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Quality Function Deployment (QFD)

Back to Basics. Quality Function Deployment (QFD). The Voice of the Customer. What is QFD?. Quality Function Deployment is a design planning process driven by customer requirements. QFD deploys “The Voice of the Customer” throughout the organization.

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Quality Function Deployment (QFD)

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  1. Back to Basics Quality Function Deployment(QFD) The Voice of the Customer

  2. What is QFD? Quality Function Deployment is a design planning process driven by customer requirements. • QFD deploys “The Voice of the Customer” throughout the organization. • QFD uses planning matrices -- each called “The House of Quality”.

  3. Benefits Of QFD • Customer Driven • Reduces Implementation Time • Promotes Teamwork • Provides Documentation

  4. Customer Driven • Creates Focus On Customer Requirements • Uses Competitive Information Effectively • Prioritizes Resources • Identifies Items That Can Be Acted On • Structures Resident Experience/Information

  5. Reduces Implementation Time • Decreases Midstream Design Change • Limits Post Introduction Problems • Avoids Future Development Redundancies • Identifies Future Application Opportunities • Surfaces Missing Assumptions

  6. Promotes Teamwork • Based On Consensus • Creates Communication At Interfaces • Identifies Actions At Interfaces • Creates Global View-Out Of Details

  7. Voice of the Designer Voice of the Customer

  8. x = Design Trade-offs

  9. Benchmarking

  10. Reverse Engineering

  11. Technical Requirements Customer Requirements Product Requirements Technical Requirements Process Requirements Product Requirements Control Requirements Process Requirements Deploying the VOC

  12. 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

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

  14. The Objectives of QFD • Determine the voice of the customer. • Examine the company’s response to this voice.

  15. 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

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