Quality Management Lecture 07. Designing and Assuring Quality.

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!