POM 445 FINAL STUDY GUIDE

QFDDefinition: Quality Function Deployment (QFD) is a structured approach to defining customer needs or requirements and translating them into specific plans to produce products to meet those needs. The "voice of the customer" is the term to describe these stated and unstated customer needs or requirements.Process: It does so by seeking both spoken and unspoken needs, identifying positive quality and business opportunities, and translating these into actions and designs by using transparent analytic and prioritization methods, empowering organizations to exceed normal expectations and provide a level of unanticipated excitement that generates value.House of QualityCustomer needs (requirements): Gather voice of the customer interviews/ focus groups/ surveys complaints Sort VOC into major categories Structure these requirements in an affinity diagramTechnical Requirements Translating customer needs into organizations technical language Technical language is referred to as design requirements Translating what is desired by customer into howTechnical correlation Interrelation between technical responses Identifies technical areas requiring close collaborationRelationship matrix Mapping of the technical responses and customer needs Illustrate strength of the link between technical requirements and customer needs (satisfaction)Planning Matrix Importance rating for each customer requirement. Competitive evaluation; identifies strengths and weaknesses in competing products Opportunities for improvement Identification of selling points Direction for marketing strategyPriorities of Technical Features Competitive evaluation (technical requirement) Developing target for each technical requirement Prioritization of technical requirements Strong relationship to customer needs Poor competitive performance

Kanos Model Product characteristics are: dissatisfiers or must have Satisfiers or desired Delighters or exciting Delighters----satisfiers----dissatisfiers QFD is a tool for sorting out these differences and managing them

Quality Engineering Definition: use of engineering knowledge for economical production of a product that meets customer needs System design Converting voice of customer into technical requirements Parameter design Establish quantitative specification Nominal dimensions & tolerances Tolerance design Taguchi Loss Function

Process Capability What can the process achieve under stable condition Importance: how well a process meet design specification Process capability study: to collect information about performance of a process

Process capability study A peak performance study - how a process performs under ideal conditions A process characterization study - how a process performs under actual operating conditions A component variability study - to find the relative contribution of each component to the total variation.

Process capability index In process improvement efforts, the process capability index or process capability ratio is a statistical measure of process capability: the ability of a process to produce output within specification limits. USL LSL / 6(std. dev.)

Statistical Process Control A process to identify special cause variation and signaling the need for corrective action Basic SPC tool: control charts Applications of control charts: to establish a state of statistical control To monitor processes and identify out of control processes To determine the process capability

How to develop control charts? Preparation what to measure, frequency and sample size Data collection record and plot the data on the chart Determination of control limits center line, upper and lower limits Analysis and interpretation look for out of control points Monitor and take action