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Abstracts of All Papers 1989–2008
This page lists the abstracts of ALL papers presented at the QFD Institute's annual Symposium on QFD since 1989 as well as International Symposium on QFD (ISQFD) which were held in the U.S. (If you are having difficulties with the Internet speed, try this page which lists the paper tiles only and has a smaller file size.)
These transactions are available for purchase. Please use the Order Form to place your order.
Use Keyword Search Ctrl+F to find an article about a particular industry application or method.
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2008: The 20th Symposium on QFD (ISBN 1-889477-20-6) This volume of the transactions will be available in May 2009. KEYNOTE: QFD in Europe: State-of-the-art and Case Studies by Georg Herzwurm, Ph.D., Chair of Information Systems II, Universität Stuttgart, certified QFD-Architect of QFD Institut Deutschland, Germany; Dipl. Wirt.-Inf. Sixten Schockert, researcher/lecturer, Universität Stuttgart, certified QFD-Architect of QFD Institut Deutschland, Germany. Keywords: QFD in EU, European industry, Volkswagen, T-Systems The presentation will provide an overview on the state of the art of QFD in Europe. The first part covers a general analysis of QFD applications in Europe based on a literature review with focus on contributions in quality journals and past national and international QFD symposia. The underlying assumption of this analysis is that there may exist regional distinctions in the dissemination of QFD and in the industries QFD has been applied. The second part of the talk will present selected case studies from various representative industries like the automotive, the software and the service sector. Companies involved in these QFD applications include among others the Volkswagen Group and T- Systems.
AUTOMOTIVE / BUILD-TO-PRINT SUPPLIERS Value Based Product Development - Using QFD and AHP to Identify, Prioritize, and Align Key Customer Needs and Business Goals by Chad Johnson, QFD Green Belt®, Six Sigma Master Black Belt, TRW Automotive Braking Division World Headquarters, USA; Glenn Mazur, QFD Red Belt®, QFD Institute / Japan Business Consultants, Ltd. Keywords: automotive QFD, Modern QFD, customer value, key customer needs, business goals, AHP In order to distinguish ourselves from the competitive pack, it is becoming increasingly important to seek a deeper understanding of value-driving customer needs during the early stages of product/process development. Although automotive suppliers are often asked to be creative and lean, we still often build strictly to given specifications. We receive data in the old "build to print" paradigm but we are often required to design in a more creative and lean one. To address this dichotomy and break away from the costly design- build-test iterative loop, Quality Function Deployment (QFD) suggests that we seek an understanding of customer's needs beyond the requirements specification and incorporate that understanding into the final product. In this case-study, you will hear how TRW Automotive has utilized QFD and augmented it with the Analytical Hierarchy Process (AHP) to develop a working model for project leaders to prioritize and focus their design efforts effectively. This model enables product/process design managers to comprehend, prioritize, and merge the various goals of the business (both corporate and project) with the derived needs of the customer(s). Further, it serves as a central, clarifying centerpiece of project direction and remains fluid - so if priorities are challenged, the model can be used to recalibrate the design focus.
DEFENSE Use of QFD & Technology Road Mapping to Develop a Mobile Data Collection System by Dr. Kim Stansfield, Programme Manager, CSC Computer Sciences Ltd., UK; Jeff Cole, Security Architect, CSC Computer Sciences Ltd., UK. Keywords: QFD for defense industry, mobile data collection system, government project, technology road mapping The work described in this paper considers the systems engineering procedures used to select and design a 'mobile data collection' sub-system of a larger Enterprise Application Development project for a UK Government Client. A critical aspect addressed by the sub-project was to identify mobile devices that allow field operators to systematically log material found in-the-field such that all subsequent results of treatment and analysis could be linked to the item in an auditable manner. The customer required that the system integrator identify suitable devices meeting the requirements of the various customer stake-holders, and recommend the best fit, preferably a single device. The focus of this paper is to illustrate the benefits of combining Quality Function Deployment (QFD) processes with the Technology Road Mapping (TRM) process described in the European Industrial Research Management Association (EIRMA) report, Technology Road Mapping Delivering Business Vision. The structured framework incorporating Voice of the Customer (VoC) methods, QFD, TRM and Pugh Matrix allowed the supply team to rapidly identify the priority critical to quality characteristics for the system and its components, and to develop the engineering requirements from which design concepts could be developed.
Quality Function Deployment at Lockheed Martin MS2 by Jorge Pica, QFD Green Belt®, Deputy Program Manager, Lockheed Martin - MS2, USA; Mark Tracy, Electrical Engineering Manager, MS2 Hi-Team Lead, Lockheed Martin - MS2 ., USA; George W. Chollar, PhD, PE, Statistical Design Institute, LLC, USA. Keywords: QFD for defense industry, government projects Since its inception, QFD has become a comprehensive tool for keeping customer focus at the forefront of any design activity. Flexible and tailor-able, QFD has also been adopted by our government customers which utilize the method for everything from contractor selection to technology assessment. At Lockheed Martin, QFD has been deployed in multiple areas from technical kick-offs to manufacturing process validation. This presentation will show a variety of QFD implementations at Lockheed Martin MS2, including power supply design efforts as well as several other hardware examples. Lessons learned from these QFD deployment efforts will also be summarized and reviewed. QFD techniques that integrate Parameter Diagrams, Boundary Diagrams and FMEA have now become part of mainstream QFD use. This presentation will also review how Lockheed Martin MS2 utilizes these Design for Six Sigma Tools in an integrated fashion to verify robustness and identify risks in its products and processes.
Healthcare Insurance / Financial Products Predicting Future Health Insurance Scenarios using Quality Function Deployment (QFD) and Analytic Hierarchy Process (AHP) by Carey Hepler, QFD Black Belt®, Innovation Director, Blue Cross Blue Shield of Florida, USA; Glenn Mazur, QFD Red Belt®, QFD Institute / Japan Business Consultants, Ltd. Keywords: healthcare, health insurance / financial product development, market projection, Modern QFD, AHP Election years breed uncertainty especially when the incumbent president and vice president are not seeking office. The 2008 U.S. presidential elections have additional healthcare related urgencies due to the impending retirement of the Baby Boomers and the shifting winds of global competitiveness. While forecasting the election outcomes is beyond the scope of this paper, just as many businesses do, Blue Cross Blue Shield of Florida (BCBSF) wants to anticipate how the next administration and congress might set new healthcare policy in order to begin planning for and implementing new processes for their members, providers, and business decision makers. To achieve this, this project used a combination of Quality Function Deployment (QFD), Analytic Hierarchy Process (AHP), and other forecasting tools to look at possible 2008 election and policy outcomes and what new opportunities might be created to service both their traditional members as well as the uninsured in the State of Florida. The identified scenarios can be used to map and prioritize different market segments, formulate key customer needs into value propositions, determine strengths and weaknesses in their current competencies and capabilities, and then initiate service quality projects to begin improving those areas where customers will need them most. Several quality methodologies have been used to design successful products.
Using QFD to Understand, Prioritize, and Develop Solutions to Address the Future Needs of Customers by Kathy Hines, QFD Black Belt®, Innovation Leader, Blue Cross Blue Shield of Florida, USA; Glenn Mazur, QFD Red Belt®, QFD Institute / Japan Business Consultants, Ltd. Keywords: healthcare, health insurance / financial product development, market projection, Modern QFD, AHP The way Blue Cross Blue Shield of Florida (BCBSF) defines "Service" today is likely to change over time. As the United States health insurance model continues to evolve, with increasing financial responsibility falling on the consumer, the opportunities for new and different interactions with the health insurance company are sure to follow. Consumers are already very savvy when it comes to evaluating alternatives in other industries and it's only a matter of time before the health care industry is also comparatively shopped like many other commoditized products and services. BCBSF must continue to evolve to create a service experience that enables and empowers members in their decision-making efforts. This project utilized the QFD methodology to anticipate the changing needs of consumers and how service might evolve. The requirements for the project included:
Shipping Industry Customer-driven Process Improvement in a Shipowner Company: Modern QFD Approach by Aysun Kapucugil Ikiz, QFD Green Belt®, Research Assistant, Dokuz Eylul University, Turkey; Guzin Ozdagoglu, Research Assistant, Dokuz Eylul University, Turkey. Keywords: process improvement, requirement analysis, Modern QFD, shipping industry Business operations can be broken down into development phases which require multiple business functions and processes to make a new product or service a reality. Success in one customer-driven design process is not sufficient unless every other phase of the operations is analyzed from a customer expectations point of view. That way, successful process can take root within an organization. Quality Function Deployment (QFD), a known requirements analysis technique for service/product design, can be also useful for redesign or reengineering business operations and processes. The main scope of this study is to analyze the operations of a commercial shipping line company to identify improvement opportunities. This paper reports a detailed requirements model of the operation process and improvement areas based on a 'gemba' analysis of internal customers and critical incident reports by external customers.
SOFTWARE / IT Getting AHEAD: Applying AHP for Software Technology Evaluations by Karen Smiley, QFD Black Belt®, Principal Consulting Software Engineer; Elizabeth Kielczewski; and Qingfeng He, ABB Corporate Research, USA. Keywords: software architecture, AHP, Modern QFD, technology evaluations Evaluations of software technologies and components can be complicated, and are easily influenced by acknowledged or latent technology biases. The Analytic Hierarchy Process (AHP) is a natural choice for neutralizing these biases, and bringing greater objectivity to the evaluations. This paper reports on an industrial case study for software technology evaluation which complemented the Software Engineering Institute's (SEI) Attribute-Driven Design (ADD) technique by applying AHP for importance ratings and for comparing the prototype implementations. We present our Attribute Hierarchy-based Evaluation of Architectural Designs (AHEAD) methodology, our findings, and our analysis of the evaluation. This project is a pilot application of Modern QFD in the Requirements Engineering research led by a provisional QFD Black Belt®. Appendix: Bonus Case Studies QFD to Direct Value Engineering in the Design of a Braking System, by Jim Dimsey, Hayes Brake, USA, et. al. Future Combat System Concept Development: Integrating Service and Product Requirements in QFD, by Kirk Kirkpatrick, Lockheed Martin Missiles and Fire Control; Maj. Shel Jones, US Army; Glenn Mazur, Japan Business Consultants, Ltd. Defining Customer Needs for Brand New Products: QFD for Unprecedented Software Development, by Richard Zultner, Zultner & Company, USA
QFD Addresses The Role of NATO Tactical
Aircraft, by Suzanne Bergman, McDonnell Douglass Corporation, USA |
In this page 2008
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2007: The 19th Symposium on QFD & 13th International Symposium on QFD (ISBN 1-889477-19-2) TUTORIAL: General Theory of Innovation to Design a Superior Corporate Strategy by Greg Yezersky, President, Institute of Professional Innovators. Why is business success so random? Why can't more companies realize the power of strategy and come up with a successful one? Why can't former leaders employ a new strategy and repeat success more often? What is the connection between strategy and innovation? Is there a robust process to engineer powerful strategies on demand? How can we come up with the right strategies? If we can identify the formula for the science of innovation, we will be able to control the process and create better strategies on demand. The General Theory of Innovation (GTI) is just such a theory that can be used for gaining control over the process of innovation. GTI evolved from the Russian-born inventive problem-solving technique called TRIZ and since 1988 has gone through rigorous tests in real-world conditions with consistently successful results. TUTORIAL: Replacing Pugh Concept Selection with the Analytic Hierarchy Process (AHP) by Richard Z ultner, QFD Red Belt® and Six Sigma Master Black Belt, QFD Institute / Zultner & Company. AHP contains two phases: prioritization of criteria, and prioritization of alternatives using those criteria (the "ratings method"). This second phase is less discussed in QFD circles, but can be used to enhance Stuart Pugh's matrices into an even more powerful approach to technology concept selection. This tutorial will introduce the basics of both AHP and Pugh Concept Selection, and present the four fundamental types of selection criteria (bigger is better, smaller is better, absolute judgment, and relative judgment), as well as hands-on practice with the cross-tabulation techniques used for enhanced "super Pugh" concept selection. An MS Excel template will be provided, so bring your laptop. KEYNOTE: The Quality Revolution by Glenn Mazur, Executive Director, QFD Institute and International Council for QFD. The 2007 Symposium in Williamsburg, Virginia serves a special reminder for what we can learn from history to build a better future. This year marks the 400th anniversary of nearby Jamestown, the first permanent English settlement in America which began as a business venture to improve the lives of its citizens through new trade routes, new sources of raw materials, and new opportunities for economic advancement. The descendents of these early settlers would grow wealthy in the next 150 years and begin demanding political and economic rights equal to those of their fellow citizens still in England. Now thirteen colonies spread over a continent and a Babel of different ethnicities, economies, and religions, they were able to come together in common cause to resist and eventually revolt against British control. This keynote discusses how technological advancements led to improved product quality and choice, and how this new found choice of goods inevitably led to a demand for freedom of choice in all aspects of life, the revolutionary path from industrial revolution to to consumer, lifestyle, and political revolutions. QFD is about the Voice of the Customer. Once unleashed, this voice continues to demand more and more from the marketplace and beyond. Those who supply goods, services, and ideas will see that when the customer wins, we all win. KEYNOTE: QFD and Knowledge Management: QFD Application on the Development of a Finger Vein Authentication Device by Akao Yoji, Ph.D., Yamagata University, Japan. Founder of QFD methodology, Dr. Yoji Akao will present a case study on the development of a new finger vein authentication device using the state-of-art near-infrared light transmission technology by Hitachi Omron Terminal Solutions, Ltd. QFD and Knowledge Management were applied to understand the customer needs of a medical application. And then, this knowledge was used to develop a brand new product for the financial and security industries, enabling the company to enter the new markets successfully. The presentation will show the entire flow of the QFD project, how knowledge management fits into the process, as well as new technology deployment. The product was released into the Japanese market just last year with great success. KEYNOTE: The Analytic Hierarchy Process: How to Measure Intangibles in a Meaningful Way Side by Side with Tangibles by Thomas L. Saaty, Ph.D., 2007 Akao Prize Recipient, University of Pittsburgh, USA. One of the best decision-making methods available today, the Analytic Hierarchy Process (AHP) is a mathematically rigorous and yet relatively easy to use multi-criteria prioritization method that has become an integral part of Modern QFD. Dr. Thomas Saaty, Ph.D., renowned architect of AHP, discusses in this keynote the fundamentals of AHP through colorful application examples ranging from estimating the cereal industry market share and dominance of various drinks in the U.S. to predicting the outcome of a world chess championship match (Karpov-Korchnoi match) and U.S. presidential elections (1980: Carter-Reagan; 1992 Perot-Bush-Clinton). The Many Faces of AHP - How to use AHP with Different Audiences for Maximum Results by Carey Hepler, QFD Black Belt®, Innovation Director, Blue Cross Blue Shield of Florida, USA; Glenn Mazur, QFD Red Belt®, QFD Institute / Japan Business Consultants, Ltd. Keywords: Analytic Hierarchy Process (AHP); healthcare insurance planning; insurance / financial product development; Modern QFD Blue Cross Blue Shield of Florida (BCBSF) is the oldest and most respected health insurance organization in the State of Florida. This paper will discuss thee company's use of Analytic Hierarchy Processing (AHP) in terms of audience and technology delivery, as well as the advantages and disadvantages of each of the technologies when working with our constituent groups.
