Quality Management for Organizational Excellence LecturePresentation Notes By

Quality Management for Organizational Excellence Lecture/Presentation Notes By: Dr. David L. Goetsch and Stanley Davis Based on the book Quality Management for Organizational Excellence (Sixth Edition) Quality Management, 6 th ed. Goetsch and Davis 1 © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Seventeen: Quality Function Deployment MAJOR TOPICS n What is QFD? n Benefits of QFD n Customer Information: Feedback and Input n QFD Tools n Implementing QFD Quality Management, 6 th ed. Goetsch and Davis 2 © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Seventeen: Quality Function Deployment (Continued) n QFD is an approach to continual improvement that brings customers into the design of processes. It translates what the customer wants into what the organization produces. QFD was originally developed in Japan’s Kobe Shipyard in the 1960 s. A QFD matrix takes the shape of a house. Quality Management, 6 th ed. Goetsch and Davis 3 © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Seventeen: Quality Function Deployment (Continued) n QFD yields the following benefits to organizations that are interested in continual improvement: § § Customer focus Time efficiency Teamwork orientation Documentation orientation Quality Management, 6 th ed. Goetsch and Davis 4 © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Seventeen: Quality Function Deployment (Continued) n Customer information falls into two broad categories: input and feedback. Feedback is given after the fact; input is given before the fact (early in the product development cycle). Both types of information can be further classified according to the following categories: § Solicited § Unsolicited § Quantitative § Qualitative § Structured § Random. Quality Management, 6 th ed. Goetsch and Davis 5 © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Seventeen: Quality Function Deployment (Continued) n In addition to the traditional quality tools, QFD also makes use of several specialized tools including the: § § Affinity diagram Interrelationship digraph Tree diagram Matrix diagram. Quality Management, 6 th ed. Goetsch and Davis 6 © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Seventeen: Quality Function Deployment (Continued) ● Affinity diagrams are used to promote creative thinking. The interrelationship digraph is used to bring logic to the process of identifying relationships among ideas. The tree diagram identifies all tasks that must be accomplished to solve a problem. Matrix diagrams are used to identify connections among responsibilities, tasks, functions, and so on. Quality Management, 6 th ed. Goetsch and Davis 7 © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Seventeen: Quality Function Deployment (Continued) n The steps for implementing QFD are as follows: § § § Form the project team. Establish monitoring procedures. Select a project. Conduct a kickoff meeting. Train the team. Develop the matrices. Quality Management, 6 th ed. Goetsch and Davis 8 © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.