Back to Basics Quality Function Deployment QFD The

Back to Basics Quality Function Deployment (QFD) The Voice of the Customer

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”.

Benefits Of QFD • • Customer Driven Reduces Implementation Time Promotes Teamwork Provides Documentation

Customer Driven • • • Creates Focus On Customer Requirements Uses Competitive Information Effectively Prioritizes Resources Identifies Items That Can Be Acted On Structures Resident Experience/Information

Reduces Implementation Time • • • Decreases Midstream Design Change Limits Post Introduction Problems Avoids Future Development Redundancies Identifies Future Application Opportunities Surfaces Missing Assumptions

Promotes Teamwork • • Based On Consensus Creates Communication At Interfaces Identifies Actions At Interfaces Creates Global View-Out Of Details

Voice of the Designer Voice of the Customer

x = Design Trade-offs

Benchmarking

Reverse Engineering

Deploying the VOC Technical Requirements Customer Requirements Product Requirements Technical Requirements Process Requirements Product Requirements Control Requirements Process Requirements

Provides Documentation • • • Documents Rationale For Design Is Easy To Assimilate Adds Structure To The Information Adapts To Changes (Living Document) Provides Framework For Sensitivity Analysis

House Of Quality Interrelationship between Technical Descriptors Relationship between Requirements and Descriptors Prioritized Technical Descriptors Prioritized Customer Requirements (Voice of the Customer) Technical Descriptors (Voice of the organization)

The Objectives of QFD 1. Determine the voice of the customer. 2. Examine the company’s response to this voice.

QFD Summary • Orderly Way Of Obtaining Information & Presenting It • Shorter Product Development Cycle • Considerably Reduced Start-Up Costs • Fewer Engineering Changes • Reduced Chance Of Oversights During Design Process • Environment Of Teamwork • Consensus Decisions • Preserves Everything In Writing