AEROSPACE Development of Highly Reliable Valves for H-IIA Rocket by K. Kojima, M. Matsuda, and K. Yoshikawa of Mitsubishi Heavy Industries; H. Nanri, K. Okita, and M. Fukuoka of Japan Aerospace Exploration Agency; Yoji Akao, Ph.D., Asahi University, Japan. Keywords: QFD; reliability; valve design; aerospace rocket H-IIA rocket is Japanese main launch vehicle to put about four tons payloads into Geosynchronous Transfer Orbit at an altitude of some 36,000 kilometers. The rocket consists of many components including tanks, engines, valves and electric equipments. In these components the valves are very important flow-control equipment that controls rocket flight operation, including startup and shutdown of the engine, keeping the tank pressure at a desired level, feeding propellants to the engine, and controlling vehicle attitude in flight. Reliability of the valve is utmost critical to the space mission, launch schedule, and operational costs. This paper reports a joint project by Mitsubishi Heavy Industries and Japan Aerospace Exploration Agency where QFD methods were used to improve reliability of the H-IIA rocket valve design which led to the development of a new model. The presentation will show the QFD approaches, development process for this high reliability valve, and the project accomplishments.
BUSINESS PROCESS QFD for Effective Business Design by Hideaki Haraga, Business Development Center, Konica Minolta Technology Center, Inc., Japan Keywords: business function; expectations; business function deployment; relational diagram; business management tool This paper introduces an example of business function deployment in which expectations and business functions are extracted from the project targets and goals by using a relational diagram. An application method is proposed as a business management tool in which progress is recorded in a matrix of business functions and expectations.
Context Sensitive Solutions (CSS) / Government Projects 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.
EDUCATION Application of QFD to Curriculum Planning of Vocational Education by Catherine Y. P. Chan, QFD Green Belt®; Gail Taylor; and W. C. Ip of The Hong Kong Polytechnic University, Hong Kong Keywords: QFD; vocational education; course development; curriculum design; Modern QFD techniques; AHP Winner of 2007 Akao Scholarship for QFD. This paper proposes a conceptual framework for applying QFD to curriculum planning for vocational education. A study on the content planning of an in-house staff development program illustrates the application method, which can be useful to vocational education institutions in Hong Kong and elsewhere.
Keywords: engineering education; learning outcomes; Bloom’s Taxonomy; engineering design Principles of QFD used in assessment of engineering students’ activities during classroom and laboratory instruction. Twenty two types of student activities were analyzed for their contribution toward fulfillment of thirty learning outcomes. Each type of student activity was also assessed in terms of its level according to Bloom’s taxonomy in senior level courses in engineering design and manufacturing processes. Design projects, concept generation, individual formal presentations and forensic studies proved to be the most universal activities, developing a wide range of professional skills.
Design of a Methodology to Elaborate Curriculo CIM of the Industrial Engineer in Spain, Based on QFD by Isabel Melina Balderrama Durán, Institut Quimic de Sarria, Spain / Bolivia Keywords: Computer Integrated Manufacturing (CIM); Delphi method; QFD; industrial engineering curriculum design Developing a methodology that will allow construction of industrial engineering curriculum that teaches Computer Integrated Manufacturing (CIM) technology requires the support of methods like QFD and other tools such as Delphi, Diagrams of Affinity, Analysis of Systematization of the hierarchy, etc. This research uses QFD and Delphi methods to design a CIM curriculum, translating industry requirements into design characteristics of an online course.
Using QFD to Involve All Employees in the Corporate Innovation Process by Kathy Hines, QFD Black Belt®, Innovation Leader, Blue Cross Blue Shield of Florida, USA; Glenn Mazur, QFD Red Belt®, QFD Institute / Japan Business Consultants, Ltd. Keywords: QFD application; innovation process; employee Voice of the Customer (VoC), QFD for diversity; healthcare insurance industry; Modern QFD With competition at an all time high, more and more companies are seeking ways to capture that next "big" idea, including Blue Cross Blue Shield of Florida (BCBSF) which currently has over 9,000 employees, each with an idea on how the company can increase membership, reduce costs, differentiate products and services from our competitors and expand our distribution channel. Random idea creations, however, can become a drag on resources and lead to disappointment among those whose ideas are not utilized. When the Voice of the Customer is used to drive idea creation and selection process, then the diversity of our internal resources can be fully harnessed.
QFD Kano Model for Designing College Women's Dormitory by Yoji Akao, Ph.D., Japan Keywords: QFD and Kano Model; exciting quality; facility design
This paper reports using the Kano
Model to find out how various functions and features of a dorm facility
are being perceived differently by the student residents and their parents
and how this finding can be used in the planning stage of a QFD project.
Dr. Yoji Akao, Ph.D., founder of QFD, in presenting this research by his
students, discusses how you can integrate QFD and the Kano Model to create customer
delights in your product and service. LIFECYCLE Fusion of QFD and PLM by Tadao Nakamura, Dassault Systemes K.K., Japan Keywords: Product Lifecycle Management (PLM) This paper introduces the fusion of QFD and PLM to aim the smooth and quick digital simulation in the concept stage of the product development. At first, PDM to manage the criteria and standard of various areas made by QFD, then, 3D-CAD simulates various matters with using the specified and quantitative information from PDM seamlessly.
Applying Quality Function Deployment to the Product Life Cycle of an Aluminum Wheel Project by Ja vaid M. C heema, VP-QA, Molex Interconnect Inc. and Mu hammad I. Hu ssain, Sr. Mfg. Engineer, General Motors, USA. Keywords: VOC, PLC, Kako Tora, Pyramid of Human Needs, Kano’s Model of Customer Satisfaction, DRBFM, TQM, BPR, TSS, Balanced Scorecard, Customer Needs Prioritization Matrix, Kiken Yochi, Nemawashi This study was based on a project for the design, development, production, and aftermarket service management of a cast aluminum wheel program for a Japanese OEM customer. QFD was applied to all stages of a product life cycle.
Requirements for Structuring of Logistic Demands in the Run-up to QFD by A. Crostack, Ph.D., Robert Refflinghaus, Ph.D., Nadine Schlueter, and Katharina Noll of University of Dortmund, Germany Keywords: requirements; logistics; structure; QFD In order to develop a customer-oriented logistic facility, the marketing research and developer have to work together. They must take into consideration such requirements as the whole life-cycle identified through market research, in order to achieve optimum in both facility and service. This paper reports a study, conducted by the University of Dortmund Chair of Quality, that aimed to develop a procedure for structuring, analyzing, and displaying unsystematic requirements into a QFD structure in the development of such logistic facility.
METHODS INTEGRATION Design of the Product Development Process in Cooperation with QFD, TRIZ and Taguchi Method (II) by Hiroyuki Okamoto, RICOH Engineering Process Innovation Center, Japan; Yoshiharu Isaka, IDEA Inc., Japan; Yukio Miyamura, SANYO Electric Evolution PJ Management Gr., Japan; Masaaki Todoroki, Q-teck consulting Co., Ltd., Japan. Keywords: integration of QFD, TRIZ, and Taguchi This paper reports the second phase of a joint research which was first reported at 2006 International Symposium in Tokyo. This paper describes an integration flow illustrating the authors' concept for fusing QFD, TRIZ, and Taguchi method by the "function" of a product, a common thread identified among the three techniques, and a hypothetical case study using this technique.
A Framework of e7-QFD as the 3rd Generation QFD in Japan by Kazushi Nagai and Tadashi Ohfuji of Tamagawa University, Japan; Kei Inayoshi, Asahi University, Japan Keywords: QFD; quality assurance; Taguchi method; TRIZ; Blue Ocean strategy; sustainable growth; QFD research At the 11th and 12th International Symposium on QFD, the authors proposed a new framework called e7-QFD (evolution 7-QFD) which unites QFD with new quality control tools such as statistical method, strategy plan, and Taguchi method. Seven techniques had been independently treated in the proposed e7-QFD method so far. This paper will report this continuing research and explains the causal relationships of the techniques as well as systematization of e7-QFD.
QA-QFD — The making method in the Quality Table which can be Utilized by Masaaki Todoroki, Consultant, Q-tech Consulting, Co. Ltd., Japan Keywords: QFD; QA; product development This paper and presentation will explain how to make the Japanese-style Quality Table and better utilize it in product development.
PROCESS INDUSTRY Multiple Progression QFD: A Case Study of Cooking Product Functionality at Arla Foods by Thomas Lager, B&L Innovation AB (blinab), Sweden; Åsa Kjell, Project Manager Innovation, Arla Foods, Sweden. Keywords: Quality Function Deployment (QFD); multiple progression QFD; process industry; Arla Foods; product development This paper reports a project at Arla Foods, the largest dairy company in Europe. The objective was to advance knowledge of how the production process and ingredients could influence the cooking functionality of a certain dairy product and how to measure such product properties, so that this knowledge could be used in subsequent product developments/improvements. QFD methodology was used to guide and structure the information-gathering processes and to link individual sub-project information. A new lean QFD project management approach which the authors developed for process industry and tested will be discussed.
SOFTWARE / IT An Application of 'System’s Near Decomposition' to Software Structure Analysis by 'T2T' Tool for QFD by A. Amemiya; T. Kuroda; M. Yoshikawa; Y. Watanabe, Ph.D.; H. Shindo, Ph.D. of University of Yamanashi, Japan; Y. Anang, Sync-Information System Co., Japan Keywords: system's near decomposition; QFD tool; software structure analysis; QFD research Using "Object-Oriented Design" concept, a software tool for QFD can be described as a table made of "function" and "component" viewpoints in the integrated software development environment "Delphi". Authors applied the processes of nearly decomposing a system to the QFD's Quality Table by using "QM3 (Quantification Method III)" in order to decrease the complexity. As the result, the structure of the software tool became more understandable and some design problems have been identified, leading to a re-design of the software tool structure and better design.
Keywords: Service Management; IT Service Level Agreement (SLA); Service QFD If IT is reduced to a fundamental technical commodity like a power supply, its business value will degrade ('IT doesn't matter'). In order to survive the outsourcing battle, full potential IT service must shift their focus to the business requirements and needs of their customers. This paper shows how a QFD framework can be utilized in the IT business in order to develop customer-focused products and services encompassing customer requirements, performance criteria, and functions to process improvements.
Keywords: Computer-aided Quality (CAQ) system; vendor selection Choosing a suitable Computer Aided Quality (CAQ) system is an important decision for an enterprise. It requires high investments in costs, time and manpower, and therefore, a sound and rational decision process is very important. To support this, we have developed a QFD-based instrument for selecting a CAQ-system. The aim of this instrument is to reduce the choice of CAQ-suppliers from about 100 to three to five.
Keywords: WIKI; QFD Application; QFD Knowledge Distribution; QFD Community Building A wiki is a web based software which allows all visitors of a website to change its content by editing the site online in a web browser. With this key capability a wiki is an easy to use platform for collaborative working on hypertexts. This paper is about the development of a wiki on QFD and all its aspects as the content of the website. The so called QFD-Wiki is not only on QFD, it is also developed using QFD as the product planning method.
TELECOMMUNICATIONS Route of the Quality Model: Translating the Voice of the Customer in Process Improvement by Edmundo Eutrópio Coelho de Souza, Telemar Norte Leste S/A, Brazil; Rosangela Maria Pereira Catunda, Pontificia Universidade Catolica, Brazil; Claudia Massena Barbara, Pontificia Universidade Catolica, Brazil Keywords: Quality; Route of the Quality; Process Improvement; Voice of the Customer (VoC); Telecom Industry This paper presents the Telemar Norte Leste – TNL Route of the Quality model, describing the methodology, step by step application process, and the main results achieved. The Route of the Quality is a QFD-based methodology developed to implement actions for improving customer-perceived quality. It is followed by surveys to measure the customer satisfaction and link the important indicators to the customer focus, strategic objectives of the company, regulatory frameworks, and establishment of goals that portray the reality of the company.
The Improvement of Telecom Service Quality Based on QFD by Wei Xiong and Jun Xia, ZheJiang University School of Management, China Keywords: customer satisfaction (CS); Quality Function Deployment (QFD); telecom service; quality improvement This paper proposes application of QFD-based Telecom Service Quality Improvement Model (TSQIM) to Chinese telecommunication service. TSQIM analyzes service requirements of telecom customers and translates these requirements into telecom quality characteristics through use of HOQ (House of Quality); a series of HOQs can be used to design an optimization program for the network quality, to improve telecom service and increase customer satisfaction. The model has been applied to the PHS network business of Lishui Telecom Company.
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In this page 2007
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2006: The 18th Symposium on QFD (ISBN 1-889477-18-4)
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 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, a leading memory device manufacturer, will report how they were able to identify from the 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®, President, Japan Business Consultants / Executive Dir, QFD Institute, USA 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 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 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. 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. 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, USA 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, USA; and Richard Zultner, QFD Red Belt®, Director, QFD Institute, USA 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 1989-2006
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In this page 2006
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2005: The 17th Symposium on QFD (ISBN 1-889477-17-6)
Education / Clothing Industry / BPO The Applicability of QFD for Designing Vocational Courses for Clothing Industry in Hong Kong. Yin Ping (Catherine) Chan, Dr. K. Chan, and Dr. S. F. Chan, Institute of Textiles & Clothing, Hong Kong Polytechnic University, Hong Kong. For decades, the Hong Kong clothing industry has been a leading supplier of clothing within the developed world as the receiving end of the global outsourcing practice. Now their position is being threatened by emerging countries that offer even cheaper labor and business costs. The socio-economic changes in the last two decades, coupled with the structural transformation of the clothing industry since the late 1980s, had put an end to the “Era of Quantity.” Declining local exports, together with the recent government policy to reduce the financial support, have accelerated the industry's need for change. As the “Era of Quality” begins, the Hong Kong Vocational Education and Training (VETC) institutions can no longer remain just production centers. They must become commercial enterprises. The usefulness of Quality Function Deployment (QFD) for improving various aspects of education has been demonstrated by numerous studies. This presentation will report how one Hong Kong VETC institution is trying to embark on a new strategic direction through application of QFD to develop new courses that would best serve their customers in this changing global market and to prepare graduates who would carry on the future of the Hong Kong clothing industry.
Lifestyle QFD / Kansei Engineering / Emotional Design Lifestyle QFD: Incorporating Emotional Appeal in Product Development. Glenn H. Mazur, The QFD Institute, Japan Business Consultants, Ltd., USA. Outsourcing and the search for the lowest cost producer has lead to increasing commoditization of products. Companies in developed nations are searching for the next "edge" that will help them produced highly profitable, differentiated products and services. This paper will explore an emerging area in applying QFD to lifestyle, image, and psychological needs. The basics approach, easily available software tools, and case studies will be presented, including a review of Boeing's application of these methods to their brand new B787 Dreamliner commercial aircraft, which is priced higher than competitor Airbus and yet is "set to jet past " them, according to a recent article in the Wall Street Journal.
Six Sigma / DFSS Driving Cultural Acceptance in a Six Sigma Implementation. Mike Scutero and Doug Conklin, Quest Diagnostics, Inc., USA. When business leaders desire an expansion of continuous improvement techniques, they must increase their awareness regarding cultural acceptance. To transition a business that has successfully employed classical Six Sigma DMAIC defect-reduction methods into a business that fully embraces the Lean and Kaizen method-variation reduction techniques requires a re-visitation of the cultural enablers, behaviors and anchors. Often this is easier said than done. This presentation will discuss an interesting application of QFD for identifying the right behaviors to accelerate business performance and translate company values into action.
Linking Design for Six Sigma (DFSS) and QFD. Richard Zultner, Zultner and Company, USA. DFSS is the expansion of the Six Sigma improvement process to tackle critical issues in the design of new products and services. While traditional Six Sigma focuses on improving existing products and processes, DFSS is an approach to prevent problems in the first place, and to incorporate positive customer satisfaction into the initial design intent from the beginning.
