Aerospace, Aviation, and
Defense 1994
QFD Applications At NASA Lewis Research Center, Y. Liou,
Cleveland State University, D. Swec and D. Sender, NASA Lewis Research
Center. The Process Action Teams at NASA Lewis Research Center
encountered colleague resistance when it began TQ process. Some of the teams
used QFD to obtain personnel's wants and needs on the research center issues
such as management information system, recognition system, and new employee
pilot orientation program. The center also used QFD to capture the voice of
rocket and thruster users and manufacturers. This paper presents the QFD
tailoring processes and the difficult issues experienced in implementing QFD
in a R&D environment.
Quality Function Deployment In Concurrent Engineering And System
Development Process, David L. Melton, ITT Aerospace/Communication
Division. System Engineering and System Development techniques
have been standard in the U.S. Department of Defense for decades. The QFD initiative in the US
for hardware developed items follows a similar structured and disciplined
process very analogous to the system engineering process implemented by DOD.
This paper illustrates how QFD can be used to enhance the system engineering
and system development process and provide a visual capture of the decisions
and target values made as the program transitions from system development
through to product and process design.
Integrating Quality Function Deployment (QFD) in to the System
Engineering and System Development Process, David L. Melton, ITT
Aerospace/Communications Division. This paper illustrates how QFD can
be used to enhance the system engineering and system development process and
provide a visual capture of the decisions and target values made as the
program transitions from system development through to product and process
design. It shows how QFD can be integrated into the system engineering and
system development process to provide complementary benefits and aid
decision making in defining and specifying a system.
Aligning Process Improvement With The Voice Of The Customer,
M. Zubeck, Space Systems/Loral; Frank Nibley, Leemak, Inc. This paper
provides an overview of how QFD tools were used to align the company's
continuous improvement initiatives to the voice of the internal customers at
Space Systems/Loral. QFD matrices were used to tie executive level
requirements to directorate measures. Measures were then associated with
critical processes within the organization to which process improvement
teams were charted. This study highlights a 3-step roadmap for collecting
the VOC and setting the direction for deploying a successful process
improvement program.
QFD Addresses The Mobility Of NATO Tactical Aircraft, S.P.
Bergman, McDonnell Douglas. NATO commissioned the Advisory Group for
Aerospace Research and Development to conduct a study to determine ways of
improving the mobility of NATO tactical aircraft. McDonnell Douglas
introduced QFD to this study, and successfully facilitated the use of QFD to
both decompose the problems associated with aircraft development and to
generate and prioritize options for minimizing these problems. The paper
describes the genesis of the 3 linked matrices and the lessons learned from
applying QFD in a multi-national team environment.
QFD And Information Technology: Designing The C31 System1 System,
P.J. Hofman, CQE Air Academy Associates. Designers of Command,
Control, Communication and Intelligence Systems for the military
consistently face the challenge of effectively applying the latest
information technologies in systems that satisfy the user's needs as well as
minimize overall life-cycle cost. This paper outlines how to use QFD to
identify operational needs, evaluate different design options, highlight
tradeoffs that should be optimized using Design of Experiments, and analyze
the effect of certain failure modes on operational , design and functional
requirements. The "Designer's Dozen," a systematic process of applying QFD
that combines the structure of the Four Phase Method with the flexibility of
the Matrix of Matrices is also included.
Automotive 1994
Making The Neon Fun To Drive, J.E. Fernandez, J.L. Chamberlin,
E.G. Kramer, J.H. Broomall, H.A. Rori, and R.L. Begley, Chrysler Corporation.
The paper recounts the QFD and PDCA efforts utilized by Chrysler's Small Car
Platform teams in the development of the "Fun to Drive" steering and
suspension characteristics of the 1995 Neon. Starting with customer
requirements, the teams established the relationship of the requirements to
engineering measurements at the vehicle level and identified which of the
important vehicle characteristics were associated with what vehicle
components. The project resulted a profitable small car program in
North America. The QFD process brought all parties to become of a single
mind and work in concert toward a specific goal - Fun to Drive, QFD.
Utilization Of QFD Principles For Defining The Functional Objectives
Of Future Jeep And Dodge Truck Vehicles, TS. Zaydel, Chrysler
Corporation. This paper reports the application of QFD at Chrysler for
deigning the functional objectives of future jeeps and trucks. It discusses
an overview of the methodology in use at Jeep and Truck Engineering to
provide the customer with a truck that is competitive as to application and
price and still has the qualities that will influence the customer to
purchase a Jeep or Dodge Truck over the competition. QFD principles served
as the backbone for the process utilized to achieve this goal.
