8/8/2019 ALTD chap3[1]

1/10

To Accompany Russell and Taylor, Operations Management, 4th Edition, 2003 Prentice-Hall, Inc. All rights reserve

QFDQFD

Products andProducts andServicesServices

To Accompany Russell and Taylor, Operations Management, 4th Edition, 2003 Prentice-Hall, Inc. All rights reserve

8/8/2019 ALTD chap3[1]

2/10

To Accompany Russell and Taylor, Operations Management, 4th Edition, 2003 Prentice-Hall, Inc. All rights reserve

Quality FunctionQuality Function

Deployment (QFD)Deployment (QFD)Translates the voice of theTranslates the voice of the

customer into technical designcustomer into technical design

requirementsrequirements

Displays requirements in matrixDisplays requirements in matrix

diagramsdiagrams

First matrix called house of qualityFirst matrix called house of quality

Series of connected housesSeries of connected houses

8/8/2019 ALTD chap3[1]

3/10

To Accompany Russell and Taylor, Operations Management, 4th Edition, 2003 Prentice-Hall, Inc. All rights reserve

House of QualityHouse of Quality

Trade-off matrix

Designcharacteristics

Customer

requirements

Target values

Relationship

matrix

Competitive

assessment

Importan

ce

11 22

33

44

55

66

Figure 3.7Figure 3.7

8/8/2019 ALTD chap3[1]

4/10

To Accompany Russell and Taylor, Operations Management, 4th Edition, 2003 Prentice-Hall, Inc. All rights reserve

House of QualityHouse of QualityFigure 3.8Figure 3.8

Irons

well

Easyan

d

safetou

se

Competitive Assessment

Customer RequirementsCustomer Requirements 1 2 3 4 5

Presses quickly 9 B A XX

Removes wrinkles 8 AB XX

Doesnt stick to fabric 6 XX BA

Provides enough steam 8 AB XX

Doesnt spot fabric 6 XX AB

Doesnt scorch fabric 9 A XXB

Heats quickly 6 XX B A

Automatic shut-off 3 ABXX

Quick cool-down 3 XX A B

Doesnt break when dropped 5 AB XX

Doesnt burn when touched 5 AB XX

Not too heavy 8 XX A B

8/8/2019 ALTD chap3[1]

5/10

To Accompany Russell and Taylor, Operations Management, 4th Edition, 2003 Prentice-Hall, Inc. All rights reserve

House of QualityHouse of QualityFigure 3.9Figure 3.9

Energynee d

edtopress

Weightofir o

n

Sizeofsolep

late

Thicknessof

soleplate

Materialus ed

insoleplate

Numberof h

oles

Sizeofhole s

Flowofwa te

rfromho

les

Timerequir e

dtoreach

450F

Timetogo f

rom450

to100

Protectiveco

verforso

leplate

Automaticsh

utoff

Customer RequirementsCustomer Requirements

Presses quickly - - + + + -

Removes wrinkles + + + + +

Doesnt stick to fabric - + + + +

Provides enough steam + + + +

Doesnt spot fabric + - - -

Doesnt scorch fabric + + + - +

Heats quickly - - + -

Automatic shut-off +

Quick cool-down - - + +

Doesnt break when dropped + + + +

Doesnt burn when touched + + + +

Not too heavy + - - - + -

Irons

well

Easyan

d

safetou

se

8/8/2019 ALTD chap3[1]

6/10

To Accompany Russell and Taylor, Operations Management, 4th Edition, 2003 Prentice-Hall, Inc. All rights reserve

House of QualityHouse of QualityFigure 3.10Figure 3.10

Energyneededto

press

Weightofiron

Sizeofsoleplate

Thickness

ofsole

plate

Materialu

sedinso

leplate

Numbero

fholes

Sizeofho

les

Flowofwaterfrom

holes

Timerequiredto

reach450

Timetogofrom

45

0to100

Protectivecover

forsoleplat e

Automaticshutof

f

--

++

+

8/8/2019 ALTD chap3[1]

7/10To Accompany Russell and Taylor, Operations Management, 4th Edition, 2003 Prentice-Hall, Inc. All rights reserve

House of QualityHouse of QualityFigure 3.11Figure 3.11

Ene

rgyne

ededtopress

Weightof

iron

Size

ofso

leplate

Thic

kness

ofsoleplate

Materialu

sedinso

leplate

Num

bero

fholes

Size

ofho

les

Flow

ofw

aterfromholes

Timerequ

iredtoreach4

50

Timetog

ofrom450to

100

Protectivecoverfo

rsole

plate

Automaticshutoff

Units of measure ft-lb lb in. cm ty ea mm oz/s sec sec Y/N Y/N

Iron A 3 1.4 8x4 2 SS 27 15 0.5 45 500 N Y

Iron B 4 1.2 8x4 1 MG 27 15 0.3 35 350 N Y

Our Iron (X) 2 1.7 9x5 4 T 35 15 0.7 50 600 N YEstimated impact 3 4 4 4 5 4 3 2 5 5 3 0

Estimated cost 3 3 3 3 4 3 3 3 4 4 5 2

Targets 1.2 8x5 3 SS 30 30 500

Design changes * * * * * * *

Objective

measures

8/8/2019 ALTD chap3[1]

8/10To Accompany Russell and Taylor, Operations Management, 4th Edition, 2003 Prentice-Hall, Inc. All rights reserve

House of QualityHouse of Quality

Figure 3.12Figure 3.12

8/8/2019 ALTD chap3[1]

9/10To Accompany Russell and Taylor, Operations Management, 4th Edition, 2003 Prentice-Hall, Inc. All rights reserve

Series of QFD HousesSeries of QFD Houses

Custo

mer

requirements

HouseHouseofof

qualityquality

Product

characteristics

A-1

Product

characteristic

s

PartsParts

deploymentdeployment

Part characteristics

A-2

Part

char

acteristics

ProcessProcessplanningplanning

Process

characteristics

A-3

Process

characteristic

s

OperatingOperatingrequirementsrequirements

Operations

A-4

Figure 3.13Figure 3.13

8/8/2019 ALTD chap3[1]

10/10To Accompany Russell and Taylor, Operations Management, 4th Edition, 2003 Prentice-Hall, Inc. All rights reserve

Benefits of QFDBenefits of QFD

Promotes better understanding ofPromotes better understanding ofcustomer demandscustomer demands

Promotes better understanding of designPromotes better understanding of design

interactionsinteractions Involves manufacturing in theInvolves manufacturing in the

design processdesign process

Breaks down barriers betweenBreaks down barriers betweenfunctions and departmentsfunctions and departments

Provides documentation ofProvides documentation ofthe design processthe design process