qmss - quality function deployment...

P

rof.

Dr.

Lig

gesm

eyer

, 1Q

MS

S -

Qua

lity

Fun

ctio

n D

eplo

ymen

t (Q

FD

)

Qu

alit

y M

anag

emen

t o

f S

oft

war

e an

d

Sys

tem

s

Qu

alit

y F

un

ctio

n D

eplo

ymen

t (Q

FD

)

P

rof.

Dr.

Lig

gesm

eyer

, 2Q

MS

S -

Qua

lity

Fun

ctio

n D

eplo

ymen

t (Q

FD

)

Co

nte

nts

Mot

ivat

ion

Fun

dam

enta

l ide

a of

QF

D

Pro

cedu

re c

once

rnin

g th

e ap

plic

atio

n of

QF

D

Invo

lved

per

sons

and

goa

ls c

once

rnin

g Q

FD

Ana

lysi

s of

cus

tom

er r

equi

rem

ents

The

Hou

se o

f Qua

lity

Dev

elop

men

t-ac

com

pany

ing

QF

D

Cas

e st

udy

mea

surin

g/m

easu

rem

ent t

ool

P

rof.

Dr.

Lig

gesm

eyer

, 3Q

MS

S -

Qua

lity

Fun

ctio

n D

eplo

ymen

t (Q

FD

)

Mo

tiva

tio

n

Ens

ure

Tha

t the

cus

tom

er r

equi

rem

ents

ent

er th

e de

velo

pmen

t pro

cess

as

clea

rly

iden

tifie

d re

quire

men

ts

Tha

t the

y ar

e co

nseq

uent

ly r

ealiz

ed th

ere

up to

impl

emen

tatio

n de

tails

Dev

elop

men

t of q

uant

ifiab

le, c

heck

able

targ

et v

alue

s fo

r th

e de

velo

pmen

t on

the

basi

s of

cus

tom

er r

equi

rem

ents

Pos

sibi

lity

to tr

ace

back

eve

ry d

ecis

ion

to a

cor

resp

ondi

ng c

usto

mer

re

quire

men

t

Tra

ditio

nal a

ppro

ach

As

few

faul

ts/e

rror

s/de

fect

s as

pos

sibl

e

On

sche

dule

Hig

h te

st c

osts

The

pro

duct

will

be

less

bad

P

rof.

Dr.

Lig

gesm

eyer

, 4Q

MS

S -

Qua

lity

Fun

ctio

n D

eplo

ymen

t (Q

FD

)

Mo

tiva

tio

n

App

roac

h Q

FD

Pre

vent

ive-

orie

nted

qua

lity

man

agem

ent

Ser

ving

the

purp

ose

Ful

fillm

ent o

f cus

tom

er e

xpec

tatio

ns

P

rof.

Dr.

Lig

gesm

eyer

, 5Q

MS

S -

Qua

lity

Fun

ctio

n D

eplo

ymen

t (Q

FD

)

Mo

tiva

tio

nP

rob

lem

s w

ith

th

e P

rod

uct

Dev

elo

pm

ent

Res

ourc

es a

re s

carc

e in

prin

cipl

e

Cus

tom

er r

equi

rem

ents

ent

er th

e de

velo

pmen

t pro

cess

with

out t

he

taki

ng p

lace

of a

con

trol

led/

dire

cted

alig

nmen

t/orie

ntat

ion

of th

e de

velo

pmen

t pot

entia

ls

In th

e de

velo

pmen

t pha

ses

capa

citie

s ar

e us

ed in

pos

ition

s w

hich

cann

ot c

lear

ly o

r of

ten

only

intu

itive

ly b

e as

sign

ed to

a r

equi

rem

ent o

n th

e pa

rt o

f the

cus

tom

er

P

rof.

Dr.

Lig

gesm

eyer

, 6Q

MS

S -

Qua

lity

Fun

ctio

n D

eplo

ymen

t (Q

FD

)

Fu

nd

amen

tal I

dea

of

QF

D

Sys

tem

atic

app

licat

ion

of th

e re

sour

ces

in th

ose

posi

tions

whi

chen

sure

the

fulfi

llmen

t of t

he m

ost i

mpo

rtan

t cus

tom

er r

equi

rem

ents

.

