Aerospace 1991
Using QFD with Dynamic Customer Requirements, J. B. ReVelle,
Ph.D., Hughes Aircraft Company. Existing explanations of QFD presume
that the customer importance value for each of the customer requirements are
constant. Recognizing that customer requirements are dynamic and cannot be
controlled by a supplier, this paper uses the Taguchi inner-outer tableau to
achieve a robust requirements matrix. A simulated case study has been created
to demonstrate the methodology.
Automotive 1991
Overview of Quality
Function Deployment, R. J. Dika, Chrysler Corporation. Within
the community of quality and reliability professionals, there has been an
explosion of interest in QFD, study and discussion on the subject. This paper
presents in a global way, a statement of what QFD is and a brief description
of its universal elements, essential principles, and mechanics and
definitions, with intent to set a common starting place for all Symposium
participants.
Concept Development Through Teamwork - Working for Quality, Cost, Weight
and Investment, Robert J. Dika and Ray L. Begley, Chrysler Corporation.
This paper resents a method for developing a product design and manufacturing
process concept, before project final approval, which integrates several other
methodologies and uses cross-functional teams. It is a method for completing a
"paper" study which quickly considers many of the downstream stems of product
development, which will be conducted in greater detail later. It results in a
selection of the best design and process for the overall product application
and supports this selection with sound numerical targets for quality, cost,
weight, investment and process capability.
Application of a QFD and Other Quality Tools to a Trunk System,
Bill Biondo, General Motors. A QFD application case study presented by
General Motors. The project goal was to produce a quality trunk system which
meets or exceeds the customers expectations by understanding the customer's
requirements, and the resulting product, process and production floor
requirements. The process began with the VOC, translation of the voice into
product characteristics, and assessment of strength of the characteristic
relationships. Competitive benchmarking was done to determine the priority of
each characteristics and the level of complexity. The processes continued from
system to component to process to production floor. At each level, the
critical elements were focused on and studied.
Computer 1991
Requirements Gathering Techniques Used with Quality Function Deployment,
A. I. Sharkey, IBM Corporation. Presentation slides on four basic steps
in gathering wants and needs, cross-functional management system, VOC process,
account selection guidelines, customer input gathering and analysis, etc.
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General Industry
1991
Getting the Voice of the Customer, Glenn H. Mazur, Japan Business
Consultants, Ltd. Presentation slides. What is the Voice of the
Customer?; Who is the customer?; When to get VOC?; How to use VOC data?; and
VOC Table samples.
The Hows, R. F. H ales, International TechneGroup.
Presentation slides. The House of Quality or Product Planning Matrix; Purpose;
Guidelines; Types; Sources; Problems; Results.
Total Quality Management and Quality Function Deployment, S.
Ungvari, American Supplier Institute. This paper discusses 1) What is
TQM?; 2) What is QFD?; 3) Dynamic TQM; and 4) QFD and the TQM Tools.
Comprehensive QFD System, Satoshi "Cha" Nakui GOAL/QPC.
Comprehensive QFD system is detailed in this paper by one of the students who
studied directly under Dr. Yoji Akao, co-founder of QFD, in Japan. It includes
Voice of Customer Tables, how to enter data, what is demanded quality, rules,
demanded quality deployment, function analysis, function deployment, failure
mode analysis, reliability deployment, concept deployment, capability
deployment, plus many example charts and matrices.
Building QFD into a Comprehensive Product Development System for
Competitive Advantage, C. Nicholson, Oregon Cutting systems Division - Blount Inc.
The international construction and manufacturing company describes how they
began QFD to bring customer focus to their improvement activities and shift to
"market in" approach from "product out" thinking which they traditionally
held. The strategic product development system resulted, achieving measurable
improvement in their product development and market share.