Experienced QFD practitioners will immediately recognize the role they can
play in DFSS, and if fact, the House of Quality is one of the core tools
in the DFSS approach. But, as QFD has continued to evolve since its
"4-House" model in the early 80s, our latest tools can help DFSS
professionals make their training programs more competitive. For example,
we now incorporate This paper will cover the most significant improvements to QFD and how they can improve DFSS training and application.
Supply Network / Logistics Management Agile Supply Network Transition Matrix: The QFD-Based Tool for Creating an Adaptive Enterprise. Manisra Baramichai and Emory Zimmer, Enterprise System Center, Lehigh University, USA. Volatility has become an undeniable and consistent feature of the current business world. Companies have increasingly reached the point where they need to be more adaptive – intelligent, fast, agile, flexible, and responsive to changes. One of the strategies that can help a company make a successful transition toward becoming an adaptive enterprise is to leverage the partnership and create agile supply networks through outsourcing. Although the need for adaptability is now widely appreciated, the adoption of an agile supply network is still in its infancy. Companies require a tool to help them successfully transform their business. This research will propose a new QFD-based tool, Agile Supply Network Transformation Matrix, which can be used to relate the change domains with the strategies needed for agile supply network configuration. By addressing the relationships among the change drivers, change response capabilities, design principles, key deployment areas, and supplier selection strategies through the phase progression methodology, this tool can assist managers complete the entire transition process. The presentation will include an industry case study to illustrate the implementation of this new tool.
Public Projects / Regional Development / Government / EU Compliance 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.
2005 Appendix I: Bonus Case Studies QFD to Direct Value Engineering in the Design of a Braking System. Jim Dimsey, Hayes Brake, USA. Case Study - Applying QFD for the development of the World’s First High-Quality 3D Home Theatre System. Pierre-Hugues Routhier, Sensio, Canada. Defining Customer Needs for Brand New Products: QFD for Unprecedented Software Development. Richard Zultner, Zultner & Company, USA QFD's role in Advanced Tactical Aircraft Development. Suzanne Bergman, Mcdonnell Douglass Aerospace - East, USA. How QFD Saved A Company - The Renaissance Spirometry System. O. Kaelin, P. Bennett, R. Klein, USA. 2005 Appendix II: Abstracts of Papers from Past Symposia on QFD 1989-2004
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2004: The 16th Symposium on QFD (ISBN 1-889477-16-8)
Aerospace / Kansei Engineering QFD Kansei Engineering for Commercial Airplane Interior Architecture. Jeanne Guérin, Human Factor Specialist, The Boeing Company, USA; Glenn Mazur, QFD Red Belt®, QFD Institute / Japan Business Consultants, Ltd. Kansei Engineering process was used to ease the difficult task of down-selecting the final interior architecture concept for the Boeing's new commercial airplane that is under development. This paper reports the Kansei experiment performed by the design team, simultaneously with several other methods in a project that is still on-going. To be presented at the symposium are: the Kansei Engineering methodology used for this project including extraction of the Kansei words from a market research study, the Kansei Domain and Physical Domain, examples of Kansei Engineering matrices and software, and the results, as well as the experience and lessons learned by the project team.
Chemical / Packaging Implementing QFD for Product Development through Action Research. P. A. Cauchick Miguel, Quality & Methodology Research Group, Faculty of Engineering, Methodist University of Piracicaba, Brazil. A number of organizations have implemented QFD, but to what degree is a question that is difficult to tell from outside. This paper will report an 'action research' project which began in 2000 in Brazil. It will present the 'action-oriented' research through a case study of QFD implementation by a flexible packaging film manufacturer. To be included in the talk are: the new product development process employed by this company, how QFD was part of their product development practice, in what stages QFD was used, data and results of this three year research project, and the results of QFD implementation in a pilot project.
Critical Chain Project Management / Theory of Constraints Maximize Shareholder Value in A Growing Economy —How Utilizing Critical Chain Project Management in Your QFD Can Maximize Shareholder Value Through Better Project Management and Getting More Done in Less Time. Tony Rizzo, Product Development Institute, USA. Many projects experience delays despite careful planning. Project managers, wanting to be realistic in project estimates, tend to build 'safety' into new project planning, while management, being pressed for decreasing time-to-market, tend to ax the project schedule: a vicious cycle. This paper will propose extending QFD's scope to include the project team's concerns for schedule and time-to-market, through utilization of Critical Chain Project Management, an application of the Theory of Constraints. Through examples of projects which successfully reduced the development time by 15-25% without increasing risk or resources, this presentation will explain how shifting paradigms in project management could benefit business and introduce technical details on how this can be done.
Modern QFD Methods QFD for Innovative Companies: Using Voice of Customer to Focus Opportunities. Glenn Mazur, Japan Business Consultants, USA. America's technology-driven juggernaut roars unabated by economic uncertainty, employee outsourcing, and even international opinion. Our innovative capacity is the engine for a successful tomorrow. Yet, both marketing and engineering groups within these companies complain of the same problems: too many opportunities with too few resources, products too new for customers to define their requirements, and an organization too immature to cope with it all. What is needed is a systematic, repeatable approach to:
Quality Function Deployment (QFD) is a powerful system of processes and tools that harness the efforts of managers, sales, and technical people by focusing them on what matters most to the customer. This paper will explore some of the major front end deployments in QFD, including Strategy Deployment, Project Deployment, Customer Deployment, Voice of Customer Deployment, Quality Deployment, and Schedule Deployment, as well as key processes and tools, to achieve this. 2004 Appendix I: Select Papers from North American Countries Sensio - The Evolution of a Revolution: QFD Applied to the Development of New Businesses. Pierre-Hugues Routhier, Sensio, Canada. Large Scale System Redesign Using QFD. Robert Gerst, Converge Consulting Group Inc., Canada. Prioritizing Customer Needs at Spectator Events: Obtaining Accuracy at a Difficult QFD Arena. rancisco Tamayo-Enríquez, Arnecom; González-Bosch, Mercadotecnia Estrategia Dirigid; and Javier Santa Cruz-Ruíz, Mexico. 2004 Appendix II: Abstracts of Papers from Past Symposia on QFD 1989-2003 |
In this page 2004
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2003:
The
9th International Symposium on QFD (ISQFD'03) and The
15th Symposium on QFD (ISBN1-889477-15-X) Automotive / Reliability 2003 QFD for Preventing Failure. Masaaki Todoroki, Q-tech Consulting Co., Ltd., Japan. Ever-changing product conditions have made traditional reliability activities less effective because it has become increasingly difficult to verify individual design values and process control values in a short term development. QFD has had a component of reliability deployment but often this is not put into practice. This paper proposes a method that combines FMEA and QFD to address this issue. The proposed method can predict failures and determine the design values and process control values through the use of a quality table, thus determining the conditions for failure prevention. The presentation will include description of the method and a case study of an automotive part development where the failure rate was decreased by one third by this method. Concurrent Engineering 2003 QFD, MATE-CON and 3DCE - A Truly Collaborative Product Development Process. Esteban Guerrero and David Stagney, MIT Leadership in Manufacturing Program, Mexico/USA. Design engineers look at their supply base to design products, for they need to know their technical capabilities and the price. Concurrent engineering guidelines require companies to design products and processes concurrently. So, it is only natural to design product, process and supply chain simultaneously. That is the concept of 3DCE (Fine, 1998). However, the authors have yet to locate a process in industry that takes advantage of this powerful concept operationally. From this perspective, QFD is not really a 3DCE process, since it does not make explicit the need for supply-chain considerations. After exploring the strengths and weaknesses of several tools, we developed an overarching framework that defines a 3DCE process. This includes QFD to best read customers’ needs and translate stakeholders’ requirements into attributes and MATE-CON (the Multi-Attribute Tradespace Exploration with Concurrent Engineering tool) to best conduct a tradeoff process among Engineering, Manufacturing, Marketing and other stakeholders. Concrete and Construction 2003 QFD Application in Concrete Industry. Emin Arca, Marmara University, Turkey; S. Serdar Yoruk, QFD Green Belt®, Marmara University, Turkey; and Esra Atac of Yeditepe University, Istanbul, Turkey. QFD is used in improving as well as developing new products and services. This paper shows an application of QFD in the development of a new plasticizer product used in concrete production. The QFD team used the results of a survey applied to 17 plants in Turkey to prioritize the customer requirements and determine the focus areas of product and related services to achieve high market share and customer satisfaction. The customer's evaluations of the two competing firms were also taken into consideration. The project, their results, and lessons taken will be discussed. Consumer Electronics 2003 Sensio - The Evolution of a Revolution: QFD Applied to the Development of New Businesses. Pierre Routhier, Sensio, Canada. The next chapter in one of the top presentations in 2002. Sensio's world's first Stereoscopic Home Theatre System was the fruit of a four-year effort in QFD and Value Management, which led to an instant success. The next logical step was to bring this immersive experience to larger market venues. Building on their earlier product development success, Sensio again set to invest in understanding and integrating the needs of its customers and partners. This case study will follow the different phases of this new product's development, and demonstrate the system developed by Sensio to define which needs are assessed at which stage of the development process to maximize the effectiveness of the marketing and engineering efforts. Defense 2003 Using QFD to Select an Explosive for an Army Munition. Richard Rhinesmith and Bruce Williamson, US Army Armament Research Development and Engineering Center, USA. QFD methodology was used by a team from the U.S. Army's "Excalibur" 155mm artillery munition development program to down-select among several "Insensitive Munition" (IM) explosives candidates. This talk will describe the lessons learned from conducting this "real world" effort, where issues such as safety, schedule, cost, expert judgment, and multiple customers and interests compete for supremacy. Was QFD a success in this application? Should it be used in something so specialized and potentially hazardous as the arcane world of explosives development and use? Should this be better left alone to the experts who use their traditional methods of haggling things out? These and other questions will be addressed in this talk. The Next Generation Explosive Ordnance Disposal (EOD) Robotic Controlled Vehicle: Using QFD to Define the Operational Analysis. Bruno Eddy and Dave Schroeder, QFD Green Belt®, Applied Research Associates; and Glenn Mazur, QFD Red Belt®, Japan Business Consultants, Ltd., USA. In this Operational Analysis (OA), QFD was used to identify and quantify DoD user requirements for the next generation EOD remote controlled vehicle. The OA data was obtained using joint armed service focus groups, surveys, and one-on-one interviews with 322 DoD unit-level EOD technicians. This paper presents the NGEODRCV Operational Analysis, including the methodology, process, and a prioritized list of seventy technical characteristics. This OA identifies user prioritized technical characteristics and desired abilities, and will aid program managers in identifying technology solutions and prioritizing developmental efforts for the Next Generation EOD Remote Controlled Vehicle. Education, Online 2003 e-Learning System for QFD with improving contents and mentoring in "e-TQM" Project. Masanobu Yoshikawa, Yoshimichi Watanabe, and Hisakazu Shindo of University of Yamanashi, Japan; Masao Takeshita of Japanese Standards Association; and Naofumi Takayama of SYNC Information System Co., Ltd., Japan. This research examines the learning patterns of the students participating in the Internet-based e-learning programs in order to develop an effective online TQM course that provides both support and educational ease to the students, as well as evaluation formula and quality control. It examined these issues: (1) How to automatically collect data on students' learning process; (2) How to analyze the data so we can find ways to improve the content and learning; and (3) How to discourage students from retiring. The result is an e-learning system for an online TQM course that alerts instructors when to update the contents, when to mentor students, and. The finding has been implemented in some of the online courses offered by the Japanese Standard Association. Government / Public Sector 2003 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. Information Technology / Financial Institution 2003 Quality Infrastructure Improvement: Using QFD to Manage Project Priorities and Project Management Resources. James LePrevost, QFD Green Belt®, National City Bank and Glenn Mazur, QFD Red Belt®, Japan Business Consultants, Ltd., USA. National City Bank has applied QFD to help identify and prioritize the needs of the customers, and then used these findings to evaluate each IT project for its benefit contribution and degree of complexity to assign appropriate resources. This presentation will show customization of the QFD process through the QFD Green Belt® training of the QFD Institute, development of a list of internal customer needs which became the criteria for determining project benefit, and further development of another set of criteria for determining project complexity and technical skill level required to work on the project. This case study demonstrates how IT projects can be prioritized and optimum human resource assignment can be determined through the use of QFD in order to deliver the greatest value to the customers. The paper will include charts and matrices defining the process. Lean Manufacturing 2003 QFD application for tackling Internal Customers Needs as a base for building a Lean Manufacturing System. Javier Santa Cruz-Ruíz; Francisco Tamayo-Enríquez, and Verónica González-Bosch, Mercadotecnia Estrategia Dirigid, Mexico. In the fast-paced and lean economy that modern manufacturing nowadays has as its environment, we propose that the ability of applying QFD tools and principles along the whole manufacturing chain will turn critical, mainly because of 2 factors: (1) Lean Manufacturing allows no waste [1] and therefore, a complete match between resources and customer needs is required. (2) Rapid organizational redesign is needed to adapt to the ever-evolving customer needs and therefore company-wide understanding, alignment of purpose and common language (memes) are required. A successful application of an internal customer case will be presented as a reference for implementation. QFD Theory / Math 2003 Linear Algebra for QFD Combinators - A Tutorial for QFD Practitioners: How to Combine Measurements with Deployments. Thomas M. Fehlmann, Euro Project Office, Switzerland. One of the most prominent tools in QFD is the matrix. Matrices are well known in mathematics as a means to represent linear mappings between vector spaces. We use similar matrices to represent cause and effect correlations. From this viewpoint we immediately face two questions: 1) Is the matrix invertible?; and 2) What does it mean when it is? On a more practical side, one might have this question: The matrices are constructed from the cause and effect relationships. Thus they represent a linear mapping from the solution space into the goal space. However, when calculating the solution weights, we use the matrix the other way round. Is this correct? This paper gives answers both from a mathematical viewpoint and from practical experiences. Service 2003 Prioritizing Customer Needs at Spectator Events: Obtaining Accuracy at a Difficult QFD Arena. Francisco Tamayo-Enríquez, Arnecom; González-Bosch, Mercadotecnia Estrategia Dirigid; and Javier Santa Cruz-Ruíz, Mexico. Once customer needs are extracted from customer verbalizations and field observations, it is critical to understand the relevance that each need has to customers. Accurate information must come directly from customers, but sometimes due to the complexity of gemba this information needs to be obtained very quickly. Direct evaluation of needs without tradeoffs is easy to perform, but can lead to serious deviations from reality. On the other hand, comparison-based techniques such as AHP may be impossible to perform effectively at some gemba. An effective solution was devised by the authors while applying QFD for improving services at spectator events. Six Sigma Integration 2003 Keynote: Integration of QFD into Design for Six Sigma. Gregory H. Watson, Business Systems Solutions International, Inc., USA. Quality activities traditionally have focused on improving existing products and processes. Six Sigma brought important enhancements to traditional TQM (ex: integration of multiple tools and systems, improved process and education with competence testing, greater use of statistical and analytical tools, etc.) With new products, however, processes may not yet be determined, let alone product functions and design features. Additionally, a weakness of many design teams is that they expect what the customer asks for is only what they want. Numerous studies have shown that it is only a starting point for design. Integration of QFD and DFSS will bring power to these weaker links. This presentation describes a Six Sigma Design architecture that uses QFD to structure the design process and apply it as a program management tool across the entire DFSS process, making it the organizing principle and methodology hat links all tools and methods into a coherent whole. The Integration of Comprehensive QFD, TRIZ, and Six Sigma in an Axiomatically Driven Total Product/Process Development System. Michael S. Slocum, Breakthrough Management Group, and E llen D omb, PGQ Group, USA. This paper will demonstrate an application of the methodological integration through a case study from the food and packaging sciences. The case will demonstrate the entire TP2DS (Total Product/Process Development System) from the given condition of a societal need (SN) through the establishment of process variables (PV's). QFD will be shown to be the underlying directional force that guides the development and coordinates design activities with the fulfillment of customer needs. A modified House of Quality will be presented that indicates what scenarios direct the additional application of TRIZ or Six Sigma to the development process. Software 2003 QFD for Software Development Considering Future Design Risks. Yuji Kyoya, Kunio Noguchi, Takashi Nakano, Tatsuhiro Nishioka, Software Engineering Center, Toshiba Corporation, Japan. In the field of software development, many software systems are suffering from the problems such as "frequent specification changes" and "functional requirement-biased Voice of Customers (VoC)." These problems cause future risks such as inconsistency in required specifications and increase in maintenance cost. This paper proposes Software-FMEA to avoid these risks during the phase of requirement analysis. Software-FMEA is based on traditional FMEA but it is also used to complement non-functional requirements. The proposed method also aims to address the Voice of the Managers (VoM) by paying as much attention to it as we normally do to VoC, so as to ensure maintainability and fail-proof future expansion. This paper describes the process of a software product's basic design from requirements analysis through policy extraction of a software design. The resulting effects are also evaluated. The Support of Quality Function Development by the Customer-orientated Evaluation of Software Tools. Georg Herzwurm and Stefan Reiß, University of Stuttgart Information Systems, Germany. This paper reviews available software tools and rates them on the basis of a customer orientated evaluation. The subjects of the paper are (1) a market survey of QFD software tools, (2) the development of a customer oriented evaluation, and (3) customer interviews on the basis of the customer-orientated criteria list which was formerly developed. The main issue of the research is the development of an evaluation system that is able to rate the value of customer orientated software. The research was established in two stages; accordingly an overview of the customer requirements (by using the critical event method in the first) and the rating of customer satisfaction (by using a multifunctional measuring tool in the second step). Two interview series with members of the QFD Institute Germany (QFD-ID) and international subscribers of the QFD-ID mailing were made on the basis of the evaluated conception. Strategy 2003 QFD as a Model for an E-Intelligent Revolution. Verónica González-Bosch, Mercadotecnia Estrategia Dirigida; Francisco Tamayo-Enríquez, Arnecom; and Javier Santa Cruz-Ruíz, Mexico. In the Information Era, success will be of those who are able to think, learn, solve problems and take effective actions faster and better. Organizations must continuously maximize its Organizational Intelligence OI) to learn, and solve problems, and adapt in this dynamic competitive environment because people are discovering and inventing new ways to share relevant knowledge about a product or service at blinding speed. This paper proposes the concept of OI conceptual formula, Speed of change for adaptation capability (S), and organizational E-Intelligence, a fundamental element for E-Businesses success. Looking at a example of restaurant.com, a Mexican dot-com who uses QFD to develop core strategic decisions and redesign, the authors propose that QFD Systems can significantly increase E-Intelligence and help in the development of these characteristics. Customer Driven Strategy: Solving the Fuzzy Front-End Using Outcome Based Segmentation and Innovation. Robert Hunt, Ph.D., Macquarie University, Sydney, Australia; and Mike Walker, Customer Driven Strategies Pty Ltd, Brisbane, Australia. Customer-driven organizations are a given concept these days. However, like most simple concepts it is not a trivial task to apply to the development of an organization's vision, mission and the strategies. What will give the organization a unique, valuable and sustainable position in the markets in which it decides to operate? Indeed what markets should it operate in? Most approaches to strategy are very weak on this "fuzzy front end". However, approaches to strategy using QFD principles provide a coherent methodology that has been successfully applied by many organizations both large and small. This paper focuses mainly on the issues in the fuzzy front end of strategy, and gives an overview of the rest of the strategy process.
