F o r e a c h c ri ti c a l c u s to m e r s e g m e n t · PDF fileBlitz QFD® example tables 1998-2002: G. Mazur & R. Zultner [12] extend Blitz QFD® ideas across whole QFD...
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1956 - Waterfall Concept
References[1] Lincoln Laboratory MIT On-Line Resource, ‘The SAGE Air Defence System’,https://www.ll.mit.edu/about/History/SAGEairdefensesystem.html[2] Mooz, H & Forsberg, K, 2001, ‘A Visual Explanation of Development Methods and Strategies including the Waterfall, Spiral, Vee, Vee+, and Vee++ Models’. H. Proceedings of INCOSE, Melbourne[3]Checkland, P & Poulter, J, 2006, ‘Learning for Action’, John Wiley & Sons[4] Martin, J, 1991, ‘Rapid Application Development.’ Macmillan. ISBN 0-02-376775-8.[5] Akao, Y, 1990, ‘Quality Function Deployment: Integrating Customer Requirements into Product Design.’ (G. H. Mazur, Translator) Portland: Productivity Press.[6] Akao, Y., 1991, ‘Hoshin Kanri: Policy Deployment for Successful TQM’ (Y. Akao, Ed., & G. H. Mazur, Trans.) Portland, OR, USA: Productivity Press.[7] Sullivan, Lawrence P, 1986, Quality Function Deployment, Quality Progress 19 (6 June): 39 – 50 [8] Object Management Group, 2005, ‘UML® Version 2.0’, http://www.omg.org/spec/UML/2.0/Infrastructure/PDF[9] Object Management Group®, 2015, ‘SysML Version 1.4’, http://www.omg.org/spec/SysML/1.4/PDF[10] Zultner, Richard E, 1997, ‘Project QFD Managing Software Development Projects’, Transactions of the 9th Symposium on QFD. QFD Institute. ISBN1-889477-09-5 [11] Saaty, Thomas L., 1990, ‘Multi-criteria Decision Making: The Analytic Hierarchy Process’, RWS Publications, 4922 Ellsworth Avenue, Pittsburgh, PA.[12] QFD Institute, 2016, ‘QFD Black Belt® Certificate Course’, [13] Stansfield, K, Cole, J & & Mazur, G.H., 2010, ‘Complex IT System Design Using Traditional QFD and Blitz QFD®, 22nd QFD Symposium, Oregon.[14] Stansfield, K, 2014, ‘Transforming Value Delivery in Sys. Engineering Using Modern QFD’, INCOSE UK Tutorial [15] ISO 16355-1:2015. (2015), ‘Applications of statistical and related methods to new technology and product development process - Part 1: General principles and perspectives of Quality.’
Acknowledgements & Contact DetailsThe Authors would like to acknowledge the assistance of John Fraser of AWE in the development of this poster.
Kim Stansfield e-mail: k.stansfield@warwick.ac.uk Glenn Mazur e-mail: glenn@Mazur.net
INCOSE UK Annual Systems Engineering Conference 2016- Academic Research Showcase Copyright © 2016 by Kim Stansfield, Glenn Mazur published and used by INCOSE UK Ltd and INCOSE with permission.
• SDLCs & Systems Engineering emerged in 1950s to improve development of complex system solutions to meet critical customer/stakeholder requirements
• Soft Systems Method developed to systematically clarify complex management problems• Agile development: evolution of small sets requirements improved speed & quality of S/W
1. Systems, Software Dev. Lifecycles (SDLC)– Improving Development of Complex Solutions
2. Integrating High Quality Design & Policy With TQM***
Integrating Business Policy/ Strategy (VoB*) + Customer Needs (VoC**) at the heart of design saves Product & System Development Cost & Time
Source: neon rain interactive
Fixed Requirements
OperationalSolution
• Unified Modelling language (UML) (1997) standardised, visual analysis & design language for object oriented S/W
• SysML (2007) extended UML: integrates requirements diagrams with S/W & H/W models to create system models
• MBSE uses SysML as standard integration framework language for Requirements Models & CAE models
1stSDLC
[2]
Rapid Application Dev. (1991) & Agile Dev. For S/W Components
[4]
Complex Computer System for high-speed coordination of US Air
Defence Systems
1970 – Refined WaterfallWinston Royce
1956 - Waterfall ConceptHerb D Benington
SSM Objective:Clarify and model
complex, fuzzy business management problems,
and develop feasible concept solutions
Boehm’s Spiral, Incremental SDLC (1986) [2]
Soft Systems Method SSM (1972)
Peter Checkland et al [3]
NASA’s ‘Vee’ Model SDLC (1990) (Adapted from [2]
BUT, IF mission, goals, stakeholders & priorities misunderstood, the system will be impaired i.e. poor quality solution – late, over-budget etc.
Edwards Deming & Joseph Juran1952-1960
1. Business = Complex Systems2. Process Control (SPC) to Minimise
Defects – Not Inspection
Armand Feigenbaum1962
‘Total Quality Control’: Business Support Functions + Production
Company Leaders1964 - 1967
Consolidate & Deploy TQM in Business Operations
TQM1965
Professor Yoji Akao
1986: ASI Simplified Japanese QFD to 4 Phase QFD
for US automotive suppliers
Agile S/W (1991)• Time & Resource Poor
• Project Goals?• Which Customers Important?• Which needs & functions first?
