House of Quality Freshman Clinic II (Based on a Lecture by Dr. K. Dahm in Fall Sophomore Clinic 2003)
Objective • After this presentation you will be able to: • Generate a list of customer attributes associated with a “quality” consumer product. • Construct a House of Quality to determine how customer attributes map into a set of specific engineering characteristics. • Develop a set of engineering specifications for a “quality” consumer product.
What is Quality? “Quality. You know what it is, yet you don't know what it is. ...some things are better than others, that is, they have more quality. But when you try to say what the quality is, apart from the things that have it, there's nothing to talk about. But if you can't say what quality is...how do you know that it even exists? ...but for all practical purposes it really does exist. Why else would people pay fortunes for some things and throw others in the trash pile? Obviously some things are better than others...but what's the "betterness"? ...What the [heck] is quality? What is it?” Zen and the Art of Motorcycle Maintenance Robert Pirsig, 1974
Customer Attributes “Beauty is in the eye of the beholder” In terms of quality, we can restate this as follows: “Quality is in the eye of the customer”. Customer Attributes (CA’s) What are the physical attributes that a customer might associate with a “quality” product? Customer Attributes are: vague subjective vary with individual based on personal values
- 7 - 5 - 3 - 3 - 3 - 2 Importance 1-10 Customer AttributesAutomobile Door Customer Attributes Easy to close from outside Stays open on a hill Easy to open from outside Doesn’t kick back Doesn’t leak in rain No road noise
Engineering Characteristics Engineering Characteristics(EC’s) What are the engineering characteristics responsible for creating the customer attributes associated with a “quality” product. Engineering Characteristics are: specific technical can either positively affect or negatively affect a CA trade-off against one-another
- ft lb - lb - lb - lb/ft - db - psi Specific Measure Engineering CharacteristicsAutomobile Door Engineering Characteristics Energy to close door Check force level ground Check force 10o Slope Door seal resistance Road noise reduction Water resistance
House of Quality Exercises • Flashlight • Portable Water Filter