Business Priorities and Quality Function Deployment: A Case Study. Tan Kay Chuan and Vijayalakshmi Raghavan, National University of Singapore, Singapore; Puhazhendi Kaliyappan and Ravi Ramaswamy, GE Medical Systems, India. With the advent of quality function deployment, there has been tremendous use of this tool in product design and development. While QFD prioritizes the technical attributes of a product based on the voice of the customer, businesses often encounter unforeseen risks in executing these attributes. This paper integrates the two concepts of circle-of-control and the effort-impact matrix into QFD. The purpose is to help businesses to objectively analyze the feasibility and organizational efficiency of implementing the technical attributes. A case study done at GE Medical Systems, India, is presented. The case brings to light the advantage of this new perspective in achieving operational excellence and customer satisfaction. Appendix II: Abstracts of Papers from Past Symposia on QFD 1989-2002
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In this page 2003
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2002:
The
14th Symposium on QFD (ISBN1-889477-14-1) Automotive 2002 QFD to Direct Value Engineering in the Design of a Braking System. Jim Dimsey, QFD Green Belt®, Hayes Brake, USA; Glenn Mazur, QFD Red Belt®, QFD Institute / Japan Business Consultants, Ltd. In designing a new braking system, QFD was used to determine the importance of various functions of a braking system and performance levels to users, and subsequently to design both a lower-cost alternative as well as a high performance model. This paper will present the customer evaluation process including a web-based questionnaire, the deployment through the House of Quality to a Function Analysis, multiple cost modeling studies, and the design concepts that were created and proposed to the OEM.
Commodity / Materials 2002 Improving Technical Support to Make Commodity Products More Competitive. Henry Hearon, QFD Green Belt®, GCC Rio Grande, USA; Glenn Mazur, QFD Red Belt®, QFD Institute / Japan Business Consultants, Ltd. How does one take a commodity that is essentially unchanged for hundreds of years and develop a competitive position that is based on something more than a cheap price? GCC, a cement company from Mexico with expanding sales in the US, used QFD to create the customer value that set them apart from competitors without resorting to a bottom price. This paper details the journey that started with well planned Gemba visits, as well as a one-year follow up to this QFD study.
Design for Six Sigma (DFSS) 2002 Integrating QFD and Design for Six Sigma. Charles Huber, QFD Green Belt®, Seagate Technologies, USA. Amid the shift from inspection-based quality to design-based quality, zero defect or 3ppm defect levels are being achieved by design through QFD, design of experiments, failure mode analyses, and other quality tools. Even greater gains can be made, however, when DFSS is combined with QFD to assure not just an absence of defects, but true value as defined by the customer. This case study will present how the goals of DFSS can be achieved and surpassed through the complimentary usage of QFD.
Electronics / Entertainment 2002 Case Study - Applying QFD for the development of the World’s First High-Quality 3D Home Theatre System. Pierre-Hugues Routhier, Sensio, Canada. You found a concept for a revolutionary new technology. You develop this technology and apply it to a product with intent to sell. This is more or less how technological start-ups traditionally roll out a new product to the market. The problem with this approach is that you have not necessarily accessed the needs of your customers... Aware of this pitfall that many have fallen, Sensio, a Montreal-based immersion technology company took a different path. The team selected QFD to do the task, in addition to using the Parametric Paired Comparison tools, focus groups and trade shows to collect the Voice of the Customer. The process ensured not only end customer delight but also the whole value chain of more than 10 strategic partners that created a whole new industry. A QFD case study on a brand new product - the world's first high- quality 3D home theater system.
Education 2002 Deploying and integrating education system indicators with QFD - An Application Case. Ricardo Hirata Okamoto, Provisional QFD Black Belt® and José Carlos Arce Riobóo, Provisional QFD Black Belt®, Keisen Consultores, S.A., de C.V., México. This paper will present the Comprehensive QFD approach that has been undertaken at the Education Ministry of the State of Guanajuato in México (SEG) in order to identify specific strategies for improvements in the nation's educational system and manage them. The study will examine a various indicators of the educational delivery system including the central and local governments, internal processes of the management, administration, schools, and financial and societal impacts. The final phase of this effort will use the Balanced Score Card to implement a management information system that would monitor the whole educational indicators system, as well as SAP (Systems, Applications and Products in data processing).
Healthcare 2002
Keynote Address by Mr. Todd Hoff, CEO, Continental Rehabilitation Hospital, San Diego.
How a Successful QFD Project for a Niche Product Eventually Changed the Entire Organization. Ed Chaplin, M.D., Provisional QFD Black Belt®, Continental Rehabilitation Hospital San Diego, USA. Using Comprehensive QFD, a niche product in healthcare was redesigned. The result doubled the service volume and led to another project – redesign of the core competency of physical rehabilitation services. The paper will report the application of QFD as a path provider for the hospital’s financial success, the 3-yr progress and challenges.
Strategy 2002 Using QFD Principles to Develop Vision, Mission and Top Level Strategy. Fernando B. Xavier, Schindler Lifts Australia Pty Ltd, Australia; Robert A Hunt, Ph.D., Macquarie University, Sydney, Australia. This paper describes a current case study of the application of a comprehensive Quality Function Deployment (QFD) based strategic planning methodology to develop the vision, mission of an organization, and deploy the key strategies for implementation . The company was able to formulate a strategy that was of value to its selected customers and attractive to all its stakeholders, while differentiating itself from its competitors. In parallel, it produced a set of connected tasks to deploy which are highly predictive in realizing the strategy. Based on these insights the paper seeks to address the future direction of the development of this promising field of strategic methodology.
Supplements I: Featured QFD Case Studies and White Papers
Supplements II: List of Abstracts 1989-2001
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In this page 2002
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2001: The 13th Symposium on QFD (ISBN1-889477-13-3)
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 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. Edgeman, Ph.D., University of Maryland; Douglas A. Hensler, 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.
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. Lowe. Ph.D. (U.K.); R.A. Hunt, 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.
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In this page 2001
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2000: The 12th Symposium on QFD (ISBN1-889477-12-5)
Aerospace / Air Travel 2000
Automotive 2000
Chemical 2000 Integration of quality management (ISO 9000), environment management (ISO 14000), environment, safety and healthy management (Responsible Care: RC) and TQM through application of cross-functional management was tried and proved effective in this chemical industry research, conducted in cooperation with the Kashima Plant of the Dainippon Ink & Chemicals Inc, a certified ISO 9000/14000 organization which strives for RC.
Consumer Products 2000
E-Commerce 2000
Education 2000
Electronics, Computers &
Telecommunications 2000
Healthcare, Medical
Products, Pharmaceuticals 2000
Software 2000
Training and Consulting 2000
General Industry /
Service 2000
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In this page 2000
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1999: The 11th Symposium on QFD (ISBN1-889477-11-7)
Aerospace 1999
Automotive 1999 3. QFD for Manufacturing Technology Assessment by Edward Vinarcik, Engineer, Visteon Powertrain Control Systems. Choosing a manufacturing technology is difficult. Customer needs as well as technology limitations must be understood. This paper presents a case study in which QFD is used as an analysis method for evaluating manufacturing technologies for a specific product, automotive fuel rails. Included is a discussion of customer types and needs related to design, cost, delivery, and timing.
Consumer Products 1999
General 1999
Industrial Products and
Heavy Industry 1999
Logistics 1999
Software 1999
Training and Consulting 1999
TRIZ/Medical Device 1999
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In this page 1999
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1998: The 10th Symposium on QFD (ISBN1-889477-10-9)
The Synergistic Alliance of Systems Engineering and QFD by John M. Marzec of Rocketdyne Propulsion and Power - Boeing North American. Rocketdyne Propulsion and Power, a business unit of Boeing North American, has developed a Systems Engineering Process. QFD has been identified as a key process within that discipline. This paper will primarily focus on the role of QFD in the Requirements Management aspect of Systems Engineering. The presentation will include a case study involving a transfer orbit propulsion system.
QFD in Aerospace Applications: A Training Exercise by Jack Barke of the Information, Space and Defense Systems, The Boeing Company. This paper explains a teaching exercise that introduces one to the mechanics of QFD. The basis of the exercise is an actual advertisement and specification for a "heavier-than-air flying machine" put out by the Army Signal Corps in 1908. Twelve exercises are covered that walk the reader through the 4 ASI matrices and also the Pugh Concept matrix.
[Poster Paper]
Method for Optimizing Resources Allocation by James
Afarin of NASA Lewis Research Center. This is a nonlinear model which represents
a structured approach to make capital investment decisions based on the
priorities of the organization and the quality of outputs. This procedure was
applied to a multidivisional organization for the proof of the concept at the NASA
Lewis Research Center in Cleveland, Ohio. Automotive 1998 Application of Quality Functional Deployment to Automotive Fuel System Components by Edward J. Vinarcik of Visteon - Powertrain Control Systems Division. With most products, consumers define quality. Complex products, however, contain components which often are never thought about by consumers. At the component level, quality must be defined internally. The purpose of this paper is to apply QFD to an automotive component, specifically a fuel rail. Included is a discussion of needs for internal customers related to design, delivery, and timing. The integration of Taguchi Design of Experiments and Quality Function Deployment.
QFD Methodology and its Application in an Automotive Industry Supplier by P. A. Cauchick Miguel, N. C. Maestrelli, and L. G. Lopes, Jr. of Methodist University of Pircicaba (UNIMEP) and Meritor do Brasil Ltda., Brazil. This paper presents a work on QFD carried out in an auto parts industry in Brazil. It describes the implementation steps as well as some of the achievements. This work also outlines the relation of QFD with aspects of QS 9000 certification. Finally, it points out the principal benefits of QFD application.
Concept Development & Ideation 1998 Consumer Encounters and Idea Development and Concept Optimization by Brian Barton and Cathy Rings of Rubbermaid, and Glenn H. Mazur of Japan Business Consultants, Ltd. Getting better products faster to customers is critical to the financial success of a company. Traditional approaches to ideation and concept development and optimization begin with product ideas developed internally and then validated through consumer screening and concept testing. By observing consumers in the process of living their lives in their own homes, a deeper understanding of their needs can more accurately drive the ideation process, leading to a better acceptance of concepts in the screening process, more accurate consumer testing, and better volumetric and profit forecasting. This paper reports on Rubbermaid's Consumer Encounter Form which was designed to facilitate a brief 2-hour encounter, prioritize product categories and within those, prioritize consumer needs based on the Voice of the Customer, and lead to product ideas. This form flows directly into our Concept Testing Board for use in the consumer concept tests.
Cost Deployment 1998 Cost Deployment to Improve Customer Satisfaction and to Reduce Product Cost by Gerd Streckfuss of Institut fnr QualitStsmanagement Dr. Weigang. During QFD sessions, companies in "high-cost" countries request from this method not only to address customers requirements but also to consider the cost issues. Although often published, there are few case studies, which demonstrate the cost deployment. Our approach: Using comprehensive QFD Deployment and Target Costing, the results of case studies are documented and evaluated. Special considerations: 1. There is a relationship between customer requirements and the actual cost. 2. The Value Graph can be used to start the improvement path. 3. This improvement path is documented in various HOQ's, but some important rules must be watched.
Computer & Software 1998 Introduction of QFD to "What to Design" Process In Super Design Technology by Kunio Noguchi, Keisuke Nomura, Yuji Kyoya, Yoshifumi Ueda of Toshiba Systems & Software Research Laboratories. The development of an advanced product design process dubbed the Super Design Technology to achieve "product on demand" is underway at Toshiba. We have added QFD to this new method in the form of a database that we can quickly access critical information which is often beyond the scope of typical QFD.
[Poster Paper] Business System Analysis by Joseph Craig of Qualisoft Corporation and Thomas F. Teel of Business Effectiveness, L.L.C. A business system utilizing QFD ensures that customer and business requirements are met and Business Functions / Product and Services are effectively and efficiently managed. Business Functions (How) and the Products and Services Processes (What) of a business are defined and correlated by a Team of subject matter experts and facilitated by Business Effectiveness, LLC. The embedded QFD DesignerTM algorithm identifies Products & Service Processes and Business Functions that may be improved for effectiveness and efficiency. Additionally, the use of the top and side roofs further correlates individual Product & Service Processes and Business Functions.
