HOUSE OF QUALITY CASE OF DMRC METRO STATION

Submitted to: Dr. K. C. IYER Course No. CEL-773 Submitted by : 1. Shailaja Gautam 2011 CET 3058 2. Prabhat Shrivastava 2011 CEX 5530 3. Nilesh Gadge 2011 CEC 3670

Submitted to :

Prof. K. C. Iyer

Indian Institute of Technology, Delhi

Hauz Khas, New Delhi : 110016

INTRODUCTION

Quality Function Deployment (QFD) is a planning tool used to fulfill customer expectations.

The primary tool used in QFD is HOUSE OF QUALITY (HOQ)

The HOQ translates the voice of customer into design requirements that meet specific target values and matches those against how an organization will meet those requirements

We are the members of research and design group to develop user-friendly facilities for the commuters.

The task given to us is to finalize the standards of design for metro stations on the basis of customer requirements.

Therefore we are using HOUSE OF QUALITY for our analysis as it gives direct relationship between customer expectations and design elements.

OBJECTIVE

Ref: “Total quality management” by D.H. Besterfield,3 rd Edition, Chapter -12 “Quality Function Deployment”.

SAMPLE MIX

Our sample mix include:-

1) Commuters using Public Transport ( DTC Buses)daily.

2) Commuters using Private Transport Daily.

3) Construction team

There are 7 steps in making HOQ

1. List customer requirements (WHATs)2. List Technical descriptors (HOWs)3. Develop a relationship matrix between

WHATs & HOWs4. Develop an interrelationship matrix between

HOWs & HOWs5. Competitive assessment of

Customer competitive assessment Technical competitive assessment

6. Develop prioritized customer requirements7. Develop prioritized technical descriptors

Using the above mentioned steps we have developed the HOQ for our project

STEPS FOR MAKING QFD

Ref: “Total quality management” by D.H. Besterfield,3 rd Edition, Chapter -12 “Quality Function Deployment”.

STEP-1: customer requirements (WHATs)

STEP- 2: Technical descriptors (HOWs)

STEP- 3: relationship matrix between WHATs & HOWs

Relationship between customer requirements and

technical descriptors         9 Very Good  6 Good  4 Medium  1 Weak       

STEP- 4: interrelationship matrix between HOWs & HOWs

STEP- 5: Competitive assessment

STEP- 6 prioritized customer requirements

STEP- 6 prioritized technical descriptors

FINAL HOUSE OF QUALITY

Note: For readable HOQ table please refer the PDF file attached

INFERENCE

S.NoTechnical descriptors w.r.t. Customer requirements

Suggested alternatives as per HOQ analysis Remark

1) Flooring Granite 2) Column finish Granite 3) Railing Stainless steel

4) Vertical movement

Lift+ Staircase+Escalators+Ramp

Consensus for all four to make the design Universally Accessible

5) Joinery method Welding 6) Air-conditioning HVAC system

7) Security systemCombination of all options

Consensus for all optionsto have all levels of security

8) Information mediaDigital Signage + dolby sound system

INFERENCES DRAW FROM HOUSE OF QUALITY