++

++

++

++

++

++

++

++

++

++

++

+

+

anal

ysis

desi

gnco

ding

test

mea

n s

oft

war

ean

alys

isde

sign

codi

ngte

st

exce

llen

t so

ftw

are

mo

st im

port

ant

cust

omer

req

uir

emen

ts"b

est e

ffo

rts"

++

+

P

rof.

Dr.

Lig

gesm

eyer

, 7Q

MS

S -

Qua

lity

Fun

ctio

n D

eplo

ymen

t (Q

FD

)

Pro

ced

ure

co

nce

rnin

g t

he

Ap

plic

atio

n o

f th

e Q

FD

Iden

tific

atio

n of

cus

tom

er r

equi

rem

ents

Wei

ghtin

g of

cus

tom

er r

equi

rem

ents

Wei

ghte

d cu

stom

er r

equi

rem

ents

pas

sed

on to

the

phas

es o

f the

so

ftwar

e de

velo

pmen

t pro

cess

whe

re th

ey a

re h

andl

ed a

nd r

ealiz

ed

P

rof.

Dr.

Lig

gesm

eyer

, 8Q

MS

S -

Qua

lity

Fun

ctio

n D

eplo

ymen

t (Q

FD

)

Invo

lved

Per

son

s an

d G

oal

s co

nce

rnin

g Q

FD

Tea

m c

onsi

stin

g of

the

mem

bers

of t

he in

divi

dual

dev

elop

men

t pha

ses

(e.g

. m

arke

ting,

dev

elop

men

t, qu

ality

ass

uran

ce)

Per

sons

who

can

pro

vide

impo

rtan

t inf

orm

atio

n fo

r th

e pr

oduc

t des

ign

in th

e cu

rren

t pha

se

Sup

port

of t

he c

oord

inat

ion

of a

ll un

its in

volv

ed in

the

deve

lopm

ent p

roce

ss

Goa

ls Wor

king

out

of o

bjec

tives

for

the

deve

lopm

ent a

nd q

ualit

y as

sura

nce

base

d on

the

cust

omer

req

uire

men

ts

Tra

cing

of t

he r

ealiz

atio

n of

cus

tom

er r

equi

rem

ents

thro

ugh

all d

evel

opm

ent p

hase

s up

to im

plem

enta

tion

deta

ils

Avo

idan

ce o

f too

com

plex

sof

twar

e re

sp. n

ot u

ser-

orie

nted

sof

twar

e

Ear

ly id

entif

icat

ion

of r

isks

whi

ch a

re o

ther

wis

e of

ten

dete

cted

durin

g or

afte

r th

e im

plem

enta

tion

phas

e

Red

uctio

n of

dev

elop

men

t tim

e

P

rof.

Dr.

Lig

gesm

eyer

, 9Q

MS

S -

Qua

lity

Fun

ctio

n D

eplo

ymen

t (Q

FD

)

An

alys

is o

f C

ust

om

er R

equ

irem

ents

P

rof.

Dr.

Lig

gesm

eyer

, 10

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

An

alys

is o

f C

ust

om

er R

equ

irem

ents

Ste

ps Seg

men

tatio

n of

cus

tom

er g

roup

s on

the

basi

s of

diff

eren

t cha

ract

eris

tics

(1)

Det

erm

inat

ion

of ta

rget

gro

ups

base

d on

this

seg

men

tatio

nD

eter

min

atio

n of

cus

tom

er r

equi

rem

ents

by

-In

dire

ct s

urve

y in

the

envi

ronm

ent o

f fut

ure

clie

nts

(2)

-D

irect

inte

rvie

w w

ith fu

ture

use

rs o

r w

ith th

e ai

d of

cus

tom

er o

bser

vatio

ns,

e.g.