Using QFD to Research the Demanded Quality of Students for Lectures by Professor Kozo Koura of Asahi University, Japan. Today, improvement and innovation in education at the university level has begun to spread through Japanese universities. We are seeing a more market-in style of lectures as a two way street between teacher and students instead of a one way product-out style from the professor to the students. Students should be recognized as consumers and the lectures need to meet their requirements. This research is a case study of analysis of "opinionaires" for lecture production control using QFD. The voice of the students was translated into demanded quality deployment and measures deployment was developed from teacher experiments. A quality chart combines both deployments. Importance and weights of planned and designed quality were calculated and a Pareto Analysis implemented. The results were very useful information for the professor.
Using Service Blueprinting and Quality Function Deployment in Restructuring Educational Service Processes by Dr. Klaes Eringa of The Christelijke Hogeschool Noord-Nederland, Leeuwarden and Ms. Isolde L. J. Boer of Rijksuniversiteit Groningen, Faculty of Business Administration, The Netherlands. The Christelijke Hogeschool Noord-Nederland has launched a TQM project aiming to restructure educational processes tailored to students’ needs. Service Blueprinting maps both the students’ learning process and supporting organizational processes. QFD translates students’ needs into service process specifications, emphasizing the service encounters. The integration of QFD and Service Blueprinting attempts to improve the student perceived quality of service processes.
[Poster Paper] QFD in Education: An Instructional Case by Dr. P. A. Cauchick Miguel and Dr. A. Weidmann of Methodist University of Pircicaba (UNIMEP) and SKF GmbH. QFD is a powerful development methodology with a wide range of applications. This case study presents a simple case which has been used for both undergraduate and post-graduate engineering courses as well as special industrial training courses. The paper shows the feedback from the participants in some of those courses.
Healthcare 1998
House of Quality 1998 An Intelligent House of Quality by Prof. Xiaoqing Frank Liu of the University of Missouri-Rolla. The House of Quality (HoQ) is an important and successful tool in QFD. However, manual development of a HoQ is usually time-consuming and error-prone. We have been developing an intelligent HoQ to relieve users of all calculations involved in developing HoQs manually, detect implicit trade-off and impact relationships and maintain their consistency based on fuzzy logic, and enable automatic archival and management of HoQs based on a database system. In addition, it will not impose any restriction on the way the HoQ is currently used.
Fast QFD: First House of Quality in Half the Time by Mark Farrell of Nortel, Northern Telecom Limited, Canada. A common reason for not using Quality Function Deployment (QFD) is it takes too long. We have developed a method that completes the first House of Quality in half the usual time. We did this by defining two teams, one dedicated to defining customer needs and another dedicated to defining product characteristics. The first house of quality was completed in half the usual time because both customer needs and the product characteristics were defined simultaneously.
ISO and QFD 1998 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 construction work image deployment and combined in a matrix with critical operational functions involving the installation of communication lines, which were then deployed to environmental quality assurance.
Kano Model and QFD 1998 Automated Kano Model Implementation by Kaushik Ghosh, Sanjay R. Mawalkar and Lynnette Blaney of the Battelle Institute. Automation of some tasks involved in using tools like QFD and the Kano model for new product development have contributed to their popularity in recent years. This paper presents a software application that allows for the prioritization of customer requirements by classification into the Kano categories and also allows for subsequent use of the generated data in exercises like QFD.
Medical Device 1998 Using FMEA and QFD to Improve the Design of a Medical Device by Phil Price of Novartis Pharma AG and Ian Ferguson of Ferguson Associates, United Kingdom. The Paper will show the steps taken to question Functionality, Cost, and Reliability of a medical device. This involved a multi-disciplined Team subjecting the proposed concept to a detailed Design and Process FMEA. The results of this evaluation highlighted areas of improvement for the mechanical Design and Patient handling characteristics. The Patient handling evaluation was supported by an ergonomic appraisal, which also yielded information concerning Patient preferences. These results and preferences were incorporated into a QFD led Project which ensured an improved medical device with the required horizons of Cost, Performance, and Reliability. The Paper will show some of the steps taken in the FMEA and QFD process, which led to these improvements.
An Application of Quality Function in the Medical Device Industry by Dr. Shihab Asfour, Dr. Eleftherios Iakovou, Gilbert Cortez of the Department of Industrial Engineering, University of Miami. Medical devices encompass all articles used in the treatment, prevention and diagnosis of disease. We first present the critical quality characteristics specific to the medical device industry. We then proceed with the presentation of a novel application of QFD and robust design in a real-world case study for the design and development of a medical device. Utilization of QFD and robust design in the development process will supercede the regulatory requirements of developing a safe and effective product. The employment of these techniques further leads to shorter time-to-market along with significant cost savings in R&D, manufacturing and service costs.
Using QFD to Establish a Quality Assurance Network by Antonio Carlos Ferreira Gomes, Ilka Vilardo, Marcus Vinicius Torres, Murilo Pirozzi, Paulo Roberto Villas, and Renato Machado Vilela of Poligran Polimeros Plasticos Ltda , and Fundacao Christiano Ottoni, Brazil. This paper will describe the infrequently seen but essential aspect of QFD called the Quality Assurance Network. A real case of applying QFD to Quality Assurance in the polymer package industry will be presented not for redesign of the product or changing the specifications, but to assure the actual specifications improving the process capability (Cpk). This network allowed us to optimize the activities related to the Quality Assurance Function based on the voice of the customer and theirs priorities.
Schedule Deployment 1998
QFD Schedule Deployment: Doing Development Faster with QFD
by Richard E. Zultner of ZULTNER & CO. QFD traditionally addresses issues of
quality, technology, cost, and delivery. For many development projects, the time
or schedule of the project is also important. Schedule Deployment is the QFD
subsystem that addresses the schedule directly. With Schedule Deployment, by
better management of variation, a shorter development project plan can be
made--usually 15-25% shorter--with no increase in risk. An example will be
presented for software development.
Service 1998
Strategy 1998 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.
Strategy, QFD and the Balanced Scorecard by Robert A. Hunt of Graduate School of Management, Macquarie University, Sydney, Australia. QFD principles when applied to the development and deployment of an organization's strategy naturally develop a tailored set of key performance indicators that will provide the appropriate insights and measurements for predicting future performance that are sought by the Balanced Scorecard method developed by Kaplan and Norton. This research is based on a major four year study of 127 applications of QFD principles to innovation of physical products, services, software, processes and strategy in forty-nine companies in the South-west Pacific Rim. The paper will examine the development of balanced scorecard performance indicators by these organizations, and looks at the association between their use and corporate success.
Transportation 1998 QFD Technique for Composite Railway Sleeper by M. R. Joshi of Research and Development Establishment (Engineers), Pune, India. For the development of Railway Sleeper, The Product Development Team coming from three different organizations depended upon the experiences of the team members. Qualitative Requirements stated by the customer were translated into a FRP sleeper product and process characteristics using QFD approach. This work can prove to be a demonstrator for QFD in Product Development Process in India.
TRIZ and QFD 1998 A New Model of the Conceptual Design Process using QFD/FA/TRIZ by Dr. Noel León-Rovira, Humberto Aguayo of Instituto Tecnologico y de Estudios Superiores de Monterrey, Mexico. A comprehensive model of the Conceptual Design Process is presented, which integrates QFD, Functional Analysis and TRIZ . Instructions are presented on how to use TRIZ, starting from the QFD Diagram and continuing through Functional Analysis during the conceptual design stage of new products. The information obtained during the Functional Analysis is used to identify the product structure which reveals the technical parameters needed for the QFD process. Actual examples are shown on how the "roof" of the "House of Quality" may be used as an interface to the Technical Contradictions Table in TRIZ, as contradictory parameters are identified and the design conflicts may be solved based on the Technical Contradictions.
[Poster Paper] Application of TRIZ to Solve a Reliability Problem of a Hard Drive by Zinovy Royzen of TRIZ Consulting, Inc. This paper describes TRIZ approaches to identify the best opportunities for development of products. TRIZ will guide you from understanding of the functions of your product to better utilization of its resources. Using TRIZ at the beginning of your project you will save your time and efforts in your search for the ideal solutions. A case study describes application of TRIZ to a difficult problem.
Value Engineering (VE) 1998
Voice of Customer 1998
General 1998 Managerial Implications for Customer Focused Product Development by Anders Gustafsson, Torbjörn Forsberg, Lars Nilsson and Mattias Elg of Linköping University, Division of Quality Technology and Management, Sweden. Several case studies on Swedish companies with great experience in the use of QFD, including Volvo, SAAB and SKF, have been conducted. This paper draws conclusions about some managerial implications on the use of QFD and draws comparison with results from other studies (Hunt, 1997). The foundation for the paper is two case studies, TA Control and Mölnlycke, two companies with positive effects of using QFD. The paper describes the effects of using QFD and scrutinizes driving forces behind some identified differences, e.g. environmental variables and approach. The result may serve as a guide when implementing QFD.
Selecting the Best Direction to Create the Ideal Product Design by Jo hn T e rnin ko, Re sponsible Man agement, Inc., USA. . The number of practitioners who go beyond remapping customer information into engineering information by using the House of Quality matrix is slowly increasing. Few try function analysis, reliability deployment or use the negative feedback of the gemba. This paper presents the integration of failure modes and function analysis to identify breakthrough development concepts. Reduction in the failure modes and increases in reliability are natural consequences. AHP prioritizes the projects using the priorities from the House of Quality. The driving force is the ideal final result as defined by the function associated with the most important performance measure in the House of Quality.
The Virtual Corporation and QFD: The Key to Effective Breaking of Boundaries by Dilworth Lyman of ViewPoint & Understanding Enhancement. The virtual company is the dynamic alliance with other companies that already possess the resources required to synthesize new productive capabilities very quickly. QFD structures, methods, tools, and systems can provide the basis for meeting the critical need for understanding within and throughout all of the various points of view. We will also discuss the part QFD plays in moving beyond asset management to resource leverage.
Will Your QFD Add Value to Your Operation? How to Find Out by Allan J. Sayle of Allan Sayle Associates. QFD aims to enhance corporate results through improving product and service quality. Properly applied, it can be a valuable tool. But it can only be truly effective if implemented within a well-constructed framework of effective data gathering, business systems and processes. This paper describes how that framework can be assessed to determine whether or not QFD will deliver the results desired and value-adding operations will be obtained. Matters to be addressed and examined are described together with their relationship to requirements of business performance, ISO 9000, QS 9000, customer expectations and market conditions. How management can use the assessment results, to ensure not only that the method of performing QFD will be effective but also its desired outcome will be achieved, is discussed.
Value Management: Integrating QFD in the Product Value Deployment
Process by Horst R. Schoeler of Schoeler & Partner. In the
continuing search for new ways of securing a competitive edge, it becomes more
and more important to be able to demonstrate that the own product or service
offers better value for money than the competition. This target will be achieved
through the Value Management approach. The concept of value lies in achieving a
balance between the satisfaction of many different customer needs and the
resources used. The presentation shows the framework of Value Management and the
systematic combination and involvement of different methods like Value
Engineering, QFD, Target Costing. Not a single approach of a method or
methodology is responsible for successful products and services. It is necessary
to achieve the best process and apply appropriate methods in a holistic view.
[Poster Paper 1998] An Intelligent Systems Approach to Quality Function Deployment (QFD) by Ms. Vivianne Bouchereau and Dr. H. Rowlands of University of Wales College, Newport, South Wales, United Kingdom. This paper will discuss how techniques such as Taguchi Method, Fuzzy Logic, and Artificial Neural Networks could be incorporated within QFD to resolve some of its drawbacks, such as the complexity of the QFD charts, ambiguity in the data collected and determining the interrelationship between processes. These proposed techniques will be adopted to produce an intelligent systems approach to QFD.
[Poster Paper 1998] Assigning Importance to Hows: Analysis of Two Competing Methodologies by R. Alan Kemerling of Ethicon Endo-Surgery, Inc. (divison of Johnson & Johnson). This paper and underlying research looks at two different methods (a simple arithmetic calculation and one that uses a weighted Whats importance value) for calculating the importance of Hows in the project. Using Monte Carlo simulation, hundreds of different QFD matrices were developed and the two distribution methods compared for their affect on the resulting priority of key Hows.
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In this page 1998
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1997: The 9th Symposium on QFD (ISBN1-889477-09-5)
Using the QFD Blitz for Making
Better Proposals by Dr. Thomas Fehlmann and Dr. Ernest Wallmüller
of Unisys (Schweiz) AG. Writing proposals is a critical step for the success of
a project involving external suppliers. It initiates the process of
synchronizing the value chains between suppliers and customer. This paper
describes the adaptation of QFD Blitz to proposal drafting and writing, and the
demonstrated results of better competitive position, higher success rate,
reduced cycle time for preparation and more understandable proposals. QFD as a Support System to the Identification of Key Ideas for Technological Changes/Innovation by Antonio Di Zanni of Piaggio Veicoli Europei S.p.A. This paper describes Piaggio's use of QFD to identifying areas of technological innovation and product concept innovation based on the BLITZ QFD technique. The presentation will describe the results to date including, the definition of a needs tree of European two-wheeler customers, definition of product function tree, identification of priority market segments, and the identification of innovation areas peculiar to market segments.
Construction 1997 Using Post-Occupancy Evaluation and QFD Methodologies to Improve Quality in Building Construction by Elizabeth K. A. Londe, Carlos Alberto Nunes Cosenza and Monica Santos Salgado of Universidade Federal do Rio de Janeiro. Post-Occupancy Evaluation (POE) analyzes the relationship between the built environment and the user behavior. It's primary usage is to evaluate the performance of buildings while QFD provides a systematic approach for the analysis of customer demands. This paper presents how to integrate POE and QFD in a consistent way so when used together they are effective way to listen to the voice of client in building construction.
Consumer Products 1997 Developing an Integrated Model of Designing the Ideal TV for the Consumer through QFD: A Consumer Electronics Case Study by Taylan Özsipahi and Haluk Ünsal of Beko Elektronik. Beko Elektronik is the leading consumer electronics manufacturer in Turkey. This paper presents a case study on the application of QFD methodology to the development of a new series of televisions main chassis in order to obtain the optimum picture quality with competitive price characteristics. In addition, the integrated product development process used at Beko Elektronik is discussed.
Defense 1997
Modeling Knowledge Integration,
Extending House of Quality to Meta-Fusion by Kevin Marler of
Raytheon E-Systems. This paper will demonstrate how the House of Quality (HOQ)
models within QFD can be extended through Meta-Fusion to evaluate teaming
arrangements. Meta-Fusion is the effective integration of knowledge from
industry partners, educational institutions, and government agencies. A team
from Raytheon E-Systems' Garland facility will demonstrate how Meta-Fusion HOQ
was used to propose a teaming arrangement to produce a virtual-reality training
system. Systematic Application of Quality Management Principles in a Military Organization by Master Sergeant Ronald G. Ferrick and Staff Sergeant John D. Marshall of the U.S. Air Force, 16th Logistics Group. Introducing quality management principles to military organizations produced some real challenges for this quality integration office. Foremost of these challenges were the acceptance of quality principles such as customer, vision, process, teams, empowerment, and metrics into a military environment. This paper describes the results of this effort and a strategic planning approach to tie all the principles together in a systematic application.