Filling in the Blanks: QFD & Technical Optimization, J. Quinlan,
ITEQ International, Ltd. The work of Dr. Taguchi offers technical
theories and processes that provide the methods by which technical personnel
can accomplish upstream development work that leads to high performance
products downstream. It provides technical concepts and processes by which the
real benefits of QFD and concurrent engineering can be realized. Using a toy
suction cup dart gun as an example, the paper explains how this can be done.
Structured vs. Non-Structured Approach to QFD, W. H. Slabey,
American Supplier Institute. Presentation slides on the key customer
demands, myths about QFD, and American Supplier Institute (ASI) approach to
QFD vs. GOAL/QPC approach to QFD.
Using the QFD Concept in Non-Product Related Application, R. G.
Day, Total Quality Management, Inc. People who have used the QFD concept
for product planning frequently find that the QFD matrix concept has natural
extensions to other planning applications. This article explores a few such
examples of the use of the QFD concept in non-product related applications
based on the experience of several organizations.
Concurrent Engineering a Harris - Lessons Learned, J. A. Lugo,
W. J. Vitaliano, J. S. Lutz, Harris Corporation. During the 1990 fiscal
year, the Concurrent Engineering Team of the Corporate Engineering
Productivity Group at Harris set an ambitious goal: the creation of a
concurrent engineering training course, including QFD methodology, and the
initiation of two concurrent engineering pilot projects. The goal was
successfully met and exceeded, and seven pilot projects were started. This
article summarizes Harris experiences and future plans.
Voice of the Customer Analysis & Other Recent QFD Technology, G.
Mazur, Japan Business Consultants, Ltd. This paper details what is the
Voice of the Customer, why it is important, and how it is gathered and
analyzed. Other technologies and applications included in this paper are
Kansei Engineering, QFD for regulatory and environmental compliance, QFD for
chemical processes, and QFD for service industries.
QFD Assumes You have an Imagination, J.
T erninko, Responsible
Management. A skilled QFD practitioner is not restricted by ASI's
four-phase approach or GOAL's matrix of matrices. The examples from actual
cases which are presented in this paper use neither approach. They do use
Taguchi's loss function in the house of quality for technical evaluation.
Product mix is selected by simultaneously looking at market segments and
needs.
Enhancements to the QFD Process, E. H. Vannoy, P.E., Product
Engineering & Reliability Engineering Consultant. Presentation
slides on QFD study, product planning matrix, paired comparison matrix, QFD
matrices.
Before the House: The Voices of the Customer, Richard E. Zultner,
Zultner & Company. An approach is presented for applying QFD to
complex products and services with multiple types of customers. This "customer
deployment" occurs before the A-1 or "House of Quality" matrix. In addition to
enhancing the ability of developers to hear the "voices of the customers" more
clearly, a more accurate deployment of weights can be accomplished by the
consistent use of ratio scales, such as produced by the Analytical Hierarchy
Process (AHP) throughout QFD. The figures presented also illustrate the
mini-matrix method - a series of simple matrices and tables providing an
easy-to-learn but very extensive, tailor-able structure for QFD. some guidance
is provided for applying these concepts to the A-1/House of Quality itself,
and beyond.
Who Needs QFD User Groups? R. Norman, R. F.
H ales, D. Lyman,
International TechneGroup. QFD is rapidly becoming a powerful
decision-making process in many business. Much has been written about QFD,
what it is, how it works, and its benefits, but practical case studies are not
usually published. This is primarily due to the fact that companies consider
the QFD data highly proprietary. One approach to a more open sharing of
implementation information is to form localized user groups. This paper
discusses the concept, same examples of how user groups have been started
successfully and the implications for QFD's future.
Amplifying the Voice of The Customer, M. C. Lyons, J. A.
Alexander, Impact Group, Inc. QFD has achieved its most dramatic applications
in the world of heavy manufacturing. From the VOC to translating that through
cascading houses of quality into the shop floor, the QFD process has been
thoroughly tested, documented, and proven. However, the roadmap for the trip
back to the customer, i.e., how it convinces the customer that it is worth the
money asked, is largely unmapped. This paper focuses on the use of Voice of
the Customer information within the more traditional "telling and selling"
role of marketing and sales. It gives concrete examples of how marketing and
sales assess broad customer expectations in a simple "report card," and then
utilize that information to correctly "position" in the customer's mind
the value of the products and services that the selling organization already
delivers.
