QFD质量认证管理培训资料

1、Quality Function Deployment2DMEDIRoadmapProjectScheduleGANNTT ChartProjectScopeMGPIN-OUT Scope ToolMGPMGPMGPUnderstand theVoiceofTheCustomerQualityFunctionDeploymentScorecardsProcessMappingTargetCostingGenerateHigh LevelConcept IdeasConceptSelectionElementsofHigh LevelDesignDevelopDetailedDesignFMEA

2、TargetCostDesignforLeanOptimizeDesignPerformancePlan &Execute PilotProjectCloseOutProcessControlTransition toManufacturingSetTarget PriceDevelop TargetCostDesignCCRs TargetCCRs CapabilityCommunicationPlan7RoomsofQFD1Develop TargetCostDesignCCRCCRs Capability DetermineCustomersResearchCustomersTRIZto

3、olPugh MatrixAHPConcept toQFDHOUSE3DesignofExperimentsRemovingCostCCR to FunctionsPugh MatrixAHPConcept to DesignQFD House 2Capability AnalysisStatistical ToleranceQFD House 2Capability AnalysisStatistical ToleranceRisk AbatementDesign FMEAMSA / GRRErgo / Mach GuardUpdateScorecardUpdateFMEAValueAddA

4、nalysisModularityDFMAProject Close MeetingBenefitsReviewQFD4DocumentControl PlanTrainingPlanImplementWorkPlan)UpdateScorecardValueAddAnalysisModularityDFMAReviewMfg IssuesScheduleSustain GainTollgate6 monthsQFD4-Process ControlDocumentControl PlanDEValidateProject Project ThermometerDEFINEMEASUREDEV

5、ELOPEXPLOREIMPLEMENTMDIStakeholders& TeamProjectIdentify Project TeamRACI ChartProject Mission SMART CriteriaStatement High Level AnalysisDevelop MatrixDevelop MatrixDevelop MatrixDevelop MatrixRiskPatent ReviewSubmitAFEDevelop Pilot PlansDevelop ImplementationDevelop ProductValidationPlanUpdateFMEA

6、LearningObjectivesUnderstand howtodetermineCriticalCustomerRequirementsPerformancetargets based on customer inputsCompetitivebenchmarkingUnderstand howtocheckwhether theimportantissues forthecustomerare being addressedinthedesign of theproduct or processProcess OverviewDetermineVoiceofthe CustomerUs

7、eQFD to organize designrequirements&Verifydesign willmeetCustomers NeedsConceptDevelopmentDesignVoice of CustomerQuality FunctionDeploymentDesignVOC Input(CustomerNeeds)Critical Customer RequirementsPerformance TargetsIdentifyCustomersPerformCustomerResearchAnalyzeVoice of theCustomer12345Technical

8、ComparisonQFDand theHouseofQualityHighlystructuredprocess andmatrix-basedapproachusingcustomerand competitorinputs toEffectivelydesignaneworimprovedproduct,serviceorprocess.Ensures thatthe customerswantsand needs arethebasisfor thedesign.HouseofQualitymatrix is themost recognizedformofQFD.Utilizedby

9、a multidisciplinary teamtotranslate VOCinformationinto performance targets.RelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong Neg12345Technical ComparisonHouseofQualityCustomer Needs (VOC)Critical Customer Requirem

10、ents (CCRs)InterrelationshipMatrixPerformance TargetsTechnical ComparisonCustomerRating ofCompetitorsCorrelation MatrixRelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong Neg12345Technical ComparisonBenefitsofQFDCus

11、tomerfocused design emphasizes“outside-in” qualityHelpslink internal requirementsandmeasurestoexternalcustomerneeds/valueMore efficient,effective planning,reducingthecostandtimeofdevelopmentImprovescross-functional coordinationEstablishesframeworkfor measurement andprocess managementForcescompetitiv

12、ebenchmarkingCustomerConceptPlanDesignRedesignImplementPlanDesignRedesignImplementBenefitsQFDIsaProductivityEnhancerLess Time, LessCostofDevelopmentQFDSteps1785Customer Needs (VOC)Critical Customer Requirements (CCRs)InterrelationshipMatrixPerformance TargetsAnalyze & Diagnose HOQTechnical Compariso

