ENGM 620: Quality Management

ENGM 620: Quality Management

Session Four – Sept. 18, 2012

• Organizing for Quality, Part I– Voice of the Customer– Voice of the Market – Process and Procedures

Quality Function Deployment

• Link customer demands to product and process characteristics (technical)

• Meet customer demands through both the product design process and the design of the production systems which produce the product

• For service industries: Meet customer demands through the choice of service to offer and design process of the procedure to complete the service

Quality Function Deployment

• Voice of the Customer– Not management, engineering, or marketing

• Uses matrix diagrams to define voice of the customer and relative importance of different characteristics

Matrix Diagrams

Actions

GoalsImprove Improve DevelopWork Env. Technology New Products

Cost Effectiveness

High Quality

ShareholderValue

Strong Relationship

Medium Relationship

Weak Relationship

Why QFD?

• Do it right the first time!

• Improve communication with internal and external customers

• Competitive analysis of product quality

• “What if” analysis, which reduces time to launch for new products

Four Principle Planning Documents

• Customer requirement planning matrix

• Product characteristic deployment matrix

• Process plan and quality control charts

• Operating instructions

House of Quality

• Customer requirement planning matrix

• Basis of QFD

• Relates customer attributes to the counterpart characteristics to ensure that any engineering decision has a basis in meeting a customer need.

House of Quality

Building the House of Quality

1. Identify customer attributes (needs)2. Identify counterpart characteristics (technical

requirements)3. Relate the customer requirements to the technical

requirements4. Conduct an evaluation of competing products or

services5. Evaluate technical requirements and develop

targets6. Determine which technical requirements to deploy

in the remainder of the production/delivery process

Identify customer requirements

Identify technical requirements

Relate the customer requirements to the technical requirements

Conduct an evaluation of competing products or services

Evaluate technical requirements and develop targets

• Must be measurable• Inconsistencies between customer and technical

evaluations– Poor measures– “Image” difference

• Set targets using:– Customer importance ratings– Existing product strengths and weaknesses

The Other Three Houses

Little Q and Big Q

Deming Funnel Experiment

• Drop a marble through a funnel, trying to hit a target

• Z = location of marble from target (error)

• Target = (0,0)

Rule 1: Leave the funnel alone, fixed, aimed at the target, no adjustment

Rule 2: Move the funnel in the opposite direction from its last position (-Z), memory 1

Rule 3: Set the funnel –Z from target (0,0), no memory

Rule 4: Set the funnel right over the spot Z where the last marble fell, no memory

What are the process issues here?

• Variance

• Stability

• Operator training and incentives

Poka Yoke

• “Mistake proofing”• Uses prediction and detection to prevent an error from

occurring • Devices should be:

– Simple– Focused– Inexpensive– Applied at the Source– User-Friendly

Fix the SYSTEM!

Everyday Poka Yoke Examples

Pictures from mistakeproofing.com

Everyday Poka Yoke Examples

Pictures from mistakeproofing.com

Everyday Poka Yoke Examples

Pictures from mistakeproofing.com

Everyday Poka Yoke Examples

Pictures from mistakeproofing.com

Following Class

• Homework– Ch. 5 Disc. Questions: 1, 2, 6, 7, 10– Ch. 6 Disc. Questions: 1, 8, 9

• Topic– Organizing for Quality, Part II

• Preparation– Chapters 8 and 9

• Video note