Quality Function Deployment þ Identify customer wants þ

Quality Function Deployment þ Identify customer wants þ Identify how the good/service will satisfy customer wants þ Relate customer wants to product hows þ Identify relationships between the firm’s hows þ Develop importance ratings þ Evaluate competing products þ Compare performance to desirable technical attributes

QFD House of Quality What the customer wants Target values Technical evaluation How to satisfy customer wants Relationship matrix Competitive assessment Customer importance ratings Interrelationships Weighted rating

House of Quality Example Your team has been charged with designing a new camera for Great Cameras, Inc. The first action is to construct a House of Quality

House of Quality Example Interrelationships What the Customer Wants What the customer wants Lightweight Easy to use Reliable Easy to hold steady Color correction Relationship Matrix Technical Attributes and Evaluation Customer importance rating (5 = highest) 3 4 5 2 1 Analysis of Competitors How to Satisfy Customer Wants

House of Quality Example Interrelationships Relationship Matrix Ergonomic design Paint pallet Auto exposure Auto focus Technical Attributes and Evaluation Aluminum components Low electricity requirements What the Customer Wants Analysis of Competitors How to Satisfy Customer Wants

House of Quality Example Interrelationships What the Customer Wants High relationship Medium relationship Low relationship Lightweight Easy to use Reliable Easy to hold steady Color corrections 3 4 5 2 1 Relationship matrix Relationship Matrix Technical Attributes and Evaluation Analysis of Competitors How to Satisfy Customer Wants

House of Quality Example Interrelationships What the Customer Wants Relationship Matrix Ergonomic design Paint pallet Auto exposure Auto focus Aluminum components Relationships between the things we can do Low electricity requirements Technical Attributes and Evaluation Analysis of Competitors How to Satisfy Customer Wants

House of Quality Example Interrelationships What the Customer Wants Relationship Matrix Technical Attributes and Evaluation Lightweight Easy to use Reliable Easy to hold steady Color corrections Our importance ratings Weighted rating 3 4 5 2 1 22 9 27 27 32 25 Analysis of Competitors How to Satisfy Customer Wants

Interrelationships House of Quality Example Relationship Matrix Company A Technical Attributes and Evaluation G G F G P How well do competing products meet customer wants Lightweight Easy to use Reliable Easy to hold steady Color corrections Our importance ratings 3 4 5 2 1 22 5 Company B What the Customer Wants Analysis of Competitors How to Satisfy Customer Wants P P G P P

Interrelationships House of Quality Example 2 circuits 2’ to ∞ 75% Target values (Technical attributes) 0. 5 A Technical Attributes and Evaluation Company A 0. 7 60% yes 1 Technical evaluation Company B 0. 6 50% yes 2 Us 0. 5 75% yes 2 Panel ranking Relationship Matrix Failure 1 per 10, 000 What the Customer Wants Analysis of Competitors How to Satisfy Customer Wants ok G ok F ok G

Company B Company A Ergonomic design Paint pallet Auto exposure Auto focus Aluminum components Lightweight 3 G P Easy to use 4 G P Reliable 5 F G Easy to hold steady 2 G P Color correction P 1 Company A Technical evaluation Company B Us Panel ranking Failure 1 per 10, 000 2’ to ∞ 75% Target values (Technical attributes) 2 circuits Our importance ratings 22 9 27 27 32 25 0. 5 A Completed House of Quality Low electricity requirements House of Quality Example 0. 7 60% yes 1 ok G 0. 6 50% yes 2 ok F 0. 5 75% yes 2 ok G P

House of Quality Sequence Deploying resources through the organization in response to customer requirements Quality plan Customer requirements House 1 House 2 House 3 Production process Design characteristics Specific components Production process House 4 Figure 5. 4