Function Analysis (FA) 1997 Function is the Foundation by Larry Shillito of Eastman Kodak. Function analysis (FA), born in value engineering, has proven to be a valuable tool in the world of QFD. Function is the interface between the customer and product. If we understand the interface between product function and Voice of the Customer (VOC), FA can be used to augment the VOC collection process. this paper will illustrate the use of FA for VOC acquisition and product design and technology selection.
General Industry 1997
Task Deployment: Managing the
Human Side of QFD by Glenn Mazur of Japan Business Consultants,
Ltd. This paper will discuss the history of Task Deployment, its structure based
on the 5W2H3C formula plus flow charting, and give examples of applications in
QFD from determining project teams, defining market segments based on product
usage, guiding customer visits, analyzing customer's business problems, creating
job descriptions and plant requirements for service operations, and redefining
the New Product Development Process itself. This paper is based on the
pioneering work of the late Dr. Shigeru Mizuno (co-developer of QFD with Dr.
Akao) and the author's own work over the past twelve years. 20 Ways to Make Sure QFD Will Fail in Your Organization by Mike Wilson of OSW Cornerstone Associates. This paper will draw on extensive experience in the application of QFD to manufacturing and service organizations to report on a composite of customer interactions. Included will be a discussion of success stories, applications of QFD to new industries, unique problems and solutions, and new or supporting techniques that will lead to the successful application of QFD.
QFD: The Swedish Experience by Fredrik Ekdahl and Anders Gustafsson of Linköping University, Sweden. The results from a survey covering over 30 Swedish companies regarding the type of Swedish companies that are using QFD, how they use it, the difficulties they have encountered and the benefits they have realized. Selected case studies will be presented from companies on the leading edge of QFD usage in Sweden.
Confirming Expert Judgment through Correlation by William Slabey of IVON Corporation. This is a paper about a key supporting technique that elevates the relationship matrix from one based solely on expert judgment to more thorough methods. Use of correlation techniques to identify relationships allows expected relationships to be confirmed as well as identifying other unexpected measures that may drive customer perception. For people who are new to QFD, this advanced technique improves the core process of QFD which is the translation of customer requirements into company requirements. Advanced users will appreciated the helpful hints, tips and pitfalls to using R2 correlation methods to confirm relationships.
A Non-Traditional Use of QFD: QFD Integrated with Management Systems to Determine Organizational Structure and Performance Evaluation by Richard A. Jacobs of Columbia Gas of Ohio. QFD can be defined as a matrix analysis which can be used to prioritize expectations and resolve conflicts. Management can be viewed as a system comprised of six primary components: leadership, power, culture, accountability, interactivity, and responsibility. By merging these two premises a new technique for determining organizational structure and performance evaluation can be developed. This paper describes this non-traditional use of QFD.
Expand, Collapse, and Subset - The Keys to Small Matrices by Dilworth Lyman of ViewPoint & Understanding Enhancement. Large matrices have been the death of more QFD efforts than any other single cause. This presentation describes how to focus efforts where they are most needed with an increasing level of detail. The methods to accomplish this are Expand, Collapse and Subset. This paper will show how and when to use each of these methods, explaining the mathematics and rigor necessary to preserve the value and accuracy of the matrices.
Systems Thinking Simulations as
an Aid for Design QFD by Joe Miller of Quality Process
Consulting. Systems Thinking based simulations of proposed product and service
concepts provide a powerful extension of QFD. This paper presents specific
approaches and examples for defining models from QFD identified functions and
quality characteristics, and demonstrates software aided execution of those
models. These simulations have proven useful to expand team and management
understanding of product concepts and have aided more realistic design target
setting. Accelerating QFD by Gershon Blumstein of Electronic Data Systems. The effect of Trade Off Studies on vehicle development has been successfully applied to developing automotive subsystems. The results have been dramatic in supporting the Concurrent Engineering process. The objective of this paper is to explain how to use the information generated from the Trade Off Study in order to choose the best concept alternative that meets the requirements (needed functions) of several customers. This is used to accelerate the QFD process.
Improving Quality Function Deployment Through Customer Feedback: A Case-Based Reasoning Approach by D.A. Adams, Prof. C. Irgens and Dr. E. MacArthur of University of Paisley. It is proposed that it may be possible to learn by correlating historic QFDs with customer feedback data. Identification of similarities between QFDs and historic QFDs should enable the reuse of solutions - or partial solutions - which worked, the omission of unsuccessful solutions, or the improvement of solutions. This paper develops this concept and discusses a prototype system which adopts an artificial intelligence technique known as Case-Based Reasoning to identify similarities between new and historic QFDs.
Healthcare 1997 Prioritizing Customer Requirements in a Rapidly Changing Marketplace by Bill Naccarato of Dade International, Inc. Changes in health care financing methods have led to substantial changes in health care delivery, which provide a significant challenge for new product development in the industry. Using a structured process for product definition, Dade is now developing an analyzer that will facilitate workstation consolidation within hospital clinical laboratory. This talk presents an overview of how the change in the health care market affect design of analyzers. Using actual data, the presentation will demonstrate the techniques used to process information and prioritize customer requirements.
A QFD-Based Evaluation of Prevention Services by Robert F. H ales, ProAction Development, Inc., Pamela Clark and Don Lakes of TriHealth. With financial incentives changing in the healthcare environment, healthcare organizations, physicians, and employers need to become focused on developing and offering health services that are designed to prevent, or minimize the impact of illness or injury. This paper will describe the process used to develop an overall corporate strategy, structure and service based solely on the benefits TriHealth's customers desire from a Prevention Services provider.
Hoshin Planning 1997
Hoshin Planning and QFD
by Ian Ferguson of Ian Ferguson Associates. This paper discusses the
organizational and cultural needs required of a company before considering
implementing Policy Deployment using a Hoshin Kanri methodology. A step-by-step
process is described to make a company mission and values a reality by
directional strategies and goals being deployed through targeted policies, into
plans with measurable control items. Manufacturing 1997 A Competitive Advantage by Pamela Dunham formerly with AIDA-Dayton Technologies Corporation. This paper describes how a manufacturer of metal forming presses and auxiliary equipment utilized QFD, Strategic Planning and Policy Deployment to address the basic business questions of: What is important to our customers?, What activities should be our focus in the next 1-5 years?, How do we focus associates on the company strategic objectives? and How do we gain and sustain a competitive advantage in the marketplace?
Reliability 1997
Reliability Function Deployment -
RFD: A Systems Approach by Jayant Trewn and Dr. Kai Yang of Wayne
State University. The purpose of this paper is to provide a conceptual framework
to be used to deploy reliability characteristics into the functional design of a
system (component, part, or a product as a combination of components or parts).
Integration of reliability requirements into the design of a system, product or
process is achieved through an integration of QFD techniques with Fault Tree
Analysis. Software 1997
Deploying Software QFD Within
Large Organizations by Thomas Gorham and Mark P. McDonald of
Andersen Consulting. This paper is a summary of approximately 30 case studies
where QFD has been used for software development. The paper will discuss success
stories and areas for improvement spanning utilities, financial services,
manufacturing, telecommunications and other industries, as well as around the
world including the U. S., Canada, Australia, and Germany. Project QFD Managing Software Development Projects by Richard E. Zultner of ZULTNER & CO. Blitz QFD, a "maximum value for minimum effort" approach to QFD, can be used by project managers to concentrate on those project tasks that add the most value to customers. Application of such "efficient customer satisfaction" for a software development project is shown.
Strategy 1997 Strategic QFD for Product Platform and New Technology Planning by Karla Kuzawinski and Dave Zawadzki of Xerox Engineering Systems. As corporations strive to leverage investments in technologies, core competencies, and resources, greater emphasis needs to be put on linking these investments to strategic direction, and getting greater returns by leveraging these investments across families of products. This paper will present how QFD can be used to align both near and long term advanced technology research efforts and corporate strategic direction.
Applying QFD Principles to
Strategic Transformation by Robert A. Hunt of Macquarie
University, Australia. Based on a major four year study of 127 applications of
QFD principles to innovation of physical products, services, software, process
and strategy in forty-nine companies in the South-west Pacific Rim, this paper
outlines some of the major findings of the study. Among others it gives insight
into the importance or otherwise strategic connection and organizational culture
for success in innovation and transformation. A Strategy Formulation Methodology Based on QFD for Traditional Manufacturing Companies by Antony Lowe and Prof. Keith Ridgway of the University of Sheffield. In order to encourage a market focus, innovation and the adoption of modern manufacturing techniques within local companies, a strategy formulation/review methodology using adapted QFD has been developed at the Manufacturing Research Group at Sheffield University. This paper outlines the basis on which this methodology was built including current thinking in strategy research, innovation techniques and QFD. A step-by-step process for its implementation is described, and a case study where the methodology was applied within a manufacturer of coal mining equipment is given.
Telecommunication 1997
Advanced QFD Techniques for
Creating a Competitive Edge in a Deregulated Telephone Market by
Martin Lossie of Coopers & Lybrand Management Consultants. This paper presents a
success story of the application of QFD in the area of telecommunications
service provider. Deregulation enables a cable TV operator in The Netherlands to
introduce telephone service to residential and business customers. The ability
to compete with the incumbent telephone company required an insight to customer
satisfaction drivers. QFD was successfully used to identify a comprehensive
portfolio of company ingredients that form the basis for creating customer
satisfaction.
QFD As a GIDE to Product
Realization by David Bowen of Lucent Technologies Network Systems
and Patrick G. Brown of Lucent Technologies Bell Laboratories. This paper
illustrates the successful application of QFD to an internal process alignment
between historically warring functions. Network Systems' use of a QFD approach
to frame and translate these stakeholders' voices into Guidelines for
Installation, Design & Engineering (GIDE) in a cross-organizational setting has
enabled Network Systems to foster product designs that are better-aligned with
the entire value creation chain, helping ensure lower end-to-end costs and
faster product introduction & change cycles. Training Function Deployment: Applying QFD to Staff Development by John Stampen of Home Savings and Leveraged Learning. Training Function Deployment (TFD) is a specialized application of QFD that helps assure organizations that their employees are able to perform important job functions. This paper describes the TFD process which begins by building a position profile that prioritizes development goals and identifies related knowledge and skills. It then determines the learning options that will have the greatest likelihood of impacting job performance. The profiles that TFD generates can also be used for recruitment and hiring performance feedback, career planning and training curriculum development.
TRIZ 1997
The TRIZ, QFD and Taguchi
Connection
by Jo
hn T e
rnin ko, Re
sponsible Man agement, Inc.,
USA.
Taguchi's approach to robust designs has been in North America since 1981. QFD
arrived in 1984 and the new comer TRIZ arrived publicly in 1991. They each have
their strengths and weaknesses but together they become an unbeatable powerhouse
of Customer Driven Robust Innovations. This paper discusses the linkages between
these and other powerful quality tools. The synergy formed becomes the ideal
design process.
TRIZ and Integrated New Product
Development by Steve Ungvari of SPI, Inc. In today's fiercely
competitive marketplace, companies must find new strategies to fuel sustainable
competitive advantage and growth. New product development coupled to innovation
provides organizations unique opportunities to shift the competitive balance in
their favor. TRIZ is a powerful new tool that will leverage the power of
innovation into the new product development process. This paper will provide the
rationale for the use of the tool and explain how the specific TRIZ tools are to
be used to vastly improve the new product development process.
TRIZ: Acceleration of Conceptual
Design in Product Development by Zinovy Royzen of TRIZ
Consulting, Inc. Understanding and forecasting of the inevitable evolution of a
product accelerates its development, eliminates overlooking of the most
promising concepts, helps to develop the strategy of innovation, protects the
market by umbrella patents and helps to avoid some very expensive mistakes. This
paper describes some of TRIZ approaches to accelerate conceptual design in
product development.
Application of TRIZ for Design of
New Materials by Semyon D. Savransky of West Coast Quartz
Corporation. TRIZ is used for the innovative resolution of various technical and
physical contradictions in the artificial systems. This paper will illustrate
the use of TRIZ principles, such as SuField Analysis, for the design of new
materials for electronic applications and the novel class of superconductors -
chalcogenide glasses and even melts. Anticipatory Failure Determination (AFD): The Application of TRIZ to Risk Analysis by Stan Kaplan of Bayesian Systems, Inc. Today there is burgeoning interest in quantitatively assessing risk. This interest ranges over a huge spectrum from food safety and environment to transportation, power generation, business risk, investment risk, military risk, etc. One new method is Anticipatory Failure Determination (AFD) and is an application of Russian theory, TRIZ, of inventive problem solving. This paper will present an exposition of AFD in comparison to and within the context formed by the conventional approaches.
Using VR-Based Conjoint to Capture the Voice of the Customer by Lisa Wood, Mohan Bala, Dean Hering of Research Triangle Institute and Todd Romig of Volvo GM Heavy Truck. This paper describes how Research Triangle Institute used an innovative new tool - TradeOff VRTM - to incorporate the voice of the customer into the product planning process at Volvo GM Heavy Truck. Volvo used TradeOff VRTM - which combines conjoint analysis and virtual reality - to gather customer preferences for feature of a new truck early in the product design process without using physical prototypes.
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In this page 1997
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1996: The 8th Symposium on QFD and 2nd International Symposium on QFD (ISBN1-889477-08-7)
Conjoint Analysis 1996 Conjoint Analysis - A Useful Tool in the Design Process by Professor Bo Bergman, Fredrik Ekdahl, and Anders Gustafsson of Linköping University (Sweden). This paper presents conjoint analysis as a tool to help elicit customer's priorities. It illustrates a possible work flow for conjoint analysis and provides an example of the information collected.
Reposable Medical Device Development - Creatively Meeting Customers' Needs (Applied Conjoint Analysis & QFD) by George J. Marcel, Heidi Youngkin, and Bob Anthony of Guidant - Origin Medsystems, Inc. (USA). This case study provides the initial results on integrating marketing and quality tools in a medical device application - a reposable (partially reusable, partially disposable) instrument used in Minimum Invasive Surgery. It addresses how use of combined disciplines can provide an improve product that meets or exceed the customer requirement in quality, cost, and timing.
Construction 1996 QFD in Building Design by Petri Laurikka, Antti Lakka, and Mikko Vaino of VTT Building Technology (Finland). Rapid and quality completion of buildings tailored to individual needs of customers is setting new challenges to methods of building design. Success in temporary project organizations may require systematic working procedures and appropriate tools. This paper reports three construction projects that applied QFD as a team decision-making tool to listen to the voice of the customer to achieve common understanding, consensus, and commitment in design objectives and design solutions. The depth in which QFD was applied followed the tradition of the construction industry - "quick and dirty." Nevertheless, the result were encouraging: QFD provided a systematic method for the analysis of the customer demands. Each case project resulted in several design changes that were appreciated.
QFD in Building Construction by Syed M. Ahmed and Roozbeh Kangari of The Hong Kong Polytechnic University (Hong Kong) and Roozbeh Kangari of the Georgia Institute of Technology (USA). This paper proposes a QFD model for construction industry which consists of: 1) Client Requirements Diagram that identifies the top, intermediate, and basic client satisfaction events; 2) Responsibility Matrix which identifies clients, architects/engineers, and contractors responsibilities; and 3) Quality Charts based on the necessary and sufficient conditions required for quality work in planning, design, and construction. The model can be applied to keep track of the interdependencies and interrelationships of different parties involved in the industry. By closely monitoring these complex and often grey areas of responsibilities, a continuously improving process can evolve, ultimately resulting in increased client satisfaction.
Design of Experiments 1996 QFD Implementation in DOE by Dr. Eli A. Glushkovsky of TelRad (Israel ). At the stage of DOE planning, QFD may successfully provide: Cause-and-Effect Diagram analysis, selection of appropriate factors and number of actor levels, choice of DOE type and resolution. At the state of DOE execution, advanced QFD makes it possible: 1) to create visual models based on expert rules such as "if factor A is high, then responsive variable is low"; 2) to apply thee models for "what-if" simulation and optimization.