con

cern

ing

the

hand

ling

of a

pro

toty

pe (

3)-

Info

rmat

ion

conc

erni

ng p

rodu

cts

alre

ady

in u

se (

e.g.

laud

, pro

blem

s,

ques

tions

) (4

)P

robl

ems

of th

e di

rect

inte

rvie

wT

he r

equi

rem

ents

giv

en b

y th

e cu

stom

er a

re o

ften

abou

t des

ign

conc

epts

or

solu

tions

Cus

tom

ers

inte

nsel

y th

ink

–pa

rtic

ular

ly in

the

softw

are

deve

lopm

ent –

in s

olut

ions

Pos

sibl

y m

anip

ulat

ion

of th

e so

ftwar

e en

gine

er s

o th

at n

ot th

e m

ost c

ost-

or ti

me-

effe

ctiv

e so

lutio

n fo

r th

e cu

stom

er is

dev

elop

edC

onse

quen

ce: a

sk c

usto

mer

for

the

reas

ons

conc

erni

ng a

ll of

his

req

uire

men

ts

P

rof.

Dr.

Lig

gesm

eyer

, 11

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

An

alys

is o

f C

ust

om

er R

equ

irem

ents

Rec

ordi

ng o

f cus

tom

er r

equi

rem

ents

Cus

tom

er V

oice

Tab

le (

5)W

ritin

g do

wn

of c

usto

mer

req

uire

men

ts th

emat

ical

ly s

truc

ture

d, e

.g. a

ccor

ding

to

-P

robl

ems

-R

equi

rem

ents

-T

echn

ical

rea

lizat

ion

poss

ibili

ties

-C

harg

ing

of ti

me

and

cost

sC

ompl

etio

n of

the

gain

ed in

form

atio

n E

xam

inat

ion

for

thei

r va

lidity

Affi

nity

Dia

gram

(6)

Clu

ster

the

cust

omer

req

uire

men

ts

-Ig

nore

con

nect

ion

to p

ossi

ble

real

izat

ion

poss

ibili

ties

-Id

entif

y ba

ckgr

ound

s fo

r re

quire

men

ts (

e.g.

sho

uld

be s

elf-

expl

anat

ory:

po

ssib

le c

ause

: eas

y to

han

dle

or e

asy

lear

nabl

e)-

Iden

tify

gene

ric te

rms

for

requ

irem

ents

-S

ubsu

me

sim

ilar

requ

irem

ents

P

rof.

Dr.

Lig

gesm

eyer

, 12

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

An

alys

is o

f C

ust

om

er R

equ

irem

ents

Cus

tom

er C

onte

xt T

able

(7)

Sta

tem

ents

abo

ut th

e cu

stom

er e

nviro

nmen

t

-W

ho?

-W

hen?

-W

here

?

-W

hy?

-W

hat?

-H

ow?

Rel

atio

n D

iagr

am (

8)Li

stin

g of

con

tent

s of

the

Cus

tom

er C

onte

xt T

able

in c

onsi

dera

tion

of th

eir

depe

nden

ces

Hie

rarc

hy D

iagr

am (

9)C

onte

nts

of th

e R

elat

ion

Dia

gram

and

the

Affi

nity

Dia

gram

str

uctu

red

acco

rdin

g to

th

emat

ic le

vels

P

rof.

Dr.

Lig

gesm

eyer

, 13

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Cu

sto

mer

Seg

men

ts/C

ust

om

er R

equ

irem

ents

Mat

rix

Eva

luat

es th

e cu

stom

er r

equi

rem

ents

acc

ordi

ng to

thei

r im

port

ance

for

the

indi

vidu

al c

usto

mer

seg

men

ts

Gen

erat

es c

usto

mer

req

uire

men

ts e

valu

ated

acc

ordi

ng to

thei

r pr

iorit

y as

inpu

t for

the

Hou

se o

f Qua

lity

P

rof.

Dr.

Lig

gesm

eyer

, 14

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Th

e H

ou

se o

f Q

ual

ity

P

rof.

Dr.