13、nCustomerRating ofCompetitors4Correlation Matrix23RelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong Neg612345Technical ComparisonQFDinDetail1.CustomerNeeds(VOC)Objective: Identifying andorganizing customer dataWhe

14、redoes customer datacomefrom?VOC inputFill-in customer “needs”(theWHATs)Prioritize or weighteach need:Scaleof1 to 5, with5beingthemostimportantWherewouldyouget theweights?RelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativ

15、eStrong Neg112345Technical ComparisonExample:High-EndChildrens BicycleDesignRelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong NegAesthetics 5Performance 4Customer value for price 5Safety 5Growing room 3Quick and e

16、asy assembly 3Quick delivery 2Attractive to both genders 5My BankBank 1Bank 2Bank 3Structure Tree of VOC Inputs 12345Technical Comparison2.CriticalCustomerRequirements(CCRs)Howwillcustomerrequirementsbeachieved?(theHOWs)?Translatecustomerswantsintomeasurable-solution independent deliverablesTheseCCR

17、swill Identify waystodeliveroncustomerneedsRelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong Neg12345Technical Comparison2Principles of EstablishingGood Critical Customer RequirementsEstablishingCriticalCustomerRe

18、quirements setsthe foundationuponwhichtobuildtheproductorservice customersactuallywant.IftheCriticalCustomerRequirements do notcorrectlyrespondtotheCustomerNeeds, theCompany willdelivera loser to themarket.CustomerNeedsmaybeaddressed withseveralCCRsandthese, in turn, maywork formany needs.Donttrytom

19、aintainaone-to-one Customer NeedtoCriticalCustomerRequirementratio.Principles of EstablishingGood Critical Customer RequirementsCCRsBrainstorming after reviewingVOCand benchmarkinginformationisaneffectiveway to identify CCRs (characteristicsand measures.)A question to answeris:How would we measureor

20、evaluatethatwesatisfiedthisneed?CriticalCustomerRequirementsshould be:Measurable (quantifiable)Solution-independentDirectlycorrelated to customer needsEasy to understandThetranslationfromWHATstoHOWs is complicated by interactions.OneHOW canaddress severalWHATs.TheHOWscanalsoadverselyaffect oneanothe

21、r.2.CriticalCustomerRequirementsHigh-EndChildrens BicycleExample334NumberofbicycleextrasNumberofcoloroptionsNumberofaesthetic featuresStoppingeffectivenessShockabsorptionEase of AssemblyEasy to followinstructionsEase of handelbar/seat adjustmentPerformance Attractive to both gendersQuick deliveryRel

22、ationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong NegAestheticsCustomer value for priceSafetyGrowing roomQuick and easy assembly5555312345Technical Comparison3.InterrelationshipMatrixEvaluaterelationships betweenCust

23、omerNeeds(WHATs)andCriticalCustomerRequirements (HOWs).(9,3,1 or Blank)Goal:ToDeterminerelativeimportanceofeach designrequirement.RelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1- 5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong Neg12345Technical Comparison33.I

24、nterrelationshipMatrixEvaluateRelationships BicycleExampleEvaluateeach CustomerNeed andDesignRequirement.Howstrong is thelink?Assignvaluesforstrengthofrelationships:STRONG=9MEDIUM=3WEAK =1Blank= NonePerformance 234Quick deliveryRelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorCompar

25、ison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong NegAestheticsCustomer value for priceSafetyGrowing roomQuick and easy assembly55553Number of bicycle extrasNumber of color optionsNumber of aesthetic featuresStopping effectivenessShock absorptionEase of AssemblyEasy to follow instruct

26、ionsEase of handelbar/seat adjustment3333999Attractive to both genders333999111999333993312345Technical Comparison3.InterrelationshipMatrixDetermineRelativeImportanceofEach CCRPerformance 234Quick deliveryRelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” I

