Quality Management

1. Quality Management Lecture 07. Designing and Assuring Quality

2. The Design Process Customer future needs projection Product marketing and distribution preparation Product idea generation Final product definition Product manufacture, Delivery and use Technology selection for product developement Product design and evaluation Technology developement for process selection Manufacturing system design

3. QFD – Quality Function Deployment • House of quality • Customer needs are translated into functional production design • Voice of customers

4. Traditional design vs. QFD Traditional Design QFD Customer needs Customer needs Importance to customers Competitiors product Target value for designing Desing Desing Results of design Results of design Process Desgin Process Desgin

5. 1. Step – customer needs Clean facilities Comfortable seating Delicious foods Responsive servers

6. 2. Step – technical design elemetns Server training Type of tile Dirt resistance of floor tiles Seat material Menu standardization

7. 3. Step - relationship 9 – strong relationship 3 – somewhat associated 1 – weak association

8. -3 9 9 4. Step – correlation between technical elements 9 – strong positive 3 – positive -3 – negative -9 – strong negative

9. 5. step. Competitive assessment • Both for customer requirements and technical elements • 5 point scale • A, B – competitiors • Us – own company

10. 6. Step – priorizing customer needs • importance (1-10) • Target value (1-5) • Sales point (1-2) • Absolute weight – product of these three

11. 7. Step – priorizing technical requirements • Difficulty (1-10) • Target value (the same) • Absolute weight (sum of the products of relationship between customer requirements and technical requirements and importance to customers) • Relative weight (sum of the products of relationship between customer requirements and technical requirements and absolute weight of customer needs

12. 81 81 81 80 93 Σ416 8. Step – final evaluation 0,19 0,19 0,19 0,19 0,22 243 243 351 595 744 Σ2176 0,11 0,11 0,16 0,27 0,34 Restaurant have to focuse on menu standardization

13. FMEA (failure mode and effects analysis • Reliability – • Component - propensity of a part to fail over a given time • System – probability that a system of component will perform its function over a period of time • Can be used for: • Concept • Process • Design • Service • Equipment

14. Steps • 1. step - Identify components or steps • 2. step – list all functions • 3. step – identify failures (one or two for each function) • 4. step – Idintify its effects • 5. step – evaluate the consequances (1-10)

15. 6. stept – Estimate the relative likelihood of occurance for each failure • 7. step – estimate the ease of detection • 8. Calculate risk – RPN number

16. Evaluate the risk of a component or a failure • Risk=P (occurrence of the problem)*Lost • occurrence: chance to occur + not revealed by inspection • Lost: the effect of the failure • RPN – SR*DR*OR • SR – severity rating • DR – detection rating • OR – Occurrence rating • RF – sum of RPNs for failures • RP – sum of RFs for parts

18. Thank you for your attention!