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TQM QFD

Quality Function Deployment (QFD) is a systematic process that was developed in Japan in the late 1960s to help companies focus on customer needs. It uses cross-functional teams to identify and resolve issues around providing products, processes, and strategies that satisfy customers. QFD links customer needs to various business functions like design, engineering, and manufacturing to ensure customer voices are heard throughout the organization. It helps improve communication of customer wants and makes product specifications directly traceable to those wants and needs.

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26 views17 pages

TQM QFD

Quality Function Deployment (QFD) is a systematic process that was developed in Japan in the late 1960s to help companies focus on customer needs. It uses cross-functional teams to identify and resolve issues around providing products, processes, and strategies that satisfy customers. QFD links customer needs to various business functions like design, engineering, and manufacturing to ensure customer voices are heard throughout the organization. It helps improve communication of customer wants and makes product specifications directly traceable to those wants and needs.

Uploaded by

Ashok
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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QUALITY

FUNCTION
DEPLOYMENT

Dr. Yoji Akao, one of the


founders of QFD
"Time was when a man could
order a pair of shoes directly from
the cobbler. By measuring the foot
himself and personally handling
all aspects of manufacturing, the
cobbler could assure the customer
would be satisfied," .

History of QFD
QFD was developed in Japan
in the late 1960s by
Professors Shigeru Mizuno
and Yoji Akao.
At the time, statistical quality
control, which was introduced after
World War II, had taken roots in the
Japanese manufacturing industry.

Why use QFD?


Once a team has identified the customers'
wants, QFD is used for two fundamental
reasons:
To improve the communication of customer
wants throughout the organization.
To improve the completeness of specifications
and to make them traceable directly to customer
wants and needs.

QFD means
QFD links the needs of the customer
(end user) with design, development,
engineering, manufacturing, and
service functions.
QFD empowers organizations to
exceed normal expectations and
provide a level of unanticipated
excitement that generates value.

What is QFD?
Quality Function Deployment (QFD)
is a systematic process for motivating
a business to focus on its customers.
It is used by cross-functional teams
to identify and resolve issues involve
in providing products, processes,
services and strategies which will
more than satisfy their customers.

What is QFD?
Understanding Customer Requirements
Quality Systems Thinking + Psychology
+ Knowledge
Maximizing Positive Quality That Adds
Value
Comprehensive Quality System for
Customer Satisfaction
Strategy to Stay Ahead of The Game

A team identified the


following customer groups:
Users who are mainly concerned with
functionality.
Management who is mainly concerned with
financial and strategic issues.
Distribution and Purchasing Agents who are
concerned with purchase transaction and
availability issues.
Internal workers who are concerned with
how the product will affect the quality of their
work life.

How
Onedo
on we
one capture
customerour
interviews
Customers' Requirements?
Focus groups
In-context customer visits

VOICE OF CUSTOMER
Prioritizing Requirements
What should we use to prioritize Requirements?
Importance to the Customer
Our Current Product
Competitor One
Competitor Two
Our Future Product
Improvement Factor
Overall Importance
Percent Importance

How does QFD differ from


other quality initiatives?
QFD is quite different in that it
seeks out both "spoken" and
"unspoken" customer requirements
and maximizes "positive" quality
(such as ease of use, fun, luxury)
that creates value.

What are the characteristics of


QFD as a quality system?
QFD is a quality system that implements
elements of Systems Thinking and Psychology of
customer needs, what, and how end users
become interested.
QFD is a quality method of good Knowledge.
QFD is a quality system for strategic
competitiveness.
Quality Function Deployment (QFD) is the only
comprehensive quality system that satisfy the
customer throughout the development and
business process -- end to end.

What are the tools of QFD?


7 Management and Planning Tools
Which industry and business are using QFD?
QFD has been applied in virtually every industry
and business, from aerospace, manufacturing,
software, communication, IT, chemical and
pharmaceutical, transportation, defense,
government, R&D, food to service industry.

Why is a conventional design process not


sufficient?
Conventional design processes focus more on
engineering capabilities and less on customer needs

What are "expected quality"


and "exciting quality?"

"Expected" quality or requirements are


essentially basic functions or features
that customers normally expect of a
product or service.
"Exciting" quality or requirements are
sort of "out of ordinary" functions or
features of a product or service that
cause "wow" reactions in customers.

What is the House of Quality?


Why it isn't a QFD?
The House of Quality is an assembly of
several deployment hierarchies and tables,
including the Demanded Quality Hierarchy,
Quality Characteristics Hierarchy, the
relationships matrix, the Quality Planning
Table, and Design Planning Table. It is a
table that connects dots between the Voice
of the Customer and the Voice of the Engine

BENEFITS OF QFD

Improves Customer Satisfaction


Reduces Development Time
Improves Team Work
Reduces Cost
Quick New Product Release
Documentation
Critical Quality Features
Right Technology

QFD PROBLEM

To be Contd....

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