Submitted by: Aruba Badar (8194) Maira Izhar (7659)

Outline
Benefits Of QFD Voice Of The Customer House Of Quality Building A House Of

Quality QFD Process Summary

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

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

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

Voice Of The Customer

Driving Force Behind QFD
Customer Dictates Attributes Of Product

Customer Satisfaction
Meeting Or Exceeding Customer

Expectations Customer Expectations Can Be Vague & General In Nature Customer Expectations Must Be Taken Literally, Not Translated Into What The Organization Desires

Collecting Customer Information

What Does Customer Really Want

? What Are Customers Expectations ? Are Customers Expectations Used To Drive Design Process ? What Can Design Team Do To Achieve Customer Satisfaction?

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

Relationship between Requirements and Descriptors Prioritized Technical Descriptors

Building A House Of Quality

List Customer Requirements

(Whats) List Technical Descriptors (Hows) Develop Relationship (Whats & Hows) Develop Interrelationship (Hows) Competitive Assessments Prioritize Customer Requirements Prioritize Technical Descriptors

QFD Matrix
Technical Descriptors Primary

Prioritized Technical Descriptors

Customer Competitive Assessment

Our As Bs Customer Importance Target Value Scale-up Factor Sales Point Absolute Weight

Technical Our Competitive As Assessment Bs Degree of Technical Difficulty Target Value Absolute Weight and Percent Relative Weight and Percent

Customer Requirements

Prioritized Customer Requirements

+9 +3 -3 -9

Strong Positive Positive Negative Strong Negative

Primary

Secondary

Interrelationship between Technical Descriptors (correlation matrix) HOWs vs. HOWs

Secondary

Relationship between Customer Requirements and Technical Descriptors WHATs vs. HOWs
+9 +3 +1 Strong Medium Weak

Customer Requirements (WHATs) Primary Secondary

Customer Requirements (Whats)

Tertiary

Technical Descriptors (HOWs) Primary Secondary

Technical Descriptors (Hows)

Tertiary

L - Shaped Diagram
Technical Descriptors Primary Secondary Secondary

Customer Requirements

Primary

Relationship Matrix
Technical Descriptors Primary Secondary Secondary Primary

Customer Requirements

Relationship between Customer Requirements and Technical Descriptors WHATs vs. HOWs
+9 +3 +1 Strong Medium Weak

Correlation Matrix
Technical Descriptors Primary Secondary Secondary Primary Interrelationship between Technical Descriptors (correlation matrix) HOWs vs. HOWs
+9 +3 -3 -9 Strong Positive Positive Negative Strong Negative

Customer Requirements

Relationship between Customer Requirements and Technical Descriptors WHATs vs. HOWs
+9 +3 +1 Strong Medium Weak

Customer Competitive Assessment

5 3 1 2 5 1 4 4 Customer Requirements Relationship between Customer Requirements and Technical Descriptors WHATs vs. HOWs
+9 +3 +1 Strong Medium Weak

Ours Customer Competitive As Assessment Bs

Technical Competitive Assessment

5 3 1 2 5 1 4 4 1 3 4 2 1 2 1 4
Our As Bs

Customer Requirements

Relationship between Customer Requirements and Technical Descriptors WHATs vs. HOWs
+9 +3 +1 Strong Medium Weak

Technical Our Competitive As Assessment Bs

Customer Competitive Assessment

Prioritized Customer Requirements

Importance Rating Target Value Scale-Up Factor Sales Point Absolute Weight & Percent
(Importance Rating) (Scale-Up Factor) (Sales Point)

Technical Descriptors Primary Secondary Secondary

Primary

Relationship between Customer Requirements and Technical Descriptors WHATs vs. HOWs
+9 +3 +1
Prioritized Customer Requirements

5 3 1 2 5 1 4 4 1 3 4 2 1 2 1 4

7 3 9 10 2 4 8 1

5 1.2 3 1.5 2 1 3 1.5 1 15 5 1 1.5 3 2 1 1.5 4 1 4

Strong Medium Weak

Customer Requirements Technical Our Competitive As Assessment Bs

Customer Competitive Assessment

Our As Bs Customer Importance Target Value Scale-up Factor Sales Point Absolute Weight

Technical Descriptors Primary

Brighter cake Color

Secondary

Low Mfg Cost

Cake Volume Forging

Primary

Softness

Performance

Customer Requirements

1 18

Aesthetics

Reasonable Cost Cake Presentation Hygiene

160 114 124 104 56 122 122 114 243 245 190 185 84 173 173 157

Prioritized Technical Descriptors

Customer Competitive Assessment

1 8 4 2 9 8 2 5 2 3 4 3 1 3 1 5

Our As Bs Customer Importance Target Value Scale-up Factor Sales Point Absolute Weight

Our As Bs Degree of Technical Difficulty Target Value Absolute Weight and Percent Relative Weight and Percent

Technical Competitive Assessment

1 M M S M M W W W 4 W M W W S M M M 4 1 3 4 2 1 2 1 4
S S M S W M M W

4 2 8 4 1 4

1 8
1 1.5 12 1

Prioritized Customer Requirements

+9 +3 -3 -9

Strong Positive Positive Negative Strong Negative

Taste Moisture Delivery on time

5 S W M M W S S S 3 WM W M W W W W 1
S M M W W S S S

Eggs

Butter

Interrelationship between Technical Descriptors (correlation matrix) HOWs vs. HOWs

Manufacturing process

Material Selectio n

Relationship between Customer Requirements and Technical Descriptors WHATs vs. HOWs
+9 +3 +1
7 5 3 3 9 2

Secondary

Strong Medium Weak

1 1.2 8.4 1 1.5 4.5

Flour

QFD Process
HOWs HOWs

WHATs

HOW MUCH

WHATs HOW MUCH

Phase I Product Planning

Design Requirements Customer Requirements

Phase II Part Development

Part Quality Characteristics Design Requirements

Phase III Process Planning

Key Process Operations Part Quality Characteristics

Phase IV Production Planning

Production Requirements Key Process Operations

Production Launch

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