Aerospace 2001
13. Performance Excellence - A QFD
Approach.
James P. (Jim) Walden, Boeing Airlift and Tanker Programs.
This QFD analysis is being undertaken to help Boeing Airlift and Tankers better
understand how well the How's (A & T's major thrusts and initiatives) address
the What's (the 18 items within the Criteria for Performance Excellence),
analyze relationships for synergy/trade-offs, identify gaps and redundancies,
and bench-mark progress against other organizations through competitive
comparisons. The paper will include a complete House of Quality and a detailed
analysis of the relationship and correlation matrices, ratings, weightings, and
comparisons.
14. Parametric Paired Comparison: A
New Methodology for Rapid and Accurate Customer Needs Assessment.
Pierre H. Routhier, Pratt & Whitney.
In a technical environment where complex
customer needs go far beyond "verbatim," assessment of needs and relative
weights can become a daunting task. Facing these realities, a relatively simple
yet powerful methodology - Parametric Paired Comparison (PPC) - was developed,
to analyze and highlight critical customer needs in a fraction of the time,
while eliminating bias and subjectivity. The methodology, which can be used for
such complex products as aircraft jet engines, power generation systems and
electronic devices in 1½ to 2 days, will be described in this presentation
through real-life examples, as well as implementation guidance.
High Tech / Software /
Telecommunication 2001
10. QFD Killed My Pet (Project) - Using
QFD to Confirm Market Needs for New Technology.
Dwight Delgado, Fusion
UV Systems; Glenn Mazur, Japan Business Consultants. Ltd. We assumed
customers would be as excited as us about the advanced technology of our new
product. We were surprised at what they told us during our QFD-guided customer
visits early in the development. To avoid disaster, we had to rethink our
strategy and redesign a more successful product line. This paper shows how QFD
can save high-tech companies from making costly market decision errors by
determining customer benefit of a new technology or features before it actually
commits resource.
5. Integrated "Demanded Quality
Deployment and Quality Function Deployment (QFD). Rajendra Prasad,
Tata Consultancy Services, USA and Gargi Keeni, Ph.D., Tata Consultancy
Services, India. The global competition among software companies increases
the risk of not knowing what your customer needs are. The traditional zero bugs
definition of software quality is insufficient to discover the latent needs of
the customer in order to sustain this competitiveness. This paper will use
Demanded Quality Deployment and a Quality Plan to identify customer needs and
translate them into solutions.
2. Integration of Assembly
Requirements in Early Stages of Product Planning. Dipl.-Ing. Stefan
Berger and Dr.-Ing. Jürgen Hoffmann, Fraunhofer-IPA/TEG, Germany. In
simultaneous engineering, consideration for assembly issues is important in the
early stages of product development. QFD was used to identify, substantiate, and
rank internal customer wants concerning the assembly process. QFD was also used
to identify possible target conflicts with quality features. This paper shows
how designers of a leading Chinese telecommunication systems company use QFD to
efficiently assess the as-assembly design in the design process.
Technical Services 2001
9. Applying Quality Function Deployment
to Align Customer Needs to A Technical Service.
Ian Ferguson, Ian
Ferguson Associates, U.K. A technical service organization often
fails to understand major wants and needs of its customers. Sometimes the
customer is not used to expressing the needs in a readily perceivable way. Using
examples of how customers typically describe their situations, ways to interpret
these statements, keys to assigning target values that measure benefit to both
parties, and most important of all, what a technical service organization should
be doing, are shown to be vital to consumer care and a profitable business.
Defense and Government 2001
12. Future Combat System Concept
Development: Integrating Service and Product Requirements in QFD. Kirk
Kirkpatrick, Lockheed Martin Missiles and Fire Control; Maj. Shel Jones, US
Army; Glenn Mazur, Japan Business Consultants, Ltd.
The US Army must consider
the requirements of many new fighting scenarios in order to build adequate
com-bat systems. QFD is used to better understand and prioritize mission
requirements, translate them into system requirements, and then select the most
promising technologies for further design and development. Lockheed Martin, a
major weapon systems supplier has collaboratively guided them in this effort.
