QFD Papers on Social Issues
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Context Sensitive Solutions: The Application of QFD for Developing Public Transportation Projects in the U.S. by Theodore Hopwood II, P.E., Kentucky Transportation Center, University of Kentucky, USA; Glenn H. Mazur, QFD Red Belt®, The QFD Institute, USA.
Keywords: Context Sensitive Solutions (CSS) and QFD; community Voice of the Customers (VoC); sustainable development; QFD for transportation and civil engineering projects; QFD for public projects; Modern QFD
For many years, the selection of transportation routes, design of roadway features, etc. were based mostly on engineering considerations. QFD has developed since the 1960s a powerful tool set for new product development that enables engineers to listen to the Voice of the Customer and translate the most important needs into design requirements and then assure their quality in the resulting goods and services. This paper will show how QFD tools can be adapted for Context Sensitive Solutions (CSS) and Design in road building and other large projects.
LORD (Local Opportunity – Regional Development) and TASQUAM (Technical Assistance Services Quality Management) : Applying QFD-based Applications for Quality Management of Technical Assistance Services in Regional Development Areas. Witold Edmond Witowski, Ph.D., Ministry of Economic Affairs & Labor, Poland.
In Poland, over 400 business support organizations have applied for assessment and accreditation from the National Support Systems program overseen by the Ministry of Economic Affairs & Labour since its initiation in 1996. The program provides public financing to regional and local development projects and related technical assistance, training, and other services.This involves a significant amount of public funding that the Ministry is responsible for managing. A budget of 900.000.000 EUR is allocated for Small and Medium Enterprise technical assistance alone for the period of 2005-2008. Additionally, over 1,500.000.000 EUR will be spent on human resource development activities including trainings and advisory services, and over 3.000.000.000 EUR on regional and local development projects.It is important, therefore, to implement a clear and transparent method for evaluating the projects and programs in such way that efficiency and adequacy of public money spending can be accounted for. EU Directives of Polish regulations also recommend applying quality factors for programming, contracting and evaluating public-financed projects. Hence, a QFD-based methodology was developed to address the specific problems of the Technical Assistance services as well as compliance with the ISO 9001:2000 requirements. The author of this paper has used this method since 1996 and states that it could be also used as a tool for creating, evaluating, and improving quality systems. The presentation will include the modification details and application history and examples.
Large Scale System Redesign Using QFD. Robert Gerst, Converge Consulting Group Inc., Canada. This paper will report QFD applications in the public sector large system design. It will describe the consulting firm's experience in using QFD to: 1) analyze and redesign the system of funding and service delivery in providing support for those living with HIV/AIDS in southern Alberta; and 2) analyze the entire social and health services (human services) system for the regional municipality of Wood Buffalo in Alberta; and 3) analyze and redesign the system for providing services to the deaf and hard of hearing in the city of Calgary. The resulting benefits and reactions of the local government agencies are also included in the report, as well as other potential areas of QFD application.
Adapting QFD for Evaluating Employment Initiatives. Geert M.J. Clijsters, Limburgs Universitair Centrum, Belgium; Maurice J. Oude Wansink, OWP Research, The Netherlands; Ludo M.K. Peeters, Limburg University Centre, Belgium; and Wolfgang E. Baaske, Studienzentrum für Internationale Analysen, Austria. QFD is applied to obtain quality scores for local employment initiatives, enabling them to monitor, evaluate and benchmark themselves. Calculating quality scores of products (employment initiatives), instead of identifying core quality characteristics (performance measures) expands the standard application possibilities of QFD. However, several methodological issues arise due to this extension of the methodology. In order to overcome scaling problems, the authors introduce a nonparametric approach to scale efficiency. Nevertheless, some other problems could not be solved yet within the framework of this research and are pointed out for further research. This publication partly refers to the interim results of the European project Evaluation Tools in Support of Local Commitment for Employment, a European Community funded project with partners in Belgium, Germany, Italy, Ireland, The Netherlands and Austria.
QFD and Administrative Knowledge Management. Yoji Akao, Ph.D. and Kei Inayoshi, Lecturer, Faculty of Management Studies, Asahi University. This Keynote proposes the use of Knowledge Management to accommodate the short and long-term needs of citizens. Traditional QFD tools such as Scene Deployment, Affinity Diagrams, AHP, and Quality Tables will be employed to identify and prioritize public sector job functions and detailed governmental tasks.
