(Papers listed in a random order)
Using a Spec Document, the Customer Voice
Table, and a QFD Matrix to Generate a CTQ (Critical to Quality) List
by Bruce White, Staff
Statistician, QFD Black Belt®, Imation, USA
Keywords /
Topics: Critical to Quality List
(CTQ), Customer Voice Table, QFD matrix, Design to Spec, Importance
Prioritization, Modern QFD
Abstract: When all you have to
work with is a large specification document and
you need to identify what specs are truly important to the customer,
the techniques outlined in this paper will help you... Imation is a leading memory device
manufacturer. This presentation will report how they were able to
identify from specs, a Critical to Quality List (CTQ), the most
important, measurable characteristics of the finished product that
are strongly linked to customer requirements. The technique involves
using the Modern QFD and a matrix to structure customer need
statements, weigh and access the importance and relationships
between the customer need statements and the specs. It can be very
useful for any OEM supplier as well as internal customers. The paper discusses the Modern QFD tools used for this
technique, the process, and how successful the outcomes were.
Finding Customer Delights Using QFD
by Carey Hepler, QFD Black Belt®,
Integrated Market Intelligence, Blue Cross Blue Shield of Florida, USA; and
Glenn Mazur, QFD Red Belt®, Japan Business Consultants, Ltd., USA
Keywords /
Topics: Healthcare
QFD, Health Insurance, Health Maintenance Products, Voice of the Customer
(VOC), Unspoken Customer Needs, Healthcare Product Development, Customer
Retention, Exciting Quality, Delightful Quality, Kano Model, Modern QFD
Abstract:
Changes in market demographics and the regulatory environment are
creating many new opportunities for health-care and related organizations.
As the oldest and most respected health insurance organization in the State
of Florida, Blue Cross Blue Shield of Florida (BCBSF) strives to stay ahead
of the competition by quickly responding to these changes with new and
improved insurance and health maintenance products. Recently, we have begun
to use QFD to discover the unspoken customer needs for an underserved
portion of our population. QFD has allowed us to convert their needs into
new products, services, and features to delight and attract new customers as
well as retain current customers. This paper describes some of the new
opportunities we are facing, and shows step by step how we are addressing
them by understanding the Voice of the Customer and innovating and
implementing exciting solutions.
Pair-wise House of Quality (HoQ) Matrices:
Turning poor perception to customer satisfaction
by
Rituparna Maji, Six Sigma Black Belt, Sr. Quality Consultant, Wipro
Technologies, INDIA
Keywords /
Topics:
Voice of Customer (VoC),
House of Quality (HoQ), DBA (Database administrator), B2B IT Service, Gap
Analysis, Expected Quality
Abstract:
During a review of a project for database production support in a financial
services company, the customer expressed unhappiness in terms of ‘processes
being loose, not being hands-free’ and a host of others. Lacking clear
direction from the customer, it became difficult for the team to arrive at
any tangible actions. A pair of House of Quality (HoQ) matrices was
innovatively used in this scenario to convert Hazy customer perception to
Concrete pain areas to Focused improvements to Customer satisfaction. This
application is an attempt at gap analysis by comparing a pair of HoQs,
one representing the current level of performance of processes and the other
reflecting its corresponding desired level as perceived by the customer. The
paper reports the
beauty of this method that it can be used to perform a gap assessment of
"expected vs. actual' in any kind of an environment where the pain area
spreads across multiple aspects of service delivery and/or there is a
dearth/absence of data.
Challenges in Rapid Deployment of New
Services in Healthcare
by Michael Scutero, Six Sigma
Master Black Belt, Quest Diagnostics Inc., USA; Sonja Draganic, Six Sigma
Black Belt, Quest Diagnostics Inc., USA; and Angela Rylsky, Six Sigma Black
Belt of Quest Diagnostics Inc., USA
Keywords /
Topics:
Design for Six Sigma
(DFSS), Healthcare QFD, Patient Flow Management, Turn Management, Patient
Service Centers (PSC)
Abstract:
Through careful
application of QFD in the early phases of a DFSS activity, we show
solutions to customer queuing problems. The problem occurs in
patient outreach, or service centers (PSC) that are
responsible for patient blood draws and specimen collection.
Patient flow through PSC sites, when disrupted, often results in
delays and dissatisfaction. Patients are essentially “pushed”
through the sites. The new and improved services generated include
personnel redeployments, customer routing, customer flow regulators,
supply chain efforts and improved transportation. In addition, we
uncover needs & solutions for implementation of these new services
to over 40 geographically separated PSC sites in a relatively short
time. This paper reports Project
Management activity (PM), new product introduction (NPI), Design for
Six Sigma (DFSS), QFD deliverables, QFD application, and case study
success.
QFD-based Curriculum Planning for Vocational
Education
by Catherine Y. P. Chan, QFD
Green Belt®, Institute of Textiles & Clothing, The Hong Kong Polytechnic
University, Hong Kong.