27、mportanceStrong PosPositiveNegativeStrong NegAestheticsCustomer value for priceSafetyGrowing roomQuick and easy assembly55553Number of bicycle extrasNumber of color optionsNumber of aesthetic featuresStopping effectivenessShock absorptionEase of AssemblyEasy to follow instructionsEase of handelbar/s

28、eat adjustment3333999Attractive to both genders3339991119993339933ForeachCriticalCustomerRequirementcolumn, multiply theCustomerNeed “importance value”bythecorrelationweight to produceaweightedvalueforeach“relationship.”Sumthesevalues verticallytoproducea “relativeimportance”ofeach CCR.Understanding

29、 “relativeimportance”isusefulfor prioritizingefforts andmakingtrade-off decisions.3.InterrelationshipMatrixAnalyze ItQuick deliveryRelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-6)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong NegAestheticsCustomer value for

30、priceSafetyGrowing roomQuick and easy assembly55553Performance 234Number of bicycle extrasNumber of color optionsNumber of aesthetic featuresStopping effectivenessShock absorptionEase of AssemblyEasy to follow instructionsEase of handelbar/seat adjustment3333999Attractive to both genders311999111999

31、33399338795955747668661Have allCustomerNeedsbeen addressed?ArethereCriticalCustomerRequirements statedthat dont relatetoCustomerNeeds?Conduct arealitycheckattheend to makesurerelativeranking of CCRmakeslogical senseWhichCCRs appeartobemost important?Least?12345Technical Comparison4.CustomerRatingofC

32、ompetitorsWhoisthe competition?Howdoesthecustomerperceivethe competitionsabilitytomeet eachofthe requirements?RelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong Neg12345Technical Comparison44.CustomerRatingofCompet

33、itors(Cont.)Whoisthe competition?Selectatleasttwo competitors (best of thecompetition)performancefor eachCustomerNeed.CompetitorComparison12345Competitor ACompetitor BOur CompanyRelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositive

34、NegativeStrong Neg12345Technical Comparison44.CustomerRatingofCompetitors(Cont.)Howdoesthecustomerperceivethe competitionsabilitytomeet eachofthe requirements?Assesscustomers perceptionofeachcompetitorsperformancefor eachCustomerNeed(Scaleof1to5,with 5beingthe highest).Assessour ownofferingforeachCu

35、stomerNeed currentstate.CustomerRatingofCompetitorsprovidea basis forestablishingPerformanceTargetsforthe Critical Customer Requirements.Identify“targets”oropportunitiesforimprovementtogaincompetitiveadvantage.4.CustomerRatingofCompetitorsHigh-EndChildrens BicycleExampleNumber of bicycle extrasNumbe

36、r of color optionsNumber of aesthetic featuresStopping effectivenessShock absorptionEase of AssemblyEasy to follow instructionsEase of handelbar/seat adjustment3333999234Performance Quick deliveryAestheticsCustomer value for priceSafetyGrowing roomQuick and easy assembly55553Attractive to both gende

37、rs31199911199933399338795955747668661RelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong NegCompetitor ACompetitor BOur Company12345Technical Comparison5.CorrelationMatrixCompare Critical Customer Requirements(the H

38、OWs) to determineifthey areinconflictorassistingeachother.RelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong Neg12345Technical Comparison55.CorrelationMatrix(Cont.)Usefoursymbols to representrelationships:StrongPos

39、itivePositiveNegativeStrongNegativePositivecorrelationsoccurwhena Critical Customer Requirement assistsorenablesanother.NegativecorrelationsoccurwhenoneCriticalCustomerRequirementadversely affectsanother.Strong PosPositiveNegativeStrong Neg5.CorrelationMatrix(Cont.)Negativecorrelationsmustberesolved

40、 unresolvednegativecorrelations often leadtounfulfilledrequirements.Firstobjective: seektomaketheconflictgoaway resolvethe conflict.Resolvingconflicts usuallyrequiresinnovativesolutions, which canlead to asignificantcompetitiveadvantage.Fall backapproach: maketrade-offs.Some negative correlationsmay