QFD and The Office of Homeland Security by Glenn H. Mazur, QFD Institute, USA. 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.
BEST Deployment: Desperately Seeking an Integrative Solution for Critical Times by Dr. Rick L. Edgeman, QUEST Teaching Professor & Executive Director - QUEST Program, Robert H. Smith School of Business University of Maryland; Douglas A. Hensler. W. Edwards Deming Professor of Engineering Management, Lockheed-Martin Engineering Management Program, College of Engineering & Applied Sciences, University of Colorado - Boulder; 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.
The Application of Augmented QFD to the Evaluation of Emergency Plans by Chakib Kara-Zaitri & S. Al-Daihan, University of Bradford, UK and King Abdulaziz City for Science and Technology, Saudi Arabia. This paper describes an augmented QFD methodology developed for the evaluation of emergency and crisis management. The methodology identifies those areas of management response which are critical for the correct implementation of emergency plans. The methodology is presented by reference to illustrative examples derived from recent disaster response plans. The methodology is shown to be efficient, flexible and easy to use.
Environmental Management System on ISO-14000 Combined with QFD by Yoji Akao, Ph.D. and Tetsuya Hayazaki of the Graduate School of Business Administration, Asahi University, Japan. ISO-14000 is combined with QFD in order to build a better environmental management system. The paper is based on a case study of a construction company with a focus on environmental issues. Environmental requirements were developed through the scenario deployment of construction work and combined in a matrix with critical operational functions involving the installation of communication lines, which were then deployed to environmental quality assurance.
Strategic Planning Process for Welfare Reform using QFD by Jack B. Re Velle, Ph.D. of Aerojet and G. Kevin McDonald of Raytheon Missile Systems Company. In 1997, the United Way of Tucson partnered with Hughes Missile Systems to initiate a community-wide, strategic planning process for welfare reform. The process was designed to develop a "high-level," collaborative response to Federal and state legislative changes. A diverse group representing all sectors of the community met for 3 1/2 days to develop a comprehensive, consensual, prioritized plan. The study introduces a national model for similar community actions.
QFD for Quality of Work Life by B. Harries and Matthew Baerveldt , TELUS, Canada. This paper outlines the theory and its application of QFD in improving the quality of employees' work life. The application was done in three stages: a Quality of Work Life survey to find out what employees want, QFD to design a system for improving the quality of employees' work lives and identifying and designing priority areas for improvement, and SPC to maintain the gains made. The three states are described in terms of the Plan, Do, Study, and Act learning cycle. The study shows QFD can be applied to soft business issues. It redefines and clarifies the role of business leadership as purveyors of service to employees.
The Application of Quality Function Deployment In the Los Angeles River Rescue Task Force by Kathleen Butler, Robert Litwin, John Marzec, Rocketdyne, Rockwell International Tony Ennis, Los Angeles City Fire Department. Each year, on average, six people drown in the L.A. area flood control system. After a highly publicized tragedy in 1992, the City Council formed the River Rescue Task Force. One of the objectives was to develop new technology as may be necessary to assure rescue of people from the flood channels. QFD was used as a means to sort through the various concepts. Rocketdyne provided training and team facilitation to the Task Force as they worked through the QFD process. They have completed the House of Quality and the Pugh concept selection. Prototypes will be tested and recommendations made to the City council.
Application of QFD to a "Soft" Issue by Jonh Crossley, The Clorox Company. The Clorox Technical Center Health and Safety Team had a concern. But an unusual application of the QFD process quickly solved the problem. The paper describes how QFD was able to surface the cause of the H&S committee's problems and allow them to develop a recommendation, that in combination with other data from the analysis, resulted in a much improved system.
The Application of QFD to a National Security Issue by Greg A. Mann, Sandia National Laboratories. This case study reports how modern quality tool, QFD, was modified and used successfully to organize the feasibility study of a system that required the complex analysis of high level political, technical, environmental, operational, and security issues by a cross-functional team from multiple governmental agencies, in order to identify critical system's characteristics necessary to respond to the national security issue.
QFD's role in Advanced Tactical Aircraft Development by Suzanne Bergman, Mcdonnell Douglass Aerospace - East. This paper describes how National Goals can be linked with successive levels of military policy in order to illustrate the impact of these policies on future requirements. A method for examining the sensitivity of these requirements to eternal variables, such as the defense budget, potential U.S. and world futures, is also discussed.
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