Electronics 1996
Product Development System Using QFD
and Other Methods at Kinpo Electronics by Jyh-Ren Yang and Chen Hsiu
Li of the China Productivity Center (Taiwan). Kinpo Electronics, one of
the world's leading manufacturer of calculators and facsimile machines, used
QFD to construct a product development system of their own that would connect
related activities through their 28 departments as well as shorten the product
development cycle.
Improvement of Memory Product Development System Through Quality Function
Deployment by Ju-myoung Lee, Semiconductor Business, Samsung Electronics Co., Ltd.
Samsung began QFD in 1994. In the second application project, a small
cross-functional team was composed to complement the development system of the
memory products and to reduce the development time through defining the
requirements for product development and systematizing QA activities. This
paper presents a Comprehensive QFD project within the Samsung Semiconductor
Business. Food 1996
Exploring a New Market for Sausage
Using QFD by Francisco M. Ormenese, et al of Sadia Concórdia (Brazil).
This study was to develop a new fresh pork sausage for the southern areas of
Brazil. Through qualitative consumer research and supermarket supervisors
direct interview, consumer and market needs were identified. Good
understanding of these needs simplified prototype development. The
quantitative consumer research found the newly developed prototype obtained
superior performance in comparison with the product of the main competitor.
The consumer voice was efficiently translated to the QC process chart using
QFD methodology. Food Product Upgrade Using QFD by Ioanis Athanase Sarantópoulos et al of of Sadia Concórdia (Brazil). Sandia, the largest meat processor in Brazil, used QFD to regain market share, reduce costs and improve intrinsic quality of the product as perceived by the consumer. The conceptual model was developed viewing the production flow process from downstream to upstream, starting with the quality characteristics of raw materials, followed by quality characteristics of auxiliary raw materials, of intermediate products, and finally , of the finished product. The final response of consumers after launching the product clearly indicated fulfillment of the proposed goals and the benefits of QFD method for the company.
Bagel Sales Double at Host Marriott with QFD by Glenn Mazur of Japan Business Consultants, Ltd. (USA). Three recent trends have lead to changes in the way travelers view airport food: 1) Healthier and lighter food; 2) more women travelers; and 3) fewer on-board meals being served. Host Marriott, which operates 70% of the U.S. airport food and beverage market, wanted to assure that its product offering were keeping up with customer demands. What they discovered was that their traditional approach to new product and service development was penny profit driven and not customer focused. QFD was employed to make quality and customer satisfaction more important. Within one month of completion, sales doubled.
General Industry 1996
The Keys to Successful Selling of
QFD: Helping Management Choose to "Do QFD" by Diworth Lyman of
Viewpoint & Understanding Enhancement (USA). Successful use of QFD
on a company-wide basis requires a significant commitment of resources. This paper addresses the issue of
getting management buy-in to QFD by selling QFD as a solution, not just a new
technology. Strategies to Implement QFD in the Basque Country of Spain by Mikel Sorli and Alberto Gomez Telletxea of LABEIN (Spain). The implementation of QFD in Spain, and in particular in the Basque Country has been slow and without the expected successes. A new strategy based on the synergy between Quality Assurance System ISO 9000, is doing the QFD process backwards, starting with manufacturing and ending with the House of Quality or A-1 Matrix. At first look, this flow is completely opposite to the current view of QFD, but the reason is found in the early beginnings of QFD.
Customer and Product Profiling in the "Fuzzy Front End" by M. Larry Shillito of Kodak (USA). Company and customer focus are too often lacking in the front end of the commercialization process. This causes significant downstream course corrections which increase unit manufacturing cost, extended cycle time, and offset the balance between company and customer needs. This paper proposes the Customer Profile and Product Profile, two front-end, macro-level converging tools to focus product and projects, that can can be applied before application of QFD, to reduce mid-stream design engineering process changes.
How to Connect Technology Seeds to Customer Needs by Dr. Kozo Koura of Asahi University (Japan). "Seeds" is defined here as a material or technology that was developed based on the social and technological trend forecast (anticipated needs) or in the course of R&D. This research paper discusses "Seeds-derived QFD," a focus of a research committee at the Japanese Union of Scientists and Engineers since 1988.
Conflict Management in Design by Stephan Jacobs and Michael Gebhardt of Ericsson Eurolab Deutchland (Germany). Conflicts are not necessarily destructive. They motivate, stimulate, and initiate improvement. Effectively managed, conflicts are a necessary precondition for creativity. This paper presents a conflict management theory and a toolkit for conflict management support that are based on the QFD principles.
Product Differentiation Through QFD by Robert H ales of ProAction Development, Inc. (USA). QFD teams should use QFD to create product differentiation by avoiding certain failures. This paper discusses the benefits and how to use QFD in product development to create differentiation from competitors.
Why QFD Fails and What to Do About It by Gershon Blumstein, EDS. Many individuals would like to view QFD as just another management fad. This paper proves that this perspective is seriously flawed. As a methodology to support Concurrent Engineering, QFD is even more critical than it was originally introduced in North America. This paper explains the common mistakes that organizations make in implementing QFD and provides guidance to avoid those mistakes.
Healthcare 1996
Information Systems 1996 IT Support for QFD: An Innovative Software Concept Providing Project Management and Team Tools by T. Pfeifer, Albert Neumann, Robert Grob of Laboratory for Machine Tools and Production Engineering, University of Technology in Aachen, Germany. This paper describes a new and innovative IT approach to support QFD efforts. Deriving from observation of failed QFD projects in Europe, the paper proposes factors for a successful QFD implementation and shows the general software concept for for project management and team tools.
The Role of QFD in Quality Information Systems by Syohei Ishizu of Aoyama Gakuin University (Japan). Information systems and databases are important to product planning, design, manufacturing, etc. QFD can be used to help construct those systems.
QFD in a Brazilian Steel Company by Carlos Augusto de Oliveira of Belgo-Mineira Steel Company (Brazil). One of the largest Brazilian manufacturers of wire rods and drawn wires used QFD to reduce costs and increase market share in rods and bars for car suspension springs. Matrices of quality, cost, reliability deployment, FMEA, Taguchi Methods and regression analysis were combined. This effort resulted in 23% cost reduction, 90% customer complaints, and a steady increase in market share.
QFD at Kawasaki Heavy Industries by Susumu Yamamoto, Kawasaki Heavy Industry (Japan). Kawasaki, a major manufacturer of heavy machinery, ships, vessels, cars, motorbikes, and plant equipment in Japan, presents their their unique approach to QFD with special focus on product liability and safety through improvement of the upstream design quality. Exemplary QFD charts are included.
Beyond the First Chart: QFD for Process Improvement by Mike Graetz of 3M Tape Manufacturing Division. This presentation demonstrates some techniques especially useful for process industries and improving the existing product and process. Specifically, the QA/QC planning chart, process stage chart, and process control strategy charts are proposed, and their purpose and usage are explained.
How to Apply the Power of Computing to the QFD Process by Karla Kuzawinski, Xerox Corp. (USA). Implementing QFD requires collection, distillation, and organization of many sets of data. This paper presents recommendations on when to consider and how to use computers to support various part of the QFD process. Not all aspects of the process should be automated since group discussion and interaction is a very valuable part of developing a common level of understanding of customer requirements. The recommendations in this paper also include a look at existing off-the-shelf computer tools that can be applied to QFD and thoughts on other aspects of QFD team support.
Product Development System Using QFD and Other Methods at Kinpo Electronics by Jyh-Ren Yang and Chen Hsiu Li of the China Productivity Center (Taiwan). Kinpo Electronics, one of the world's leading manufacturer of calculators and facsimile machines, used QFD to construct a product development system of their own that would connect related activities through their 28 departments as well as shorten the product development cycle.
Medical Device 1996 Reposable Medical Device Development - Creatively Meeting Customers' Needs (Applied Conjoint Analysis & QFD) by George J. Marcel, Heidi Youngkin, and Bob Anthony of Guidant - Origin Medsystems, Inc. (USA). This case study provides the initial results on integrating marketing and quality tools in a medical device application - a reposable (partially reusable, partially disposable) instrument used in Minimum Invasive Surgery. It addresses how use of combined disciplines can provide an improve product that meets or exceed the customer requirement in quality, cost, and timing.
Reliability 1996
QFD and Product and Process
Reliability by Ian Ferguson of Ian Ferguson Associates (United
Kingdom). This paper shows how post-House of Quality data can be used for
reliability, test planning, and risk analysis with such tools as Fault Tree
Analysis; how it can be used with experimental
design, product and process design to ensure robustness to uncontrollable
events. The point is illustrated using examples from automotive, health care,
and software engineering industries. Service 1996 QFD Implementation in Hospital Housekeeping Services by Noriharu Kaneko of Service Quality Management Ltd. (Japan). One of the greatest threats to patient health is infectious disease. Hospitals must go to great lengths to see that disease does not spread from one patient to the next. Mr. Kaneko, one of the first to apply QFD to services, shows how his company is pursuing ISO9000 compliance to assure cleaning crews to the job right the first time.
Bagel Sales Double at Host Marriott with QFD by Glenn Mazur of Japan Business Consultants, Ltd. (USA). Three recent trends have lead to changes in the way travelers view airport food: 1) Healthier and lighter food; 2) more women travelers; and 3) fewer on-board meals being served. Host Marriott, which operates 70% of the U.S. airport food and beverage market, wanted to assure that its product offering were keeping up with customer demands. What they discovered was that their traditional approach to new product and service development was penny profit driven and not customer focused. QFD was employed to make quality and customer satisfaction more important. Within one month of completion, sales doubled.
Experiences from QFD Techniques in Service Development by Niklas Hallberg and Toomas Timpka, Linkoping University, Sweden. This research paper presents a study on the impact of QFD in services and development of a QFD model for service department. The use of QFD in service development was evaluated in three project experiences: Development of customized socio-medical services, development of computer support for teamwork at primary health care centers, and determination of support methods for participatory design projects. The result showed the House of Quality and QFD were useful in service development.
Software 1996
Measuring the Success of a QFD Project by a Pilot Project with the German Software House SAP by Dr. Georg Herzwurm of The University of Cologne (Germany). A QFD pilot project with the largest software house in Germany, the SAP AG, included the development of a method for measuring the success of QFD. This method is based on a structured questioning of all project members concerning their personal factors of success and attitudes before and after the QFD.
Making the Millennium Decision: Applying QFD to the year 2000 Century Change Issue by William J. Jagrowski, Andersen Consulting; Robert L. Pike, Consumers Power Company (USA). The century change date poses one of the greatest development challenges ever for software engineering. Literally, billions of lines of software code will have to be evaluated and extended pulling developers away from developing new software products. This lost production may never be regained. QFD has helped a major utility develop its strategy for next few years to cope. The case study offers an example of how QFD and the analytical hierarchy process (AHP) techniques can be used to facilitate a decision facing a company grappling with legacy system obsolescence, including the Year 2000 problem.
QFD Software 1996 How to Apply the Power of Computing to the QFD Process by Karla Kuzawinski, Xerox Corp. (USA). Implementing QFD requires collection, distillation, and organization of many sets of data. This paper presents recommendations on when to consider and how to use computers to support various part of the QFD process. Not all aspects of the process should be automated since group discussion and interaction is a very valuable part of developing a common level of understanding of customer requirements. The recommendations in this paper also include a look at existing off-the-shelf computer tools that can be applied to QFD and thoughts on other aspects of QFD team support.
A Computerized Database to Assist QFD by Larry A. Stauffer and Linda J. Morris, University of Idaho; Dileep V. Khadilkar of Project Advisors International. Ltd. Based on QFD, a computerized database was developed to assist design teams with the product definition process. The database provides a framework for eliciting and managing customer information, the associated engineering information, and the resulting product specifications. A the heart of the database is a taxonomy of consumer and manufacturing issues. A case study of an industrial application is presented along with experiments to validate its usefulness.
Strategy 1996 Building and Sustaining an Industry Leader with QFD: Deve Hydraulic Lifts Australia Pty. Ltd. by Robert Hunt of the Centre for Management Innovation and Technology, Macquarie University Graduate School of Management and Fernando Xavier, Managing Director, Deve Hydraulic Lifts Pty. Ltd. (Australia). After finding their TQM activities were running out of steam and lacked focus and fearing increased competition, Deve Hydraulic Lifts Australia (DHA) adopted a QFD-like approach to setting corporate strategy and aligning all the major improvements of the organization toward achievement of the vision. Gemba visits by the DHA's top management team and multiple matrices and function trees were used.
Applying the Power of QFD to Strategic Planning by Karl Hummel of The Change Factory (USA). In the past three years, the Change Factory applied QFD to a variety of planning tasks ranging from service design to strategic planning. This paper discusses the application of QFD to the creation of a strategic plan for the University of Vermont so that it can be initiated across all departments and functions.
Taguchi Method 1996 A Robust Quality Design Model that Integrated QFD and Taguchi Methods by Yann-Fang Chu of National Defense Management College (Taiwan). This paper proposes a two-phase robust quality design model and process that integrates enhanced QFD and parameter design. It uses QFD to be the transformation and communication interface of customer's requirement and system design. It also uses AHP to evaluate the character importance of the requirement and analyze the major quality character and related design parameters. It then uses the experiments of Taguchi Methods to get the optimal sets of robust quality design or to revise the value of requirement goal in accordance with the major quality character.
Telecommunication 1996
Motorola's Six Pack QFD Total Customer Satisfaction Team by Fred
Stickel, Sherry Bosserman, John Forsberg, and Fred Stickel of Motorola, American's Parts Division,
Land Mobile Products Sector (USA). A case study for a Motorola Total
Customer Satisfaction Team for the America's Parts Division, this project
focused on improving unacceptable customer satisfaction ratings in the areas
of product and pricing information for the company's aftermarket components.
Voice of customer analysis yielded seven critical misinterpretations of
customer needs. Today, customers are 60% more satisfied.
TRIZ 1996
TRIZ/Ideation Methodology for Customer Driven Innovation by B. Zlotin, A. Zusman, S. Malkin, L. Kaplan, G. Zainiev, S. Vishnepolskaya, V. Oleynikov, V. Prosyanic of Ideation International Inc. The purpose of this paper is to introduce and provide understanding of the TRIZ/Ideation Methodology to QFD theoreticians and practitioners and how this method can be applied to the QFD process. It contains an overview of the main tools, problem formulation process, system of operators, anticipatory failure determination, and directed product and process evolution.
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In this page 1996
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1995: The 7th Symposium on QFD (ISBN1-889477-07-9)
Aerospace 1995
Parametric Cost Deployment, E. B.
Dean, NASA Langley Research Center. Parametric cost analysis is a
mathematical approach to estimating cost. Parametric cost analysis uses
non-cost parameters such as quality characteristics, to estimate the cost to
bring forth, sustain, and retire a product. This paper reviews parametric cost
analysis and shows how it can be used within the cost deployment process. Architecture, Building, Construction 1995 Quality Function and Cost Deployment in Ceramics Industry: A Case Study, P. Sophatsathit, National Electronics and Computer Technology Center, T. Chuenchom, International Institute of Technology, Thammasat University, and N. Nisapakultorn, Quality Training (Thailand) Ltd. This study looks into current obstacles encountered by a selected ceramic tile manufacturer with the goals to 1) reduce design and development time for a new ceramic product, and to 2) optimize the product cost and quality to concur with the requirements. These coals were accomplished by means of a quality/cost chart derived from customer's requirements and target costs using Quality and Cost Deployment. The result show a 30% reduction in the design and development time, as well as the product cost by a significant factor.