41、bearesultofconflictingfunctionalrequirementsEarlyresolution is essentialtoavoidscheduleimpacts,cost,anddownstreamre-work.Measureswith astrong positive correlation shouldbecomepartoftheoveralldesignstrategy.5.CorrelationMatrixHigh-EndChildrens BicycleExampleNumberofbicycleextrasNumberofcoloroptionsNu

42、mberofaesthetic featuresStoppingeffectivenessShockabsorptionEase of AssemblyEasy to followinstructionsEase of handelbar/seat adjustment3333999234PerformanceQuickdeliveryAestheticsCustomervalueforpriceSafetyGrowing roomQuickandeasyassembly55553Attractive to bothgenders31199911199933399338795955747668

43、661RelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong NegCompetitor ACompetitor BOur Company12345Technical Comparison6.TechnicalComparisonIdentifyhowwellyour companyand yourcompetitorsfulfilleach of thetechnicalreq

44、uirements6RelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong Neg12345Technical Comparison6.TechnicalComparison(Cont.)TechnicalComparisonsidentifyhow wellyourcompany andyour competitors fulfilleachofthetechnical req

45、uirements.Utilize internal expertisefrom sourcessuchasengineers, technicians,andfieldpersonnel to developthe comparisons.Considerevaluation techniquessuchasbenchtesting,laboratory analysis,product teardowns,fieldobservations,andreviewsofdata fromoutsidetesting labsoragencies.Convert thetest datainto

46、valuesthatareappropriatefor aone to fiverating scale,with fiverepresenting thebest.Youmay notbeable to evaluate every technicalrequirement.Plot eachcompanys performance so thatcomparisonscan be seeneasily.6.TechnicalComparisonHigh-EndChildrens BicycleExampleStrongPosPositiveNegativeStrongNegNumber o

47、f bicycle extrasNumber of color optionsNumber of aesthetic featuresStopping effectivenessShock absorptionEase of AssemblyEasy to follow instructionsEase of handelbar/seat adjustment3333999234Performance Quick deliveryAestheticsCustomer value for priceSafetyGrowing roomQuick and easy assembly55553Att

48、ractive to both genders31199911199933399338795955747668661RelationshipStrong = 9Medium = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceCompetitor ACompetitor BOur CompanyMin of 3 8out of 106th grade level 30 secs, no tools12345Technical ComparisonRelationshipStrong = 9Medi

49、um = 3Weak = 1IMPORTANCE (1-5)CompetitorComparison12345TARGETS“HOW” ImportanceStrong PosPositiveNegativeStrong Neg7.PerformanceTargetsDeterminethe necessaryperformancetargets (specs)for eachCriticalCustomerRequirement.77.PerformanceTargets (Cont.)PerformanceTargets representthelevelofperformancethat

50、theteambelievesisneededtoensure customer satisfaction.EstablishPerformanceTargetsbasedon:CustomerNeedsRefertoKano Model to consider typeofneedbeingaddressedCriticalCustomerRequirementsRelativeImportance RatingsCustomerRatings of Competitors andTargetsCorrelationofCriticalCustomerRequirementsOwncapab

51、ilityTheteamdoes notyetdetermine howthey aregoingtoachieve thePerformanceTargets.7.PerformanceTargets (Cont.)EvaluatePerformanceTargets by asking:Will thissatisfythecustomer?Howmuchisgood enough?Will it makethe companymorecompetitive?Howdoesthecompetitionmeetthesetargets?Aretheyreasonable withrespec

52、ttotheimportanceratings?Specify allowablevariation:Wheredoes theloss of function occur?Atwhat point willthe customer nottolerateperformance?Will theyallowdesign tradeoffs?7.PerformanceTargetsHigh-EndChildrens BicycleExampleStrongPosPositiveNegativeStrongNegNumber of bicycle extrasNumber of color optionsNumber of aesthetic featuresStopping effectivenessShock absorptionEase of AssemblyEasy to follow instructionsEase of handelbar/seat adjustment3333999234Performance Quick deliveryAestheticsCustomer value for priceSafetyGrowing roomQuick and easy assembly55553At