Lig

gesm

eyer

, 15

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Th

e H

ou

se o

f Q

ual

ity

Goa

l Rea

lizat

ion

of th

e cu

stom

er r

equi

rem

ents

in p

hysi

cal c

hara

cter

istic

s in

co

nsid

erat

ion

of im

port

ant f

acto

rs fo

r th

e de

velo

pmen

t pro

cess

Ste

ps List

cus

tom

er r

equi

rem

ents

(1)

Wei

ght c

usto

mer

req

uire

men

ts in

pai

r w

ise

com

paris

on (

2). T

his

prio

ritiz

atio

n se

rves

the

purp

ose

to d

irect

the

atte

ntio

n to

the

basi

cs o

f the

pro

duct

dev

elop

men

t an

d to

con

trol

the

inve

stm

ent p

rope

rlyM

ake

com

petit

ive

com

paris

ons

to d

eter

min

e ob

ject

ives

for

a po

sitio

ning

in th

e m

arke

t (3)

Det

erm

inat

ion

of th

e te

chni

cal c

hara

cter

istic

s fo

r th

e re

aliz

atio

n of

the

cust

omer

re

quire

men

ts (

4)T

arge

t val

ues

of th

ese

tech

nica

l cha

ract

eris

tics

(5)

prov

ide

the

guid

e va

lues

for

the

fulfi

llmen

t of t

he te

chni

cal c

hara

cter

istic

sD

eter

min

e to

wha

t ext

ent t

echn

ical

cha

ract

eris

tics

influ

ence

eac

h ot

her

and

if th

ese

depe

nden

ces

are

posi

tive

or n

egat

ive

(6)

P

rof.

Dr.

Lig

gesm

eyer

, 16

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Th

e H

ou

se o

f Q

ual

ity

The

rel

atio

n/co

nnec

tion/

corr

elat

ion

mat

rix (

7)G

ives

info

rmat

ion

abou

t whi

ch c

usto

mer

req

uire

men

ts a

re r

ealiz

edby

whi

ch

tech

nica

l cha

ract

eris

tics

To

the

cros

s po

ints

rel

atio

n sy

mbo

ls a

re m

appe

dA

lread

y he

re it

can

be

test

ed/c

heck

ed if

a c

usto

mer

req

uire

men

t has

bee

n fo

rgot

ten

(row

did

not

get

a s

ymbo

l), o

r

if a

tech

nica

l cha

ract

eris

tic e

xist

s w

hich

has

no

rela

tion

to c

usto

mer

req

uire

men

ts

(col

umn

is e

mpt

y)

Pro

duct

of t

he w

eigh

ting

of a

cus

tom

er r

equi

rem

ent a

nd th

e fa

ctor

of t

he

rela

tion

give

s th

e lo

cal p

riorit

y of

a te

chni

cal c

hara

cter

istic

The

sum

of t

hese

prio

ritie

s gi

ves

the

eval

uatio

n of

the

tech

nica

l cha

ract

eris

tics

(8).

Tho

se c

hara

cter

istic

s ge

t a h

igh

eval

uatio

n w

hich

rel

ate

tohi

ghly

impo

rtan

t re

quire

men

ts o

r to

ver

y m

any

requ

irem

ents

A c

ompe

titio

n co

mpa

rison

con

cern

ing

the

tech

nica

l cha

ract

eris

tics

(9)

prov

ides

ag

ain

com

para

tive

anal

yses

with

reg

ard

to th

e sc

ope

P

rof.

Dr.

Lig

gesm

eyer

, 17

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Dev

elo

pm

ent-

Acc

om

pan

yin

g Q

FD

P

rof.

Dr.

Lig

gesm

eyer

, 18

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Cas

e S

tud

y M

easu

rin

g/M

easu

rem

ent

To

ol

A p

rodu

ct to

be

rege

nera

ted

is to

be

anal

yzed

with

the

aid

of Q

FD

. It i

s ab

out a

tool

for

the

dete

rmin

atio

n of

sof

twar

e m

easu

rem

ents

Sof

twar

e de

velo

pers

, sta

ff m

embe

rs in

qua

lity

assu

ranc

e de

part

men

ts/s

ectio

ns a

nd s

oftw

are

man

ager

s ar

e in

tend

ed a

s ta

rget

gr

oups

(cu

stom

er s

egm

ents

)

P

rof.