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Manufacturing 1991
QFD Study of CATV Connector, M. Liner, Raychem Corporation.
QFD offers significant benefits as a tool for bringing new products
efficiently to market and increasing customer satisfaction. This paper
describes a product development team's use of QFD on an indoor coaxial cable
connector for the cable television market. Both the 4-Phase and the Matrix of
Matrices approaches are used. A summary of the team's evaluation outlines
advantages, key problems, and suggestions for future work with QFD.
Significantly higher customer satisfaction at product introduction resulted
from using QFD.
Medical Device 1991
The Strategic Approach to Market Research, D. A. Ginder, Mech
Group, Inc.; N. Donforio, G.E. Medical Systems. This paper discusses a
new approach to market research using QFD to focus research activities on Key
Customers and how GE Medical applied the tool. Systematic definition of
company requirements, focused market opportunities, customer definition, and
customer requirements become the driving factors for new product development
or validation of an existing product line. This approach enables Marketing to
perform research which is more meaningful, economically focusing resources on
customers with the greatest potential opportunity to meet the company's long
and short term goals. This strategic approach to is replacing the more
traditional market research approaches such as conjoint analysis, which are
more of a statistical shotgun.
Software 1991
Quality Function Deployment to Gather Customer Requirements for Products
that Support Software Engineering Improvement, J. Moseley, J. Worley,
Texas Instruments. During late 1990s and early 1991, the QFD process was
used to gather customer requirements for products to support software
engineering process improvements for Texas Instruments. These requirements
were compressed into twenty customer need categories and were given the
priorities as received from the customer using the QFD process. These needs
were further developed into twenty-two measurable characteristics, which were
then analyzed and five key characteristics were identified for further
development. The QFD process provided an effective means of gathering and
categorizing customer requirements for software engineering process
improvement products.
Electronic Exchange of QFD Data, R. F.
H ales, D. Lyman, R.
Norman, International TechneGroup. The time has come for vendors of QFD
software to establish a common exchange format. This paper discusses the
requirements for this type of standard. It also proposes a preliminary format.
Generalized Approach to Adapting QFD for Software, A. I.
Sharkey, IBM Corporation. Presentation slides on QFD approach used in
IBM, QFD software translations, QFD software samples charts, market
segmentation and QFD deployment, and implementation at IBM.
Training 1991
The need for Quality Function Deployment Quality Function Deployment, K. R. Hofmeister, American Supplier Institute.
This is an excerpts from the American Supplier Institute's 3-day workshop
based on their four-phase QFD model. The early QFD training was geared toward
the American auto industry suppliers. The excerpts include these topics:
What's in A Name?; Definition; Competitive Issues; The Quality/Cost/Time
Trade-off; Cost/Quality Relationship; The Japanese Advantage; The Blame;
Western Successes; Operating Differences; Resource Utilization; The Quality
Lever; Obstacles To Moving Upstream; Moving Upstream; The QFD Approach;
Organizational Structure; What is Product Development?; A Complex Process!;
Corporate Communication Circle.
Taguchi Method 1991
QFD & Taguchi for Design with Environmental Elegance, Dr. C. M.
Overby, Ohio University. There is growing recognition that one of the
best way s to reduce pollution and to minimize waste is to prevent them from
happening in the first place. A most important place and time to carry out
this "prevention" is when products and processes are first created - at the
beginning of the design process. This paper illustrates how Taguchi and QFD
ides, ideas about "defect prevention by design" have parallels in concepts of
"pollution prevention and waste minimization by design," and how these
"quality" ideas might help us move toward environmental elegance in design for
the entire life cycle in engineering practice and education.
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