QFD and ProVE: Applications in the Building Industry, James F. Meredith (AIA), Dennis O'Bierne (AIA), Giffels Associates, Inc. While there have been precedents in the architecture and engineering practice which would lead to QFD implementation, its deployment throughout the construction industry is generally non-existent. The authors believe, however, that QFD in the construction industry practice could yield many benefits such as higher owner and customer satisfaction, better coordination among a construction team members, and reduced disputes and litigation associated with the design and construction process. This paper presents a window into QFD-like practices in the local industry, indicates a process for further integration of QFD principles and practices, and shows a direction for further development.
Automotive 1995 QFD Status in the U.S. Automotive Industry, Harold Ross and Kioumars Paryani, GM Systems Engineering Center, NAO Engineering Center, General Motors Corporation. As Dr. Akao has stated in many of his lectures, mass production has caused a great separation between the workers and the customer, both in distance and in layers of management. In large organizations that cannot deal on an individual basis with the customer, QFD is being used to translate customers wants and needs into technical requirements. This paper attempts to provide a brief description of the current usage, integration, and understanding of the QFD process within the context of General Motor's product development process.
Fuelguard Lower Tie Plate Product and Process Re-Design Using QFD and Robust Design, D. Adams and G. Waymire, Siemens Power Corp., S. Macfarlane, Black Sheep Engineering Services, and P. Walsh, Ehrhardt Tool and Machine. A multi-functional team from Siemens and vendors redesigned a fuel assembly component, using QFD and Robust Design. The initial product design met an important customer requirement, while improvements in the manufacturing process were being considered. The team used quality deployment and Pugh Concept Selection to generate a new concept and Robust Design to optimize the product. Process deployment using QFD further enhanced the manufacturing capability. The new design reduced manufacturing costs and time by approximately 40% and improved the quality and strength of the component.
Computer and Software 1995 Quality Function Deployment - Integrating Product Development into the Systems Development Process, Mark P. McDonald, Andersen Consulting. This paper examines the need for incorporating product development activities related to customer satisfaction into the software development process. QFD is an established technique for understanding and satisfying customers that is readily applicable to software development. This paper provides an overview of QFD, its role in the systems development process and an example for study. The case study offers an example of how this advanced quality technique applies to software development.
Business Process Reengineering with Quality Function Deployment-Process Innovation for Software Development, R.E. Zultner, CQE, Zultner and Company. Many software organizations are considering Business Process Reengineering (BPR) to dramatically improve their core business process - software development. There are great risks associated with such reengineering efforts, and QFD can help by supplying a value-driven comprehensive framework, with powerful tools and techniques. An approach for applying BPR with QFD to the software development process is described, and two case studies reviewed.
Integrating QFD with Object-Oriented Software Design Methodologies, Walter M. Lamia, Software Engineering Institute, Carnegie Mellon University. Object-oriented methodologies have emerged as a popular paradigm for software design and analysis, both in research and practice. Several variants of Object-oriented methods are in use, but they all share significant similarities in their approaches to modeling the application domain. QFD is also a design analysis and domain modeling technique with many parallels to Object-oriented methods. This paper gives an overview of Object Oriented design concepts, and shows how familiar QFD techniques are an effective aid for the Object-oriented analyst. QFD is a much easier way to approach to the initial information collection and provides easy to understand structuring tools that do not require extensive training in Object-oriented concepts and methods.
Defining the Unknown Customer Wants and Needs- Applying the Reflector Method into QFD, Noriyuki Neil Takeuchi Integrated Quality Dynamics, Inc. In software development, quality requirements frequently change depending on the wants and needs of the customer. Once a durable system has been decided upon, the specifications will ultimately transform. The Reflector is a new method for QFD that defines the demanded quality items perfectly with the voice of the customer analysis. It develops he necessary information, such as demanded quality and function based on the customer voice, which is defined by the mirror that can cast future customers' wants and needs. This paper introduced how to use the Reflector in the QFD software field.
Quality Function Deployment (QFD): An Effective Technique For Requirements Acquisition, Tuyet-Lan Tran and Joseph S. Sherif, Jet Propulsion Laboratory, Software Assurance, California Institute of Technology. A general accepted understanding of how to capture requirements, allocate or flow-down top level requirements, verify and validate lower level requirements is not rigorously sought in practice. Often the customers are blamed for not properly articulating their requirements or understanding their own needs. However, the problem is deeper than that, and it involves not only the customers but also the system analysts or engineers, and designers as well. This paper puts forward QFD as an effective tool for the acquisition of customer requirements.
Education 1995
QFD in the Development of Engineering Studies, Per Nilsson, Bengt Lofgren, and Gunnar Erixon, Centre of Industrial Engineering and Management, CITU, University College of Falun Borlange, Sweden. Shorter development time, the need to satisfy customer needs and demands, and increasing competition. These are common requirements of today's products and product development processes. The same kind of requirements might also be put on the engineering students passing through an educational system. This analogy has been used in the planning of engineering studies at this Swedish university programs. This paper reports the use of QFD in developing an education a system that provides high quality engineers well adapted to a productive life and capable of life-long learning.
Electronics 1995 QFD for Prediction of Phased-in Customer Benefits, Carol Boehm, Motorola, Inc. and Ted Squires, Effective Product Foundations, Inc. The Quartz Products Division of Motorola utilized QFD for developing a long-range improvement and implementation plan for the Division's computer integrated manufacturing system. The end deliverable in this project was a long-range road map for the implementation of the system over multiple phases where essentially system modules would be developed at each phase. The QFD team developed a technique, whereby the impact on the customer for each phase could be projected directly from the information gathered from the QFD. This technique was instrumental in getting customer buy-in to the system concept, by quantitatively showing the customer benefits on a phase-by-phase basis.
Energy & Utilities 1995 QFD and Deming Prize Activities at FPL, Bob Bodziony, Florida Power & Light. This paper reports the FPL's commitment to quality that began in 1981, its quality improvement program, TQM initiatives, and Deming Prize activities and the role of QFD in the Deming effort, as well as the challenges and benefit, the resulting cultural changes, and post Deming QFD activities.
Food 1995 The Introduction of Quality Function Deployment At A Large Food Company, J. Rodriquez, The Q2000 Group, Inc. As a part of the TQM process at this $5 billion food manufacturer, the management decided to try QFD. A unique piloting process was used which entailed volunteer teams and the simultaneous development of tailored QFD training. Some new market research approaches were used. Successful new products and packages were developed using these methods.
General Industry 1995 Quality Programs and Quality Profits: Using QFD to Evaluate the Profit Impact of Customer Satisfaction, B. Klein, Applied Marketing Science, Inc. Program managers and product developers need to assess the profit impact of programs and actions aimed at customer satisfaction in order to determine the best way to spend scarce corporate resources and to avoid expensive marketing. EPICS (Evaluating the Profit Impact of Customer Satisfaction) is an interactive, PC-based model that uses QFD as the paradigm for linking programs to customer satisfaction, customer behavior and profitability.
Evaluating QFD Relationships Through
The Use Of Regression Analysis, B. Yoder and D. Mason, EDS-Management
Consulting Services. The "relationship strength" approach is inadequate
in providing a clear indication for the input and output relationships as well
as what level of output performance is optimal in targets setting. Regression
analysis provides a more useful and defensible picture when sufficient data is
available. This paper describes the details and advantages of the regression
analysis, a methodology for incorporating regression analysis into a common
QFD methodology, and examples of the output and lessons learned from a QFD
study using this process. Determination of Design Parameters Using QFD, Anwar-ul Islam and Ming C. Liu, Wichita State University. This research paper proposes a methodology that combines various customer inputs through Analytic Hierarchy Process (AHP) and multi-attribute utility function to provide a sound theoretical basis for determining product design parameters. A linear programming model is developed to maximize customer satisfaction and to optimize design parameters that satisfy customer attributes.
Are They My QFD Rules or Are They New QFD Rules? -or- How to change a Technology, D. Lyman, International TechneGroup, Inc. Changing a technology is the key to successful application of any technology, including QFD. This paper discusses how we can adapt QFD and adapt to QFD for successful outcome, how to know when you have improved or changed it, and how to know when you have created something new.
An Investigation into Quality Function Deployment (QFD) Usage in the U.S., John J. Cristiano, Jeffrey K. Liker, and Chelsea C. White, III, Department of Industrial and Operational Engineering, University of Michigan. This research paper provides a general overview of the results of the U.S. portion of a QFD survey being conducted in the U.S. and Japan. The objective of this paper is to describe the traits, attributes and general approaches to the usage of QFD in the U.S. Based on the preliminary results, it reports some basic differences in the application of QFD in the U.S. and in Japan and seemingly conflicting results between the reported benefits of using QFD in the two countries. Hypothesis of perceived cross-cultural differences in QFD implementation between the U.S. and Japan will be tested. In addition, a prescriptive model for organizing and supporting successful QFD projects will be explored.
VOC with a Future Dimension, Larry Shillito, Kodak. To remain competitive, it is necessary to periodically reevaluate customer needs along with changes over time. To do this, Delphi inquiry, Molecular Explosion Model, impact analysis, and monitoring are integrated into an effective model to explore the future customer voice. This paper reports the tools and how they can assist in locating sensitive areas and explore the effects of interactions, impacts, and trends on the business as well as on products and services.
Electronic QFD In A Geographically Distributed Development Network, M. Mehta, Ph.D., Environmental Research Electronic. This paper discusses a unique application of QFD to the electronic planning, execution, monitoring and stat, using of multiple technical tasks in the Composites Automation Consortium. Current and future customer requirements for advanced aerospace composite structures were defined at the top level, and used to drive the machine conceptualization through preliminary design. In addition to adapting the QFD methodology across a consortium, considerable effort was expended in implementing TQM tools over the CAC's concurrent engineering electronic collaboration infrastructure and to link various technical tasks and deliverables by QFD. This paper describes how the process of team building, interaction among remotely-located CAMI contractors, and program coordination was achieved in one of the nation's first paperless industry groups.
Quality Function Deployment and Quality Policy Deployment In The South West Pacific Rim, R. Hunt, Macquarie University Graduate School of Management. This research paper presents the framework and preliminary insights of research into some 80 QFD projects that responded to questions "how successful has QD been in Australia?," "in what areas has it been successful and unsuccessful and why?," and "what are the lessons to be learned for the future?"
Incentive Pay For Customer Satisfaction, Bob Klein, Applied Marketing, Inc. An emerging trend in many industries is to base a portion of an employee's incentive compensation on the satisfaction of the customers served. While theoretical results show this practice can maximize a firm's profit, the process of surveying customers to determine satisfaction and compensation has too many problems to be useful. But if internal metrics can be linked to customer needs and satisfaction these matrices can form the basis for a compensation program that achieves all the goals of a satisfaction-based system.
Healthcare 1995
Reconciling Different Customer Needs, I. Ferguson, Ferguson Associates, UK. For a product to compete and to contribute to company market share, requires various differing features of the product to be highly evaluated by different levels of customer. These differing features can often require what would appear to be conflicting values for the product to have high evaluation. This paper shows the identification of the internal/external supplier - customer - supplier - customer hierarchy as illustrated in the healthcare industry. An effective two stage mechanism is described that evaluates the design features at each level of deployment, by linking the relative level needs, enabling a rational choice of values to be made at each level that will result in high satisfaction at teach level of customer.
Hoshin Planning 1995
Human Resources 1995 QFD for Quality of Work Life, B. Harries and Matthew Baerveldt , TELUS. This paper outlines the theory and its application 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.
Using an Objective Sales Point measure To Incorporate Elements of the Kano Model Into QFD, W.G. Robertshaw, Arbor, Inc. This paper describes ASCENTsm Model methodology developed by this firm that redefines the sales points and uses the sales point information to clarify type of Kano element.
Manufacturing 1995
QS-9000 1995
Service 1995 Elicit Service Customer Needs - Using Software Engineering Tools, Glenn H. Mazur, Japan Business Consultants, Ltd. Recently, QFD has been augmented with new methods to enhance its front end power. Many recent extensions to QFD focus on better prioritization of customer requirements, but not as much attention has been paid to more systematic ways to define those requirements in the first place. This can be especially problematic for service organizations whose product is highly transitory and people-dependent. Since service consists primarily of processes, the author has been exploring other process intensive fields such as software engineering for more systematic techniques. This paper looks at use of the Sate-Transition Diagram, Data Flow Diagram, Event Table, and Event Tree to better define service customer needs. It should be noted, however, the goal is not to depersonalize or mechanize service providers, but to use the process analysis power of these tools to enhance understanding of customers interact with provides and how they make buying decisions. The paper presents examples.
Quality Function Deployment as a Tool for Creating Service Innovations, Alexander Held, Catholic University of Elchstaff. A dissertation paper on the development of a comprehensive framework for creating new services by means of QFD, as well as the guidelines on how to structure and create an entire process of innovating services.
Effecting Customer Satisfaction through the Use of RHI©, Triple Triangle© and X Factoring©, Robin Yap, SolutionsGroup. This paper introduces new methods to understand customer happiness, customer support engineers job satisfaction, and how to model business delivery processes with inputs, outputs, and feedback.
Strategy 1995 Monopolize Your Business Strategy With QFD, Dr. A.R. Atkins and L.M. Crisafi. Utilizing a multi-tiered approach, McDonnel Douglas Technologies, Inc. has developed a novel use of a classical TQM tool to link the VOC to all levels of the company. Starting with the strategic 'whats,' the next level of management teams develop the 'hows' which become the 'wants' for the second tier set of QFD Houses. Continuing this process through several additional tiers has resulted in a collection of Houses that are strength in integrated strategic planning.
Team Building 1995 Teaming Using Customer Integrated Decision Making CIDM/QFD In International Projects, M. Holtzlieter and S. Nelson, Senco Fastening Systems and B. Barnard, Barnard-Norman Associates. This paper is about the importance and value of teams having direct involvement with the customer, a process that will support these efforts, the results of two projects that required cross-functional and cross-cultural teams, and how they used a "customer integrated" approach to support the objectives during the project.
Telecommunication 1995 Voice of the Customer: Linking Your System of Measures to Customer Needs, Lorraine Pennington and Gayle Sweeney, AT&T. This paper shares AT&T FTS200 experiences in implementing the Voice of the Customer process and their application of QFD in defining customer needs and satisfaction for FTS2000 service quality. It also provides an insight on what they learned, pitfalls to avoid, and on techniques that were successful.
QFD and Training in a Reengineering Environment, John Cominsky, Pacific Bell, Inc. and R. Norman Barnard-Norman Associates. The success of the initial QFD training and project sparked interest for wider application of QFD at Pacific Bell. When reengineering was introduced, however, the resulting initiatives created training challenges as traditional job descriptions were reinvented and new ones emerged. This paper details the use of QFD as a planning tool to facilitate competency evaluation and overall training management in an evolving environment.
You Want What? You Want It When? - A Dual House of Quality Approach to Service Deployment, Patrick Brown, AT&T Bell Laboratories, QUEST Partnership. Recently, telecommunications service improvement teams have found a dual-HOQ approach valuable in defining both the attributes of a given service and its delivery process characteristics; the result: better coherence between definition and delivery parameters and reduced interval for total service deployment. This paper describes how one business unit is applying the dual-HOQ approach to services.
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In this page 1995
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1994:
The 6th Symposium on QFD (ISBN1-889477-06-0)
Aerospace, Aviation, and
Defense 1994
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.
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 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.
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.
Computer & Electronics
1994
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
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.
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, Robert H ales, International TechneGroup 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.
Healthcare 1994 |