Dr.

Lig

gesm

eyer

, 19

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Cas

e S

tud

y M

easu

rin

g/M

easu

rem

ent

To

ol

Con

side

r cu

stom

er s

egm

ents

vs.

cus

tom

er c

hara

cter

istic

s (1

)

For

the

desc

riptio

n of

dep

ende

nces

diff

eren

t val

ue s

cale

s ar

e us

ed. H

ere

the

follo

win

g sc

ale

is a

ssum

ed

-un

impo

rtan

t = 0

, min

or im

port

ant =

1, m

ean

= 3

, str

ong

= 5

, ver

yst

rong

= 7

, ex

trem

ely

stro

ng =

9

o+

oex

pect

ed a

ccep

tanc

e

glob

allo

cal t

o gl

obal

loca

lty

p. p

robl

em

eval

uatio

n

-+

+tr

aine

d w

ith r

egar

d

to to

ol u

se

o+

okn

owle

dge

conc

erni

ng

mea

surin

g

man

ager

QS

deve

lope

r

P

rof.

Dr.

Lig

gesm

eyer

, 20

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Cas

e S

tud

y M

easu

rin

g/M

easu

rem

ent

To

ol

Con

side

r cu

stom

er s

egm

ents

with

reg

ard

to c

riter

ia im

port

ant f

orth

e co

mpa

nyF

or th

ese

purp

oses

at f

irst t

he p

riorit

ies

of th

e co

rres

pond

ing

crite

ria h

ave

to b

e co

mpa

red

with

eac

h ot

her

∑4,

33∑

9∑

1,53

13

0,33

mul

tiplie

ref

fect

0,33

10,

2bu

ying

de

cisi

on a

bilit

y

35

1sa

leab

lenu

mbe

r

mul

tiplie

r ef

fect

buyi

ng

deci

sion

abi

lity

sale

able

nu

mbe

r

sale

able

num

ber

is a

mor

e im

port

ant c

riter

ion

inm

easu

res

(=3)

than

the

mul

tiplie

r ef

fect

P

rof.

Dr.

Lig

gesm

eyer

, 21

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Cas

e S

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easu

rin

g/M

easu

rem

ent

To

ol

Sca

ling

to c

olum

n su

m =

1:

∑1

0,26

0,11

0,63

∑3

∑0,

78

∑0,

32

∑1,

9

∑1

∑1

∑1

0,23

0,33

0,22

mul

tiplie

ref

fect

0,08

0,11

0,13

buyi

ng

deci

sion

abi

lity

0,69

0,56

0,65

sale

able

num

ber

mul

tiplie

r ef

fect

buyi

ng

deci

sion

abi

lity

sale

able

nu

mbe

r

0,63

= 1

,9/3

0,69

= 3

/4,3

3

P

rof.

Dr.

Lig

gesm

eyer

, 22

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Cas

e S

tud

y M

easu

rin

g/M

easu

rem

ent

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ol

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nsfe

r of

crit

eria

prio

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s

∑23

,6 %

∑15

%∑

61,4

%se

gmen

t prio

rity

∑9

∑1

∑26

%

5 loca

l: 0,

56

glob

al: 1

4,6

%

3 loca

l: 0,

33

glob

al: 8

,6 %

1 loca

l: 0,

11

glob

al: 2

,9 %

mul

tiplie

r ef

fect

prio

: 26

%

∑9

∑1

∑11

%

5 loca

l: 0,

56

glob

al: 6

,2 %

3 loca

l: 0,

33

glob

al: 3

,6 %

1 loca

l: 0,

11

glob

al: 1

,2 %

buyi

ng d

ecis

ion

abili

ty

prio

: 11

%

∑11

000

∑1

∑63

%

sale

: 500

loca

l: 0,

045

glob

al: 2

,8 %

sale

: 500

loca

l: 0,

045

glob

al: 2

,8 %

sale

: 100

00

loca

l: 0,

91

glob

al: 5

7,3

%

sale

able

num

ber

prio

: 63

%

man

ager

QS

deve

lope

r

P

rof.

