QualityFunctionDeploymentQFD英文版

The Customer Knows What They Want How We Extract It Also Matters
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Customer Needs
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g QFD: Building the First House of Quality
CTQ’s
Customer Needs
– From marketing and sales
– To research and product development
– To engineering and manufacturing
– To distribution and services
• Used to identify Critical to Quality Characteristics (CTQs).
HoHale Waihona Puke se ofQuality #1
Key Project Deliverables
Major Process Steps (HOW’s)
House of
Quality #2
Key Process Steps
Major Tasks (HOW’s)
House of
Quality #3
Key Tasks
CTQ: Critical to Quality A product feature or process step that must be controlled to guarantee that you deliver what the customer wants.
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Customer Needs
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g QFD: Building the First House of Quality
CTQ’s
Customer Needs
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g QFD: Building the First House of Quality
Customer Needs
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Understand The Types Of Needs Of Customers
• What Does the Customer Say
“Voice Of The Customer” Is Also A Process
• VOC Is The Independent Process • QFD Is The Dependent Process
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THE QFD “OPPORTUNITY”
QFD Is An Opportunity to Really Listen
• The Customer Knows What They Want • They Often Don’t Directly Verbalize • Lots of “OTHER” Stuff Tends to Surface • Watch for What They Say They Don’ Want
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Definition of QFD
• Structured methodology to identify and translate customer needs and wants into technical requirements and measurable features and characteristics:
CTQ’s
Customer Needs
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g QFD: Building the First House of Quality
CTQ’s
QFD House #1
CTQ’s
QFD House #2
High Level Process Steps
Needs CTQ’s
2001, General Electric Company, USA. All rights reserved
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g QFD: Building the First House of Quality
Customer Needs
2001, General Electric Company, USA. All rights reserved
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g QFD: Building the First House of Quality
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g QFD: Building the First House of Quality
CTQ’s
Customer Needs
2001, General Electric Company, USA. All rights reserved
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2001, General Electric Company, USA. All rights reserved
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QFD: Building the Second House of Qugality
2001, General Electric Company, USA. All rights reserved
2001, General Electric Company, USA. All rights reserved
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g QFD: Building the Second House of Quality
QFD House #1
CTQ’s
High Level Process Steps
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COMMON QFD PITFALLS
QFD On Everything
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Relationship Scores 9 = Strong 3 = Medium 1 =Weak 0 = None
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g QFD: Building the First House of Quality
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g QFD: Building the Second House of Quality
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g QFD: Building the Second House of Quality
CTQ’s
Customer Needs
2001, General Electric Company, USA. All rights reserved
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g QFD: Building the First House of Quality
CTQ’s
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QFD: Building the Second House of Qguality
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QFD: Building the Second House of Qguality
So, we might begin our focus here on this Process/Product Characteristic or keep several top process steps on our radar screen. So, next, we’ll see an important tool to help visualize the key “sub-process elements” that are relevant to delivering good CTQ performance is the Process Map.
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Quality Function Deployment QFD
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QFD Objectives
• By the end of the training program, the participant will be able to:
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QFD: Building the Second House of Quality QUIZ Question: Determine which would be the top 3 of these “How’s” (at the top)?
Needs CTQ’s
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QFD House #2
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g QFD: Building the Second House of Quality
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How to build a QFD
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QFD Flowdown (Services Application)
Customer Needs (WHAT’s)
Key Project Deliverables (WHAT’s)
Key Process Steps (WHAT’s)
CTQ’s (HOW’s)
– Relate the Quality Function Deployment (QFD) process to the Six Sigma process.
– Analyze when QFD is appropriate to use.
– Describe the phases of QFD.