Using QFD To Improve Process Of Automotive Painting, C.
Miller, Ford Motor Company. The pilot application of QFD to improve an
automotive painting process is reported. QFD was used to understand the
relationships between what customers want in a paint job and process
variables, to focus resources on the most important process variables for
measurement and control. The report from the on-going project focuses on the
process of performing QFD on a manufacturing process.
Automotive Electrical Distribution System Junction Box-Current QFD (CQFD),
D.L. Fluharty, AFL Automotive. AFL conducted a three-phase concurrent
QFD (CQFD) to support development of its Junction Box for Ford's 1996 PN-96
light truck program. Engineering and manufacturing CQFD team participants
found that the process gave them insight they would not have had without the
CQFD. It enabled them to focus attention on customer priorities, make
trade-offs apparent, identify several manufacturing opportunities and
improve communication with key vendors.
Statistical Consistent Transformation Algorithm For Output
Calculations Within The QFD Matrix, R. Vrancken, Siemens Automotive.
The basic concept of the QFD matrix is to translate requirements of any kind
(Whats) into controllable characteristics (Hows). QFD cascading systems use
the How-importance ranking of a first matrix as What-importance ranking for
a next matrix. Using the statistical probability distribution of What-values
and the matrix elements to calculate the importance ranking of Hows, an
algorithm was developed by a team at the Central Quality Division of the
Siemens Company in Munich Germany. The paper describes this algorithm and
report an application at Siemens Automotive Division in Ontario Canada.
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Computer & Electronics
1994
Multiple Matrices For A Marketing QFD, M. Ackerman, B.
Buckland, Digital Equipment Corporation, Semiconductor Operations. This study outlines a multiple
matrix process used at a QFD facilitated for a marketing organization of
DEC. Customers, business partners, and DEC sales and marketing personnel
joined together to identify customer input into the quality, functionality,
and deliverability of a hardware/software solution being delivered to a
marketing segment. The study demonstrated how over a five day period,
customers' input evolved into actions and resource requirements through the
use of multiple QFD matrices.
Developing A New Generation '14' Color Set, S. Salminen, Nokia
Home Electronics and I. Ferguson, Ian Ferguson Associates. Nokia
approached the development of a new television set using the logical
discipline of QFD, to bring the new product to market on time with excellent
customer acceptance. The paper describes how QFD was used by a
multi-disciplined team, in both a process design role and in complementary
system role. The benefit was the smooth introduction of the product onto the
production line, and in the necessary ramp-up of production to meet
scheduled demands.
Education 1994
Integrating The CustomerÕs Voice To Improve Educational Services
Through QFD, M. Grimes, J. Malmberg, and G. LaBine, Lakeshore
Technical College. Lakeshore Technical College selected as a priority
for 1992-93 school year to complete a comprehensive study, identify
alternatives, and develop recommendations to address the school's facilities
needs. QFD was chosen as the methodology to be used. The paper reports the
progress made to date, the role of QFD in looking at a problem in an
nontraditional way, and the unexpected outcomes that resulted.
General Industry 1994
QFD Outside North America- Current
Practices in Europe, The Pacific Rim, South America, and Beyond,
Glenn H. Mazur, QFD Institute. This paper summarizes QFD activities
outside the U.S. to this day (1994). Overseas
organizations that have been central to QFD dissemination, application and
research are featured. Recent QFD research being conducted in Japan is also
introduced. The countries covered in this report include: Germany,
Italy, Spain, Sweden, UK, Japan, Australia, Taiwan, and Brazil.
Linking QFD To Planning, M. L. Shillito, Eastman Kodak Company.
Even though QFD is a planning and design process, often it iis not checked
against company plans at all or after it is too late. This paper proposes
the PQFD (Planning QFD) model in which three planning matrices are used
to bridge the gap between business plan and product design. It shows a
planning matrix chain from company mission to the House of Quality.
QFD For Small Business - A Shortcut Through The 'Maze of Matrices',
G. Mazur, Japan Business Consultants, Ltd. A number of leading North
American firms have discovered the powerful approach of QFD and are using it
to improve their products and services and more. QFD can be even more
powerful in small businesses because of the unique characteristics. This
paper discusses why small businesses should embrace QFD; it describes the
QFD tools and deployment steps for small businesses through customer
satisfaction stories.
