Six Sigma Black Belt Study Guides

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1 Six Sigma Black Belt Study Guides 1 Powered by POeT Solvers Limited.

2 Quality Function Deployment Introduction Quality Function Deployment (QFD) is a comprehensive quality design approach used to define and transform the stated and unstated customer needs or requirements (VOC) into design quality. These requirements are the collection of customer needs, including all satisfiers, exciters / delighters, and dissatisfiers. The voice of the customer is captured in a variety of ways: direct discussion or interviews, surveys, focus groups, customer complaints, observation, warranty data, field reports, etc. QFD encompasses every stage of the product/service development from inception to delivery. 2 Powered by POeT Solvers Limited.

3 Brief history of QFD Quality Function Deployment Origin Mitsubishi Kobe Shipyard 1972 Developed by Toyota and its suppliers Expanded to other Japanese manufacturers Adopted by Ford and GM in the 1980s When is QFD appropriate? For development and delivery of highly efficient products or services. So, QFD is needed when there is(are): Poor communications and expectations get lost in the complexity of product development Lack of structure or logic in the allocation of product development resources Lack of efficient / effective product / process development teamwork Extended development time caused by excessive redesign, problem solving, or fire fighting 3 Powered by POeT Solvers Limited.

4 Quality Function Deployment Questions answered by using QFD What do customers want? Are all preferences equally important? Will delivering perceived needs deliver a competitive advantage? How can we change the product? How do engineering characteristics influence customer perceived quality? How does one engineering attribute affect another? What are the appropriate targets for the engineering characteristics? 4 Powered by POeT Solvers Limited.

5 Importance rankings Quality Function Deployment Quality Function Deployment s House of Quality (HoQ) Correlation matrix 6 The House of Quality 3 Design attributes 1 Customer needs 2 4 Relationships between customer needs and design attributes 5 Competitive Analysis 7 Cost/Feasibility 8 Engineering measures 5 Powered by POeT Solvers Limited.

6 Quality Function Deployment Building the house of quality Identify customer attributes Identify design attributes / requirements Relate customer attributes to the design attributes Conduct an evaluation of the competing products Evaluate design attributes and develop targets Determine which of the design attributes to deploy in the rest of the process 6 Powered by POeT Solvers Limited.

7 Quality Function Deployment Step 1: Identify customer needs Product / service requirements as stated by the customer can be met through Market research, surveys, focus groups What is the customer s expectation from the product / service? Why does a customer purchase the product? Please note that you should get only few NUD (new, unique and difficult) needs. Ideally should be few and manageable. Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need 7 This is also referred to as: Customer attributes CTQs Ys Voice of the customer 7 Powered by POeT Solvers Limited.

8 Quality Function Deployment Step 2: Get the customer ranking of their needs (this can be prioritized based on the VOC) Need 1 5 Need 2 5 Need 3 3 Need 4 2 Need 5 4 Need 6 1 Need 7 1 Voice of the customer 8 Powered by POeT Solvers Limited.

9 HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW 7 Identify design attributes Quality Function Deployment Express in the language of designer / engineer and represent the technical attributes Design attributes must be measurable since the output will be controlled and compared to objective targets Consider each need and then try to determine how each need can be technically fulfilled. o How to satisfy customer whats o Product requirements o Xs Please note: Customer Needs (What) and Design attributes(how) may not be equal in number e.g. there can be 10 customer needs and 12 design attributes Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need 7 Hows Satisfying customer needs 9 Powered by POeT Solvers Limited.

10 HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW 7 Quality Function Deployment Relating customer and design attributes To determine the strength of the relationship between what (customer needs) and how (design attributes).this can be classified as shown below. The purpose is to find out whether the final design attributes adequately cover customer needs. o Strength of the relationship between Whats and Hows H Strong 9 M Medium 3 L Weak 1 o Y = F(X) Need 1 5 H L L M Need 2 5 H Need 3 3 M L Need 4 4 H Need 5 2 M Need 6 4 M L H Need 7 1 L M 10 Powered by POeT Solvers Limited.

11 HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW 7 Quality Function Deployment Prioritizing Design Attributes The HOWs are prioritized using a measure called technical importance (TI) Technical Importance (TI) = (CI* Strength) e.g. For how1, TI = 5*9+4*3 = CI = Customer Importance Strength is measured on a 9, 3, 1 scale TI = column (CI *Strength) Need 1 5 H L L M Need 2 5 H Need 3 3 M L Need 4 4 H Need 5 2 M Need 6 4 M L H Need 7 1 L M Powered by POeT Solvers Limited.

12 HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW 7 Quality Function Deployment Completeness criteria: This is used to determine whether all needs are addressed adequately and add more HOWs if needed CI = Completeness Criteria Strength is measured on a 9, 3, 1 scale CC = row (ci*strength) Need 1 5 H L L M 70 Need 2 5 H Need 3 3 M L Need 4 4 H Need 5 2 M 8 Need 6 4 M L H 52 Need 7 1 L M Powered by POeT Solvers Limited.

13 Software and templates to create QFDs There are specific software available for creating QFDs. Please refer to the following websites which provide templates and software for creating of QFDs: FU8wpAodyU5QAg d=cpxyuqqfvpscfyctpaodquuiaq %20templates.aspx Powered by POeT Solvers Limited.

14 Quality Function Deployment Conclusion Introduction Definition of QFD Basic history of QFD When is QFD appropriate? House of quality Building house of quality 14 Powered by POeT Solvers Limited.