Dr.

Lig

gesm

eyer

, 23

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Cas

e S

tud

y M

easu

rin

g/M

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rem

ent

To

ol

Cus

tom

er V

oice

Tab

le (

5)

grap

hica

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cess

ing

stat

istic

al fu

nctio

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varia

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cond

ition

dete

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alst

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it va

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spec

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cupy

max

. 100

kB

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mem

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chni

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estr

ictio

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rem

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P

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Dr.

Lig

gesm

eyer

, 24

QM

SS

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unct

ion

Dep

loym

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QF

D)

Cas

e S

tud

y M

easu

rin

g/M

easu

rem

ent

To

ol

Affi

nity

Dia

gram

for

the

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tom

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6)

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ol

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men

tva

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gco

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eval

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chni

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estr

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McCabe

Halstead

limit values

statistic

graphic

max. 100 KB

P

rof.

Dr.

Lig

gesm

eyer

, 25

QM

SS

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unct

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Dep

loym

ent (

QF

D)

Cas

e S

tud

y M

easu

rin

g/M

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rem

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To

ol

Cus

tom

er C

onte

xt T

able

(7)

even

ings

even

t.

is n

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PC

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stem

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100

mod

ules

prog

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d qu

ality

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me

man

ager

is

How

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tera

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?

P

rof.

Dr.

Lig

gesm

eyer

, 26

QM

SS

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unct

ion

Dep

loym

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Cas

e S

tud

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rin

g/M

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rem

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iagr

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dditi

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the

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tom

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PC

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tech

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statistic

graphic

max. 100 KB

interactive

Batch

min. 100 mod.

workstation

PC

P

rof.

Dr.

Lig

gesm

eyer

, 27

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Cas

e S

tud

y M

easu

rin

g/M

easu

rem

ent

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ol

Cu

sto

mer

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men

ts/C

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rix

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6 %

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5 %

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17,8

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orks

tatio

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2 %

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9 %

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%m

in. 1

00 M

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9 %

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grap

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9 %

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9 %

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stea

d

∑13

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2 %

5/1,

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5/9,

9 %

McC

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∑6,

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2 %

limit

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l wei

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f th

e re

quire

m.

man

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QS

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%de

velo

per,

61

,4 %

colu

mn

each

sta

ndar

dize

d to

seg

men

t prio

rity

P

rof.

Dr.

Lig

gesm

eyer

, 28

QM

SS

-Q

ualit

y F

unct

ion

Dep

loym

ent (

QF

D)

Cas

e S

tud

y M

easu

rin

g/M

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rem

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ol

Th

e H

ou

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ghtin

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petit

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ghts

1 =

bad

res

p. n

onex

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= w

eak,

3 =

mea

n, 4

= g

ood,

5 =

ver

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es a

rgum

ent

1,0

= n

o ar

gum

ent;

1,2

= w

eak

sa, 1

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str

ong

sa

P

rof.

Dr.

Lig

gesm

eyer

, 29

QM

SS

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unct

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Dep

loym

ent (

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D)

Cas

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tud

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easu

rin

g/M

easu

rem

ent

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ol

Th

e H

ou

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f Q

ual

ity

∑10

0 %

4,6

%

25,7

%

3,6

%

4,3

%

6,3

%

3,3

%

14%

7,6

%

8,6

%

14,5

%

5,5

%

prio

rity

25,9

144,

8

32,4

24,5

35,4

18,4

78,7

42,6

48,6

81,6

31,2

tota

l

1,2

1,5

1,2

1,2

1,5

1,2

1,2

1,5

1,5

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sa

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21

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31

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grap

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stat

istic

31

116

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inte

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14

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Bat

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Hal

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18,1

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com

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233,

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125

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wor

ksta

tion

00

13,

6%

max

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kB

03

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mod

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07

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17

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++

+