Prioritization Of Your Customer Wants Through The Use Of A
Pre-planning Matrix, B. Yoder and J. Sosenko, EDS-Management
Consulting Services. This paper describes the pre-planning matrix
methodology including selection of criteria, relating these criteria to
customer wants, and methods for incorporating these criteria into the final
composite importance rating. It also present some of the methods for
determining the influence each criteria has on the composite importance
rating that are mathematically rigorous but provide more accurate input into
further QFD work.
Quality Function Deployment In Concurrent Engineering, R.
H ales, Int
ernational Te chneG
roup Inc. The QFD process which are
commonly taught are not well suited to Concurrent Engineering and many
actually encourage traditional serial product development. This paper
describes a QFD process which concurrently addresses the need of all
stakeholders. The means of integrating concept selection matrices into
process will be also described.
A Road Map For Gathering Data From Customers: Lessons From Experience,
M. Liner, Raychem Corp., D. Daetz, HP, F. Laurentine, Sun Microsystems, R.
Norman, TrailHead Learning Systems. Members of the San Francisco Bay Are
User Group, a collaboration among local company representatives and
consultants, share a QFD-based roadmap to successful, structured planning
and decision-making. The collaborative paper outlines a six-step process for
ensuring team data-gathering for a successful House of Quality as
illustrated by their experiences.
How To Develop Correct and Significant Relationship In A QFD Matrix,
M.J. Cooke, Electronic Data System, T.J. Zalewski, General Motors
Corporation. In developing a QFD matrix, a team has to determine whether a
relationship exists between two items. This paper describes how a facilitator can
help a team successfully develop relationships by first aiding in the
identification of the team's objective and then by asking specific questions
that the paper discusses how different questions can influence the outcome
of a matrix.
DFM2 Designing For Manufacturability and Marketability Designing For
Manufacturability and Marketability, C. A. Kline, CIPM, QCS Limited.
In 1991, Diagraph Corp. recognized an urgent need for new products and
processes to enhance quality and functionality. A rapid engineering project
was established with extensive use of QFD and concurrent product and process
design techniques. This paper explains the development of customer and
technical requirements into a product HOQ and the structure and evolution of
the diverse teams throughout the concept, design and build phases.
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Healthcare 1994
Applying QFD In Health Care Services - The Princeton Foot Clinic,
J. Gibson, Baptist Health System. Increasing competition, shrinking
bottom lines and the push for health reform are forcing hospitals to
differentiate in the delivery of services. One way to achieve this is to
consistently deliver what customers want and further, what will delight
them. The paper reports how the Clinic's task force consisting of
clinicians, marketers and TQM staff was able to design a new service with
built-in quality with the help of QFD and ensure clinicians to hear the
voice of the customer above the high tech din of healthcare.
Designing The Voice Of The Customer Into A New Hospital Surgery Center,
S. Macfarlane and K. Eager, The Quality Advisor, Inc. Healthcare is
changing. Kennewick General Hospital in Washington needed to stay
competitive. But how do you change the process by which hospitals and their
employees provide care in an efficient, customer oriented way? This paper
reports the progress made at the hospital by a cross-functional QFD team to
design the surgery process for their new surgery center. The method, what
worked and what did not, and recommendations for others in a similar
situation and hospitals wanting to remain competitive.
Cardiac Arrest! QFD On The Heart And Soul Of A Medical Center,
V. Alterescu, D. Newhart, and F. Tiedemann, John Muir Medical Center.
This is a case study involving three distinct QFD projects in separate
clinical service areas: Cardiology, Oncology, and Rehabilitation, all
undergoing radical market and governmental reform and competitor threats.
Through the use of QFD, an interdisciplinary team was able to focus on
developing services which are systematically tied to customer desires in
each project. Had QFD not been done for these projects, the organization
would have attempted a very different set of services built around the voice
of single internal customer. The paper reports their QFD steps in three
projects.
QFD In Health Care: Identifying Methods To Tailor QFD To A Service
Industry. A Case Study At The University Of Michigan Medical Center,
D. Erlich and E. Kratochwill, University of Michigan Medical Center. The
University of Michigan Medical Center piloted QFD in a new unit which
consolidated several diagnostic procedures into one unit. The objective was
to learn when QFD is mot appropriate for a hospital, and to stimulate
service volume at the new unit. The paper discusses 1) UMMC QFD approach, 2)
the difficulties experienced in applying QFD to healthcare, 3) the benefits
derived from QFD, and 4) the ways to tailor QFD to healthcare and the
service sector.
