Quality Management Lecture 07. Designing and Assuring Quality.
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Quality Management
Lecture 07.
Designing and Assuring Quality
The Design Process
Product idea generation
Customer future needs projection
Technology selection for product developement
Technology developement for process selection
Final product definition
Product marketing and distribution preparation
Product design and evaluation
Manufacturing system design
Product manufacture, Delivery and use
QFD – Quality Function Deployment
• House of quality• Customer needs are
translated into functional production design
• Voice of customers
Traditional design vs. QFDTraditional Design QFD
Customer needs
Desing
Results of design
Process Desgin
Customer needs
Importance to customers
Competitiors product
Target value for designing
Desing
Results of design
Process Desgin
1. Step – customer needs
Cu
stom
er re
qu
irem
en
ts
1.
2.
3.
4.
Clean facilities
Comfortable seating
Delicious foods
Responsive servers
2. Step – technical design elemetns
Te
ch
nic
al R
eq
uire
me
nts
1. 2. 3. 4. 5.
Type of tile
Dirt resistance of floor tiles
Seat m
aterial
Server training
Menu standardization
3. Step - relationship
Custom
er requirements
1. Clean facilities
2. Comfortable seating
3. Delicious food
4. Responsive servers
Te
chn
ical
Re
qu
irem
ents
1. T
ype
if tile
2. Dirt resistance of floor tile
3. S
ea
t ma
teria
l
4. Server training
5. M
enu standardization
9 9 3 1
9
1 9
9 3
9 – strong relationship
3 – somewhat associated
1 – weak association
4. Step – correlation between technical elements
Te
chn
ical R
equ
irem
en
ts
1. T
ype
of tile
2. Dirt resistance of floor tile
3. S
ea
t ma
teria
l
4. Server training
5. M
enu standardization
9
-3
9
9 – strong positive
3 – positive
-3 – negative
-9 – strong negative
5. step. Competitive assessment
• Both for customer requirements and technical elements
• 5 point scale• A, B – competitiors• Us – own company
Cu
stom
er re
q.
1 2 3 4 5
Us B A
A U B
B Us A
B Us A
Technical req.
1 A A A A Us
2 B B Us S,B
3 Us Us A
4
5 B B
6. Step – priorizing customer needs
• importance (1-10)• Target value (1-5)• Sales point (1-2)• Absolute weight – product of these three
ImpTarget
valueSales
pointAbs.
weight
Custom
er requirem
ents
1. Clean facilities 9 3 1 272. Comfortable seating 6 5 1 30
3. Delicious food 8 4 2 64
4. Responsive servers 7 4 2 56
7. Step – priorizing technical requirements
• Difficulty (1-10)• Target value (the same)• Absolute weight (sum of the products of relationship
between customer requirements and technical requirements and importance to customers)
• Relative weight (sum of the products of relationship between customer requirements and technical requirements and absolute weight of customer needs
T
ech
nica
l R
eq
uire
men
ts
1. T
ype
if tile
2. Dirt resistance of floor tile
3. S
ea
t ma
teria
l
4. Server training
5. M
enu standardization
Custom
er requirements
1. Clean facilities
2. Comfortable seating
3. Delicious food
4. Responsive servers
9 9 3 1
9
1 9
9 3
ImpTarget value
Sales point
Abs. weight
9 3 1 27
6 5 1 30
8 4 2 64
7 4 2 56
Abs. weight
Relat. weight
81 81 81 80 93
243 243 351 595 744
8. Step – final evaluation
Σ416
0,19 0,19 0,190,19 0,22
Σ2176
0,11 0,11 0,160,27 0,34 Restaurant have to focuse on menu standardization
FMEA (failure mode and effects analysis
• Reliability – – Component - propensity of a part to fail over a given
time– System – probability that a system of component will
perform its function over a period of time
• Can be used for:– Concept– Process– Design– Service– Equipment
Steps• 1. step - Identify components or steps• 2. step – list all functions• 3. step – identify failures• 4. step – Idintify its effects• 5. step – evaluate the consequances (1-10)
• 6. stept – Estimate the relative likelihood of occurance for each failure
• 7. step – estimate the ease of detection
• 8. Calculate risk – RPN number
• Evaluate the risk of a component or a failure– Risk=P (occurrence of the problem)*Lost– occurrence: chance to occur + not revealed by inspection– Lost: the effect of the failure
• RPN – SR*DR*OR– SR – severity rating– DR – detection rating– OR – Occurrence rating
• RF – sum of RPNs for failures• RP – sum of RFs for parts
Thank you for your attention!
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