Quality Function Deployment (QFD)
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Transcript of Quality Function Deployment (QFD)
Quality Function Deployment(QFD)
The Voice of the Customer
Ron SedlockASQ JacksonvilleEducation Chair
Phone: (352) 473-6095 (352) 473-6096E-mail: [email protected]
Back to Basics
QFD in 15 minutes
• History
• The House of Quality
• The Voice of the Customer (VOC)
• Deploying the VOC
• Personal Use
What is QFD?
Quality Function Deployment is a design planning process driven by customer requirements.
1. QFD deploys “The Voice of the Customer” throughout the organization.
2. QFD uses planning matrices -- each called “The House of Quality”.
Voice of the Customer
Voice of the Designer
x = Design Trade-offs
Benchmarking
Reverse Engineering
Deploying the VOC
TechnicalRequirements
Cu
stom
erR
equ
irem
ents
ProductRequirements
Tec
hn
ical
Req
uir
emen
ts
ProcessRequirements
Pro
du
ctR
equ
irem
ents
ControlRequirements
Pro
cess
Req
uir
emen
ts
QFD - ASQ Meeting
Win
e in a b
ox
Screw
top b
ottle
Sp
ecial dietary n
eeds
Desserts on
table
“$2 wine”
“Dessert before dinner”
QFD - Audits
Mu
tual S
ched
ulin
g
Good
Ch
ecklist
Mak
e allowan
ces
Prioritize fin
din
gs
Keep
a sense of
prop
ortion
Good
format
Gives su
ggestions
Ob
jective Evid
ence
Solicit F
eedb
ack
“Don’t waste my time”
“Don’t nitpick”
“Give me a useful Report”
The Objectives of QFD
1. Determine the voice of the customer.
2. Examine the company’s response to this voice.
Coming Attractions
Next Month ---
α and β error
“Know your risks”