• Customer & business needs at the heart of concurrent design of product & manufacturing
• Clear understanding of quality in supply chain
• Prioritisation uses non-valid maths• US suppliers used customer specs., not needs• Matrices made too complex, no hierarchy
Prof. Shigeru Mizuno
Architecture ‘V’
Sub-System ‘Vs’
Component ‘Vs’
1984: Multiphase QFD deployment at Toyota
-35% Dev Time vs 1977- 65% Start Up Costs
Warranty Costs almost zero
Akao’s Multiphase QFDtranslates VoC** Across Business Functions [5]
*VoB = Voice of Business ** VoC = Voice of Customer *** TQM = Total Quality Management
3. Digital Modelling of Systems – Model Based SE (MBSE)4. Agile QFD for Software & Systems
Richard Zultner [10]
Most ‘non-QFD Institute’ training reflects pre-1995 practices i.e. non-agile, mathematically invalid, US 4-phase QFD auto. supplier model
2009 - 2016 Glenn Mazur led global expert team consolidating ISO 16355 Standard for QFD, describes best practice modern QFD advances
1997 UML Diags [8]
* AHP = Analytical Hierarchy Process [11]
Blitz QFD® Process Flow
Quality Function Deployment Matrix
Goal analysis
satisf
act
ion
Hierarchy diagram
CNs
magnitu
de
import
anc
e
Analytic Hierarchy Process
Prioritize customer needs
Pro
ject
defi
nit
ion What is
‘success’ for this project?
critical project goals
Which types of customers are critical to our
project?
project
goals table
Project Charter
customer
segments
table
Project “Customer(s)”
Analyze
competition
Situation analysis
Semantic analysis
For each critical customer segment
scenesInvestigate what customers
do, and why
When and Where else could the Customer have other Needs?
verbatimsAffinity diagraminterviews
Analyze the voice of the customer; their
statements
Customer Voice table
gemba
Customer Process model
processes
Analyze the process of the customer; their “job”
needs
Customer Context table
strategy
Six
Sigma
CC PM
Process
Improvement
Speed
Deployment
TRIZ/
GTI
Kansei
Technical
Innovation
Lifestyle
Deployment
(image)
Customer
Needs
HoQ
QP
T
DPT
Functional Requirements
Customer & Technical Competitive analysisoptional
opt
iona
l
To
Des
ign
& C
on
cep
t S
elec
tio
n
Product
Software
Service
Process
Downstream
Deployments
(7MP+ Tools)
Cost
Analysis
Cost
Deployment
FMEAReliability
Deployment
Analyze customer needs structure
Investigate what customers
say, and why
Assure the efficient delivery of value to customers
Discover what ‘value’ means to your customers
Cu
sto
mer
Vis
it c
he
cklis
t
Deploy high and expected value items
items
nee
ds
Maximum Value table
Project
Strategy
high-value items
Expected Value tableevidence
Collect and analyze evidence of customer
pain points
Gemba Visittable
process &
derived Quality Planning table
SoS/ System QFD
2007SysML Diags [9]
AHP – PrioritizationBusiness & ProjectGoals Hierarchy
Matrix-light fast QFD analysis for
Agile
Glenn MazurISO 16355 Convenor, Exec Director of QFD
Institute, USA
5. ISO 16355 (Part 1: 2015) A Standard for Best Practice QFD:
Customer Voice Table
Blitz QFD® 1995 [10]• Goals hierarchy & priorities (Hoshin Kanri)
• Stakeholders Prioritised• Customer Voice & Max. Value Tables• Ratio not Ordinal Prioritisation AHP*
Maximum Value Table
System/ Sub-Systems QFD
• ‘Modern QFD’ structures SSM analyses of complex problems• ‘Modern QFD’ aligns solutions to high priority needs VoB + VoC
6. Future Developments
2007: SysML • 2011 INCOSE: Model Based Concept Dev.’ (MBCD) WG to evaluate MBSE methods for ‘Concept Formation & Development’
Component QFD
Stansfield: QFD for Complex
Systems [13], [14]• MBSE: Hardware, Software and system models integrated via SysML
• System Modelling Language standard ensures consistent CAE model integration • MBSE uses SysML to integrate systems models plus computer aided engineering (CAE) Models
• MBCD extends modelling into development of concept solutions
• Develop integration of QFD with Soft Systems Method & Model Based Concept Development (MBCD)
• Develop QFD Institute training capacity for ISO 16355 QFD for Systems Engineering community in Europe & Asia
• Develop core INCOSE guidance materials on QFD to support ISO 16355 compliant QFD for systems engineering
• Extend MBSE Requirements Models with ISO 16355 QFD hierarchy and priority models
• Pre-Requisite for success: Clear view of mission, goals and stakeholders
Total Quality Management (TQM): Systematic Management of High Quality Manufacturing & Support
Deploying TQM principles inProduct/ System Design
Integrating policy/ strategy & TQM Operations
Voice of Customers
VoC
Company Response: Design
Quality Targets
Voice of Business VoB
Professor Yoji Akao
Improving alignment of System with Requirements – example SDLCs
Blitz QFD® example tables
1998-2002: G. Mazur & R. Zultner[12] extend Blitz QFD® ideas across whole QFD lifecycle – Modern QFD
Evolving Requirements to Improve Software Components
7 Stage SSM model refined to 4 Stage Model in 2006 [3]
Improving Problem Definition & Concept Modelling
1968: Yoji Akao develops ‘Hoshin Kanri’ – systematic
policy deployment [6]
1968
SSM
QFD For High-Q Sys Eng
[7]
©2000-2016 QFD Institute
VoB = Voice of Business VoC = Voice of Customer *VoS = Voice of Stakeholder
ConcurrentDesign
Learn fromPast
Adapt to Present
Improve for Future
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