratings
 Technical difficulties
 Competitive ratings
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Decisions on design requirements are made
Start product design phase
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Interactive Tutorial
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Acknowledgement
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Macquarie Grad School of Mgt, Australia.
Uses Flash Player
Can be viewed in Firefox or other explorers with
required plug-ins
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CASE STUDY
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APPLICATION OF QFD TO DSIGN A
COURSE IN TQM AT UoM (COE)
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DISCUSSION - CASE STUDY
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APPLICATION OF QFD TO DSIGN A
COURSE IN TQM AT UoM (COE)
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EXERCISE
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MAKE A QFD FOR AN ELECTRIC
IRON
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Importance
House of Quality
5
Trade-off matrix
3
Design
characteristics
1
4
2
Customer
requirements
Relationship
matrix
Competitive
assessment
6
Target values
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Competitive Assessment of
Customer Requirements
Competitive Assessment
Easy and
safe to use
Irons
well
Customer Requirements
1
2
3
B A
4
Presses quickly
9
Removes wrinkles
8
AB
X
Doesn’t stick to fabric
6
X
BA
Provides enough steam
8
AB
Doesn’t spot fabric
6
X AB
Doesn’t scorch fabric
9
A XB
Heats quickly
6
Automatic shut-off
3
Quick cool-down
3
X
Doesn’t break when dropped
5
AB
Doesn’t burn when touched
5
AB X
Not too heavy
8
X
X
5
X
B
X
A
ABX
A B
X
A
B
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Irons
well
Presses quickly
-
Removes wrinkles
+
Doesn’t stick to fabric
-
Provides enough steam
+
+
+ +
-
-
+ - +
+
-
Automatic shut-off
+
Quick cool-down
Doesn’t break when dropped
-
- +
+ + +
Doesn’t burn when touched
Not too heavy
Automatic shutoff
+ +
+ + +
+ -
-
Protective cover for soleplate
+ + +
+
Heats quickly
Time to go from 450º to 100º
-
+
Doesn’t scorch fabric
Time required to reach 450º F
Flow of water from holes
Size of holes
Number of holes
- + + +
Doesn’t spot fabric
Easy and
safe to use
Material used in soleplate
Thickness of soleplate
Size of soleplate
Weight of iron
Customer Requirements
Energy needed to press
From
Customer
Requirements
to Design
Characteristics
+
+ -
-
- +
+
+
+ + +
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Automatic shutoff
Protective cover for soleplate
Time to go from 450º to 100º
Time required to reach 450º
+
Flow of water from holes
-
Size of holes
-
Number of holes
Material used in soleplate
Thickness of soleplate
Size of soleplate
Weight of iron
Energy needed to press
Tradeoff Matrix
+
+
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Number of holes
in.
cm
ty
ea
3
1.4
8x4
2
SS
27
15
0.5
45
500
N
Y
4
1.2
8x4
1
MG
27
15
0.3
35
350
N
Y
2
1.7
9x5
4
T
35
15
0.7
50
600
N
Y
3
4
4
4
5
4
3
2
5
5
3
0
3
3
3
3
4
3
3
3
4
4
5
2
1.2
8x5
3
SS
30
30
500
*
*
*
*
*
*
*
Automatic shutoff
Material used in soleplate
Protective cover for soleplate
Thickness of soleplate
Time to go from 450º to 100º
Size of soleplate
lb
Flow of water from holes
Weight of iron
ft-lb
Size of holes
Energy needed to press
Objective
measures
Units of measure
Iron A
Iron B
Our Iron (X)
Estimated impact
Estimated cost
Targets
Design changes
Time required to reach 450º
Targeted Changes in
Design
mm oz/s sec sec Y/N Y/N
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Completed House of Quality
SS = Silverstone
MG = Mirorrglide
T = Titanium
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A Series of Connected QFD
Houses
Part
characteristics
Process
characteristics
A-2
Parts
deployment
Operations
A-3
Process
planning
Process
characteristics
House
of
quality
Part
characteristics
A-1
Product
characteristics
Customer
requirements
Product
characteristics
A-4
Operating
requirements
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DISCUSSION
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Some URLs for QFD
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http://www.npd-solutions.com/qfdsteps.htm
http://www.qfdi.org/
http://www.iti-oh.com/cppd/qfd/qfd_basics.htm
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http://www.becker-associates.com/qfdwhatis.htm
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http://www.pardee-quality-methods.com/qfdis.html
http://www.npd-solutions.com/qfd.html
http://www.icqfd.org/
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