Human Resources 1994
Managing To Meet Employee Expectations, R. Woods, PHR, Dow
Corning, USA. This paper describes the application of quality tools
including QFD to the task of understanding and meeting the employee
expectations of the employer and company.
QFD - A Service Application In Human Resources, L. Harper, T.
O'Driscoll, T. Yardley, and M. Zapata III. The QFD process was
used within the human resources department at North Carolina State
University to perform existing process assessment. The research project led
by the students provided a training tool for HOQ mechanics and an assessment
tool for existing process. The exercise was effective in achieving buy-in
for the QFD process from the HR executive management team.
Marketing 1994
Quality Elements To Consider In Deriving The Voice Of The Customer,
Robert L. Brass, Development II. The fabric of QFD is dependent upon
the validity of its inputs - the Voice of the Customer. And yet, often a
clear understanding of the potential customer is inadequately done. This
paper discusses the importance of valid market research that is based on
solid disciplines and experience combined with carefully assessed quality
criteria.
Manufacturing 1994
QFD in existing Manufacturing Operations, Jim Folaron, 3M
Company,
Ultratec Tijuana, C.D. Ballon, AIA Raychem Corporation. Some of the basic
elements of QFD - such as cross-functional teams, listening to and
translating the Voice of the Customer, setting targets for both technical
measurements and customer opinions, and displaying the information in a
concise, understandable manner - are used to understand and improve existing
manufacturing operations including outgoing product quality as well as
communications between departments. Using three application examples, this
paper details specific activities that were conducted using these QFD
elements to identify and prioritize continuous improvement opportunities.
We Design It With Our Ears, S. Blondin, S. Cancellieri, D.
Grace, and S. Maynard, The Wiremold Company, Inc. QFD provided the
core competency for new product development at the leading
manufacturer of wire management products. The paper reports how the QFD
process reduced their new product development times by 75%, increased the
ability to develop and market many more new products than before, produced
higher quality products and increased sales and productivity.
Beyond The House Of Quality: Dynamic QFD, C.
A di
ano,
I B M and A.V. Roth, University of North Carolina. The research paper presents a
dynamic approach to QFD that translates customer wants and needs into
relevant product and process parameters. Using feedback loops, this new
approach incorporates updated customer satisfaction data and dynamically
links evolving requirements directly back into relevant manufacturing and
related process. Updated customer requirements then peg the key parameters
in statistical process control charts. The paper describes the concept,
conceptual illustration of the mechanics of the approach, and application
case at Austin I B M assembly plant.
The Power of QFD in Designing a Manufacturing Facility, C.
Douglas Ballon, Raychem Corporation. In this building project
application, QFD served not only to facilitate gathering the business and
technical requirements but also it helped establish inter-personal links
that far exceeded expectations, building a broad consensus among a vast
array of people from the factory floor workers to the company's top
executives, architects, environmentalists, tax experts, industrial
engineers, real estate brokers, material supplies and the paying customers.
The report describes the process used in adapting QFD to the task of
planning a manufacturing facility.
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Medical Device 1994
Additional Applications Of QFD Matrices, A. Uber III and D.
Gigler, Medrad Inc. This paper reports two QFD applications at Medrad. The
first was in relating parts to phenomena, and phenomena to phenomena in a
complex electromechanical device. QFD proved to be a good method for
organizing all of the relationships. The second was to assist Medrad's
senior managements in balancing the choices among various potential
projects. The methodology helped show which project combinations could be
most effective and illuminated the assumptions hidden in previous decision
making process.
Research & Development
1994
QFD Applications At NASA Lewis Research Center, Y. Liou,
Cleveland State University, D. Swec and D. Sender, NASA Lewis Research
Center. The Process Action Teams at NASA Lewis Research Center
encountered colleague resistance when it began TQ process. Some of the teams
used QFD to obtain personnel's wants and needs on the research center issues
such as management information system, recognition system, and new employee
pilot orientation program. The center also used QFD to capture the voice of
rocket and thruster users and manufacturers. This paper presents the QFD
tailoring processes and the difficult issues experienced in implementing QFD
in a R&D environment.
