Quality Function Deployment PPT Slide Template
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The document provides an overview of Quality Function Deployment (QFD), a method developed by Yoji Akao aimed at aligning product development with customer expectations to enhance satisfaction. It details the historical context, key terms, process phases, and the importance of customer feedback in shaping product features. Additionally, it highlights strategic approaches, such as engaging different levels of management and employing tools like the House of Quality, to optimize organizational processes and improve customer retention.
Quality Function Deployment PPT Slide Template
- 1. PREMIUM POWERPOINT SLIDES Function Deployment
- 3. If you don‘t listen, you don‘t sell anything. Caroline Marland, (Managing Director of the Guardian Group)
- 4. concept draft designed by Matsushita (Panasonic Corporation) further development and implementation at Toyota concept was distributed in the U.S. by ASI and Ford YOJI AKAO “QFD is the planning and development of quality functions of products according to customer expectations.” BASICS Historical Background 1966 1969 1972 1974 1978 1985 1987 Quality Function Deployment was developed by Professor Yoji Akao QFD breakthrough at Mitsubishi Heavy Industries Akao’s book was published first application in Germany
- 5. BASICS Key Terms QUALITY Features Attributes Qualities FUNCTION Mechanization Activity DEPLOYMENT Diffusion Development Evolution HIN SHITZU KI NO TEN KAI
- 6. GOALS Customer acquisition and customer satisfaction to generate profit Qualityfunction deployment Is a work philosophy/ working style Pursues maximum customer satisfaction Uses strengths of all employees to achieve goal Transfers customer expectations to product Develops product according to customer needs BASICS
- 7. BASICS Customer-Focused Organizational Structure CUSTOMERS EMPLOYEES MIDDLE MANAGEMENT VICE PRESIDENTS CEO Total Customer Focus Direction of serving Direction of thinking and decision making
- 8. Behind every complaining customer are 26 who are silent. Each unhappy customer talks to 8 to 16 people. Costs for gaining new customers are five times higher than keeping existing customers. 91% of unhappy customers will make future purchases elsewhere. But, 90% of customers who received excellent support after a complaint will purchase again with the same company. BASICS The High Costs of Customer Loss
- 9. BASICS Application Areas PRODUCT IMPROVEMENTS BUSINESS PROCESSES NEW PRODUCT DEVELOPMENTS SERVICES OF ALL KINDS
- 10. THE QFD PROCESS QFD Concept According to Akao Quality Table (Production Table) Working StandardsProduction Method QUALITYDEVELOPMENT TECHNOLOGYDEVELOPMENT COST DEVELOPMENT RELIABILITYDEVELOPMENT CUSTOMER REQUIREMENTS FUNCTIONS QUALITY CHARACTERISTICS PARTS MARKET
- 11. THE QFD PROCESS QFD 4 Phases Customers I II III IV Segmentation 0 PRODUCT PLANNING PARTS DEPLOYMENT PROCESS PLANNING PRODUCTION PLANNING
- 12. THE QFD PROCESS Preparing the Phases – Phase 0 ACQUIRING INFORMATION CUSTOMER VOICE Collect all relevant information before starting with phase 1. Gather all current and future customer needs. Sphere model Kano model
- 13. Convert customer demands to quality characteristics HOUSE OF QUALITY Transfer important characteristics of final products to building groups and differentiate respective characteristics. Change from product development to production. Detect and assess critical process attributes. Add information on process regulation to process characteristics. Establish detailed examination guidelines. THE QFD PROCESS 4 Phases Concept PHASE 1 PRODUCT PLANNING PHASE 2 PARTS DEPLOYMENT PHASE 3 PROCESS PLANNING PHASE 4 PRODUCTION PLANNING
