Improving Your Business Results Six Sigma Qualtec Designing
Improving Your Business Results Six Sigma Qualtec Designing a Product, Service, Process or System Using QFD Match Customer & Technical Requirements to Develop and Choose Design Concepts Six Sigma Qualtec – All Rights Reserved 1
Improving Your Business Results Six Sigma Qualtec Development Process Mission Statement Development Identify Establish Customer Target Needs Specifications Generate Concepts Select Test Concept(s) Set Plan Final Downstream Specifications Development Plan Perform Economic Analysis Benchmark Competitive Products Build and Test Models and Prototypes Target Specs Final Specs Based on customer needs Based on selected concept, and benchmarking feasibility, models, testing, and trade-offs Six Sigma Qualtec – All Rights Reserved 2
Improving Your Business Results Six Sigma Qualtec Building House of Quality Ladder the Matrices Production Characteristics Process Characteristics Design Production Options Planning Process Technical Requirements r e tom Planning Customer Design Requirements Selection o e ic Design Options e h t f s u c Vo Six Sigma Qualtec – All Rights Reserved 3
Six Sigma Qualtec Improving Your Business Results Applying QFD • Identify the customer requirements (external and internal). • Identify the technical requirements. • Use a planning matrix to relate customer requirements to technical requirements before proceeding to designing solutions. Six Sigma Qualtec – All Rights Reserved 4
Six Sigma Qualtec Improving Your Business Results Customer Requirements Customer requirements are collected through; Surveys Market Studies Literature Focus Groups Observation Benchmark Studies Six Sigma Qualtec – All Rights Reserved 5
Six Sigma Qualtec Improving Your Business Results Customer Requirements • Collecting Customer Requirements is a balance of quality of information and cost of information • Use qualitative & quantitative information together to improve the overall quality of the information gathered at an effective cost Six Sigma Qualtec – All Rights Reserved 6
Six Sigma Qualtec Improving Your Business Results Customer Requirements • Segment the customers or sources of information so you are including all voices but prioritizing direct feedback from your most important sources • Use the Kano model concepts so as to sort and prioritize the information for actions • Rate the strength of the information within the each segment and type of information (i. e. basic, performance or excitement) Six Sigma Qualtec – All Rights Reserved 7
Six Sigma Qualtec Improving Your Business Results Customer Requirements You know you are talking about Customer Requirements when you are talking about a customer’s experience. Example: I’d like a smooth ride on my bike (customer requirements) v. I’d like a bigger seat and spring loaded suspension (technical product requirements) Six Sigma Qualtec – All Rights Reserved 8
Six Sigma Qualtec Improving Your Business Results Technical Requirements Technical requirements are obtained from the elements essential for the design of the product, service, process or system. Example: I’d like a bigger seat and spring loaded suspension (technical product requirements) v. I’d like a smooth ride (customer requirements) Six Sigma Qualtec – All Rights Reserved 9
Six Sigma Qualtec – All Rights Reserved Improving Your Business Results QFD Planning Matrix 10
Six Sigma Qualtec Improving Your Business Results Where does your Planning Matrix lead? • The planning matrix allows you to put together different solutions in the form of alternative design concetps • A design concept is a selection of technical requirements that best satisfy customer requirements. • The design concept is evaluated using the design concept evaluation matrix. Six Sigma Qualtec – All Rights Reserved 11
Six Sigma Qualtec Improving Your Business Results Design Concept Developoment Matrix Numbers in the cells are the level of each requirement. Letters are design concept options. The final row is the current practice. Six Sigma Qualtec – All Rights Reserved 12
Six Sigma Qualtec – All Rights Reserved Improving Your Business Results Design Concept Evaluation 13
Six Sigma Qualtec Improving Your Business Results Conclusion • QFD is an effective, although not perfect way, method to improving products, services, processes and systems. • The first step is to collect and prioritize customer information. • Then match customer and technical requirements. • Then produce design alternatives to rank and consider process and production issues before choosing a solution. Six Sigma Qualtec – All Rights Reserved 14
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