Service 1994
The Ritz-Carlton Housekeeping System: Service QFD Application,
J.N. Kirk and A.F. Galanty, Ritz-Carlton, Dearborn. Based on the
customer-identified critical processes vital to continued patronage, the
Ritz-Carlton Hotel Company established the reliability of the housekeeping
system at their Dearborn, MI property. Incorporating QFD methods of focusing
on customer wants and needs, the House of Quality was built by a
cross-functional team consisting of the Housekeeping, Laundry, Engineering
and TQM group. Process identification techniques led to a surprising
paradigm shift and resulted in a 65% cycle time reduction. The paper
discusses the journey of the efforts and the reality of change in a
customer-centered luxury hotel operation.
QFD Applied To An Engineering Service Delivery Proposal, G.D.
Githens, MaxiComm Project Services. This case study describes the
design of a program management structure, based on a case of a proposal team
responding to a Request for Proposal to provide environmental assessment
services to the Army. The paper develops a QFD-based solution for design of
a program organization structure and delivery system.
Software 1994
Implementing Software QFD On Large Projects, D.S. Newton and
M.P. McDonald, Anderson Consulting. Software QFD is a powerful tool
supporting the development of high quality systems that deliver business
value. The capability to define value and communicate it to the project team
makes software QFD ideal for large complex projects. This paper covers
Andresen Consulting's recent success with software QFD in support of
development project involving over 200 people.
Towards Better Object Oriented Software Designs With QFD, E.S.
Zawacki, Jet Propulsion Laboratory and
E
llen D omb, GOAL/QPC. QFD was
used for the requirements and design analysis of a program in the Sequence
Subsystem of the Advanced Multi Mission Operations Systems. QFD provided a
methodical approach of capturing the voice of the customer across a diverse
group of people and culture and played an important role in developing and
tracing requirements. The paper describes how QFD focused the team's effort
to produce an internal product for internal customers with diverse needs and
how it was expanded for use with modern object oriented design software
technology.
Telecommunication 1994
QFD Introduction To Motorola-A Study In Change Management, S.
Bossserman and J. Stoner, Motorola. This paper presents an overview of the
experiences with the QFD process at Motorola since its introduction in 1980.
As the QFD process may represent, which it did at Motorola, a major change
in the way the development process is conducted; the paper also introduces
several change management concepts. Described in detail is the first
completed QFD activity at Motorola including a critique of the exercise from
the perspective of the change management process. The change principles are
then explored further building on the experiences and results from over ten
additional QFD activities. The paper concludes by providing an assortment of
tools and models for QFD professionals and enthusiasts to utilize in
changing environment to greatly improve the opportunity for success with
future QFD projects.
Textile 1994
QFD Study On Brake Chamber Diaphragm, D.B. Wootton, Milliken
Industries Ltd. and J. Newbold, Northern Rubber Company, Ltd. The QFD
process was worked through with a team consisting of personnel from Milliken
and their customer Northern Rubber, to achieve full understanding of
critical parameters and requirements of the materials as well as the final
product, Air Brake Chamber diaphragms. The customer needs were established,
the HOQ and other matrices were created up to part characteristics. Then a
series of design of experiments were undertaken to optimize certain aspects
of the process.
Tools and Methods 1994
Exceeding Customer Expectations, A. Gustafsson and N.
Gustafsson, Linkoping University, Sweden. The purpose of this research was
to determine where QFD fits into the development process when working with
innovations. It describes conjoint analysis, another tool in customer
communication process, and how it can be combined with QFD to bring a result
that exceeds customer expectations.
Set-Based Target Setting With Precise Rate Of Improvement Weights In
QFD, J.J. Cristiano, C.C. White III, J.K. Liker, University of
Michigan. The research paper presents a process based on the QFD paradigm
for determining a set of targets for quality planning and the quality
characteristics of new product design. It addresses the basic challenge of
producing customer preferred products by integrating multi-attributes
decision analysis into the framework of QFD to aid the experience and
judgment of the design team by providing a set-inclusion description of the
preferred region of the parameter design space. By integrating
multi-attribute decision analysis techniques with QFD, which provide an
underlying mathematical and behavioral basis for the selection of targets,
the experience and judgment of the design team can be enhanced.
Training 1994
Training Development Using QFD Curriculum Planning and Development,
K. Richter, Cheveron USA and D. L ym
an, In ternational Te
chneG roup Inc.
QFD was used to establish a curriculum that properly supports the objectives
and meets the needs of management. The paper describes how QFD helps plan
the details of course development, how to use it to address management's as
well as employees' concerns about a new training.
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