- 14. THE SPHERE MODEL Basis/ core features of services and products Expectation field Chance field
- 15. Define optimization direction for each engineering characteristic: minimize, maximize, reach target value Relations matrix evaluates how the customer requirements relate to engineering characteristics STEP 7 Roof of engineering characteristics; Rendering correlations STEP 8 Assessing technical feasibility on a scale of 1 to 5 TOOLS House of Quality STEP 5 STEP 6 RELATIONS MATRIX Optimization Direction Engineering Characteristics Correlation Matrix Technical Difficulties Objective Target Value Technical Competitive Comparison Technical MeaningDegreeofRequirements ProductRating (customerperceptions) ProductandCustomerRequirements 1 2 3 4 5 6 8 7 9 1 0 1 1
- 16. IMPLEMENTATION House of Quality – Example ROOF: INTERACTION OF FUNCTIONS ++ VERY POSITIVE + POSITIVE 0 NEUTRAL - NEGATIVE -- VERY NEGATIVE COMPETITIVE EVALUATIONS COMPETITION PRODUCT OWN PRODUCT FUNCTION1 FUNCTION2 FUNCTION3 FUNCTION4 FUNCTION5 FUNCTION6 Functionmeaningforproductquality How? What? Very poor Very good REQUIREMENT 1 REQUIREMENT 2 REQUIREMENT 3 REQUIREMENT 4 REQUIREMENT 5 VoiceofCustomer(VoC) 5 9 45 9 45 9 45 9 45 9 45 9 45 5 9 45 9 45 9 45 9 45 9 45 3 9 27 9 45 9 45 2 9 18 9 18 9 45 9 45 2 9 45 9 45 9 45 9 45 9 45 9 45 6,6Ptk. 4555,8 8914 22 45% 55,432,7 321,6 121 REQUIREMENT 6 1 9 9 9 9 1 2 3 4 5 + + - -++ 0
- 17. TOOLS Value Stream Analysis 6 Steps 6. Standardization and Monitoring Control implementation Plan countermeasures if necessary Standardize desired state 1. Define Product Family Choose representative products with similar development process 2. Define Value Stream Manager Define value stream manager who implements changes and adjustments 3. Capture Current Status Create recognized reflection of the current state 4. Differentiate Desired Status Detect and eliminate wastefulness -> Draft desired status 5. Implement Desired State Break down desired status into process stages Define staff, deadlines and milestones Implement process stages Implementation Standardization and Monitoring DefineProduct Family DefineValue Stream Manager CaptureCurrent State Differentiate Desired State
- 18. INPUT OUTPUT TOOLS Process Flowchart PROCESSSUPPLIER CUSTOMER employees material Equipment energy information regulations product Installation error elimination services
- 19. TOOLS Process Flowchart Result Processes begin and end with an event Activity Occurring in processes Decision Yes: down No: right Sub program ORDER MISSING GOODS CUSTOMER ORDER DELIVER ORDER CHECK ORDER ANSWER QUESTIONS BILL ORDER DELIVERY NOTIFICATION ORDER OK? GOODS IN WAREHO USE? COMMISSION ORDER
- 20. IMPLEMENTATION Cycle COMPETITIVE ANALYSIS TO FULFILL CUSTOMER REQUIREMENTS DIFFERENTIATE ENGINEERING CHARACTERISTICS SHOW INTERRELATIONS OF ENGINEERING CHARACTERISTICS CREATE RELATIONS MATRIX QUALIFY TECHNICAL SPECIFICATIONS COMPETITIVE ANALYSIS OF ENGINEERING CHARACTERISTICS FROM MANUFACTURER PERCEPTIONS EVALUATE ENGINEERING CHARACTERISTICS : DO THEY MEET CUSTOMER REQUIREMENTS? EVALUATE CUSTOMER REQUIREMENTS COLLECT CUSTOMER REQUIREMENTS QUALITY FUNCTION DEPLOYMENT
- 21. IMPLEMENTATION Teamwork ENFORCEMENT STYLE Command Assert Argue Delegate Share & Rule QFD & THE TEAM Communicate Ask & Listen Collect Data Brainstorming Define Goals Working Together EFFORT TIME DECISION ENFORCEMENT OBJECTIVE RESULT MONOLOG RESULTEFFORT TIME DECISION ENFORCEMENT OBJECTIVE DIALOG
- 22. IMPLEMENTATION Example CUSTOMER CLAIMS FAST SERVICE/ CHECKOUT O o O FRIENDLY CASHIER X X o ACCURACY O X o EMPLOYEE TRAINING POS SYSTEM QUALITY STAFF LEVELS o = weak O = moderate X = strong
- 23. Click here to visit www.PresentationLoad.com DOWNLOAD POWERPOINT SLIDES