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
Jan 22, 2016
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