Keywords /
Topics: Vocational
Education, Demanded Quality Deployment Chart, Quality Elements Deployment
Chart, Modern QFD for Education
Abstract:
Originally set up by the
government in the “Golden Age” of manufacturing, the vocational education
institutions in Hong Kong are struggling to adapt to the profound changes
brought by today's global market. It will show how QFD enables a paradigm
shift in vocational education to face a changing world and how
Modern QFD tools and methods can be applied to college curriculum
design. The paper reports the concept,
system, tools and the mechanism of incorporating Modern QFD into
curriculum planning, as well as a pilot study using Blitz®
QFD to identify important industry-specific knowledge. A Customer
Voice Table for identifying the job needs of the clothing industry,
Affinity Diagram, Customer Needs Hierarchy table, and Maximum Value
Table are also included.
An Analysis of Methods for Prioritizing
Design Characteristics in Quality Function Deployment
by
Marcus J. McLeese, Maintenance Supervisor, Coca-Cola Enterprises, Alsip
Operations, USA; and Bruce DeRuntz, Ph.D., Southern Illinois University
Carbondale, USA.
Keywords /
Topics: Prioritization
methods, House of Quality, Simple Additive Weighting, Modified Simple
Additive Weighting, Order Preference, Traditional QFD
Abstract:
Practitioners of traditional QFD often choose between three popular
methods for ranking design characteristics in the House of Quality:
Simple Additive Weighting; Modified Simple Additive Weighting; and
Technique of Order Preference by Similarity to Ideal Solution. In
this research, these three methods were simulated and statistically
tested to identify whether a significant difference existed between the
outcomes and the pros and cons associated with each. Practitioners of Traditional QFD will
find this research helpful in knowing what options are available,
which method works best, and what they should be aware of when using
each method. It is also of historical interest to those who practice
Modern QFD and Six Sigma in understanding the strength and weakness
of the traditional QFD math models and how they are different from
the methods taught today.
Controlling Innovation as a Basis for
Continuous Success - An Executive Overview of Systemology by
Greg Yezersky,
President, Institute of Professional Innovators, USA
Keywords /
Topics: Innovation
Process, Systemology, System Evolution, Business Process, TRIZ
Abstract: The Russian born Theory of Solving
Inventive Problems (TRIZ) has provided a systematic roadmap for
tapping into existing yet hidden solutions and solving physical
contradictions to invent innovative engineering solutions. Now, this
underlying principles of TRIZ have been evolved into a General
Theory of Innovation (GTI) for non-manufacturing organizations and
general business management.
When we design a product or service, we must follow the laws of
physical science. Similarly, if we expect business to be successful,
we must follow the laws of system evolution. This practice, often
done intuitively by business executives, can help businesses achieve
continuous innovation if it is better articulated and strategically
applied. This paper introduces the General Theory of
Innovation (GTI), an evolutionary development of TRIZ for
non-manufacturing organizations and general business management, and how
to control the innovation process and outcomes by applying GTI to
business processes, just as TRIZ has done to manufacturing and
engineering problems.
Kano Model: The Latest Developments by
Glenn Mazur,
QFD Red Belt®, Executive
Director, QFD Institute, Executive Director, International Council for QFD;
Richard Zultner,
QFD Red Belt®,
QFD Institute, USA
Keywords /
Topics: New Kano
Model, Kano Diagram, Exciting Quality, Expected Quality, QFD
Abstract:
The Kano model is often cited by experts in quality, design, and
marketing. And yet, it is one of the topics that are often
misunderstood. What is the historical background of this concept?
Are there methods that product developers and marketers can apply
beyond the visually-interesting diagram? What is the relationship
between QFD and Kano's model, and how it can be integrated into QFD?
What should QFD practitioners know about applying this in their
project? This paper examines the Kano
Model, including the latest developments as presented in the October
2006 Kano master class taught by the master himself, and introduces new application methods and models that are
currently being developed by the QFD Institute through its on-going
international research.
Appendix
I: Bonus Case Studies
QFD Applications in Health Care and Quality of Work
Life by Glenn H. Mazur,
Japan Business Consultants, Ltd., USA.; Jeff Gibson, Baptist Health System,
Birmingham, Alabama, USA; Bruce Harries, TELUS Corporation, Edmonton,
Alberta, Canada
Quality Function Deployment for a Medical Device
by Glenn Mazur, Japan Business Consultants, Ltd.
Making The Neon Fun To Drive
by J. E. Fernandez; J. L. Chamberlin; E. G. Kramer; J. H.
Broomall; H. A. Rori; R. L Begley, Small Car Platform Engineering, Chrysler
Corporation
The Application of Quality Function Deployment (QFD) To
Design a Course in Total Quality Management (TQM) at The University of
Michigan College of Engineering by Glenn H.
Mazur, Adjunct Lecturer, The University of Michigan College of Engineering,
Executive Director, QFD Institute, U.S.A.
Appendix
II: Abstracts of Papers
from Symposia on QFD 1989-2005
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