17. QFD within a Command & Control
Environment.
Peter Kimber, Perspective Solutions, Inc., Sweden.
The
rapidly changing political-military situation in NATO's area of interest and
adjacent regions creates a wide variety of risks to be considered across the
full spectrum of military operations in peace, crisis and armed conflict. The
multi-directional and multi-faceted nature of the resultant risks requires a
flexible planning process with a high degree of responsiveness for the command
and control coalition operations. This case study presents the essential role
QFD plays in NATO's Guidelines of Operational Planning and Command & Control
process.
11. QFD and The Office of Homeland
Security. Glenn H. Mazur, QFD Institute, USA. The September 11, 2001
attack on the World Trade Center and the Pentagon and the passenger-led crash in
Pennsylvania to avert an event worse catastrophe have led the President of the
United States to form a new Office of Homeland Security. While QFD is not new to
the US government, its use has mostly been within the command structure of a
single entity, rather than across the very independent agencies of the Executive
Branch or the Constitutionally independent Legislative and Judicial branches.
This paper is a "call to arms" to the many QFD specialists within the government
to use their talents to support the President's initiative to develop and
implement effective homeland security activities.
QFD as Business Strategy 2001
7. Keynote address: Roles of Executives
in QFD. Mr. David Harbourne, President, Fusion UV Systems, Inc.
At
this world's premier supplier of UV curing systems and services, QFD is
positioned as a business strategy necessary to stay ahead of the rapidly
changing business environment. Mr. Harbourne talks about the role of the
executive as change agent in implementing QFD and the need for the executives to
take risk and lead.
6. BEST Deployment: Desperately
Seeking an Integrative Solution for Critical Times. Rick L. Ed
geman,
University of Maryland; Glenn Mazur, Executive Director, QFD Institute. This
paper examines environmental, economic, social, and technical sustainability as
a model for future business excellence. It tries to link best business practices
as defined by EFQM, Baldrige, and even Deming to the future of humanity. QFD can
light the path for both sustainability and customer satisfaction.
QFD in General Industry 2001
8.
Special Lecture: Customer Segmentation
and Identification of Market Research Factors for QFD.
Greg Watson,
Chairman, American Society for Quality.
High tech products earn the bulk of
their profits from the mainstream purchasers whose needs differ from those of
the initial purchasers. This paper will use a new criteria - willingness to
purchase - to segment customers, and links this to breakeven time, and a new
dynamic interpretation of Kano's model. A case study of a computer switching
system will be used to illustrate.
3. Customer Voice Board. Frank Zeihsel, Ph.D., founder of enbiz gmbh, (DE).
The way customers communicate with business has changed dramatically in recent
years. Gone are the days when the sales manager was the sole communication
point. Today customer contacts occur at all levels and functions of an
organization. This paper presents Customer Voice Boards, a systematic approach
that connects the principles of systematic knowledge management with tools of
computer supported cooperative work (CSCW). Knowledge management adds to the
concept of Customer Voice Boards single processes of handling knowledge in the
enterprise as well as the frame conditions needed for a successful
implementation of these processes.
16. Measurement Dimensions within the
Kano Model of Customer Satisfaction. Robert A. Spencer, Bergen
Brunswig Corporation, California.
In this ongoing research, the Kano model is
used to further explore the relationship between customer perceptions about what
they would receive and the satisfaction they actually get from the product or
service. New findings concerning the weight of customers' expected requirements,
how they affect purchasing decisions, what roles they play in customer
defections and long-term customer retention and other issues will be re-ported.
4. Flash QFD! - An Interactive
QFD Tutorial.
A. J. L
owe. Ph.D. (U.K.); R.A. H unt,
Ph.D. (AU).
This paper describes the development and
testing of an interactive, Internet-based QFD tutorial, which was developed
using Macromedia's Flash software.
Order Form
Top
