An-Najah National University

Faculty Of Engineering

Industrial Engineering Department

Implementation Of Quality Function Deployment On Engineering Faculty of An-Najah University

By : Ibrahim Sanjaq Tha’er Bezreh

Mahran Ramahi Hind

KhabbasSupervised By : Eng. Tamer Haddad

QFD Definition

Quality: What the customer/user needs or expects

Function: How those needs or expectations are to be satisfied

Deployment: Making it happen throughout the organization

HOQ

House of Quality

HOQ

What

How

do customers want and need from your product or service? (Customer requirements).

will your company achieve the what? (Technical requirements).

HOQ

Case Study

The aim of this project is to build a structured approach

to service development through the House of Quality

(HOQ) with application to faculty of engineering of An-

Najah National University. QFD uses voice of customers

(what) and voice of company(How) in order to join them

and reach measurable objectives that contribute in

service development.

PROJECT OBJECTIVES

OBJECTIVES

Working Methodology

A scientific study was performed to have an excellent theoretical background about QFD.

Chose the Faculty of Engineering at An-Najah National University a case study to investigate the implementation of QFD .

Complete information about the faculty was gathered about its services, its specializations, and competitors.

Segmenting the faculty’s customers as: 4th and 5th year students in order to identify their requirements and priorities.

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Voice of customers or Customer requirement (What) was determined through distributing a questionnaire among them and make interviews

Customers’ needs and requirements was identified through taking a sample of customers as an input for building HOQ

Importance and scoring for each need was identified from both An-Najah and competitor customers.

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Questionnaire

  RequirementImportance

(0-10)Scoring

(1-5)

1 Qualified for learning    2 Committed    3 Use simple language    4 Quality of learning    5 Staff availability    6 Presentation skills    7 Communication skills    8 well organized slides    9 Technological skills    10 Clear notes    11 Improve research skills    12 Language skills    13 Books availability in library.    14 Ability to distance learning    15 Up to date material    16 Easier to understand    17 More practical experience    

18 Appropriate education environment in the class    

19 internet access availability    20 Availability of computer labs    21 Exams schedules    

Scoring and Importance Survey

Voice of Engineering Faculty (How or technical specification) was determined through meetings with the Engineering Faculty staff.

The HOQ was built and all relationships between voice of customers and voice of Engineering Faculty were showed in addition to any comparisons between the Faculty and the competitor.

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The whole HOQ was analyzed quantitatively and some improvement activities were suggested to improve quality elements.

Further recommendations was built for future improvement.

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RESULTS

Through survey to the most important customers. We got these

most frequently points about customer requirements.

Voice of Customer

Qualified for learning. Ability to distance learning.

Committed. Up to date material.

Use simple language Easier to understand

Quality of learning More practical experience

Staff availability Appropriate education environment in the class

Presentation skills internet access availability

Communication skills Availability of computer labs

well organized slides Exams schedules

Technological skills Material Grades distribution

Clear notes Creativity motivation

Improve research skills Ability to improve and design engineering Sys.

Language skills Ability of solving engineering problem's in real life.

Books availability in library. The continuity of communication with the university

Customer Needs (VOC)

Needs Categories

After collecting & processing data , this is a part of the final average results

Survey Sample

Needs Evaluation Average Importance

Rank(5(

Qualified for learning An-Najah Rank(5( 3.18 9.25 Competitor Rank(5( 2.69 Committed An-Najah Rank(5( 3.38 8.63 Competitor Rank(5( 3.06 Use simple language An-Najah Rank(5( 3.86 8.52 Competitor Rank(5( 3.46 Quality of learning An-Najah Rank(5( 3.02 9.03 Competitor Rank(5( 2.91 Staff availability An-Najah Rank(5( 2.62 9.02 Competitor Rank(5( 2.51 Presentation skills An-Najah Rank(5( 3.62 8.37 Competitor Rank(5( 2.89 Communication skills An-Najah Rank(5( 3.28 8.78 Competitor Rank(5( 2.91 well organized slides An-Najah Rank(5( 3.48 8.04 Competitor Rank(5( 2.89 Technological skills An-Najah Rank(5( 3.12 8.62 Competitor Rank(5( 2.83 Clear notes An-Najah Rank(5( 3.12 8.70 Competitor Rank(5( 2.91 Improve research skills An-Najah Rank(5( 2.54 8.52 Competitor Rank(5( 2.23

Comparison Chart

These technical specifications that are related and have effects of products

quality aspects are called (voice of company)Technical “ Voice of Engineer’s”

1. Sufficient knowledge. 2. Give gaps between successive exams

3. Lecturing Skills. 4. Examinations scheme should be

prepared in advance

5. Examination skills. 6. Discuss more real cases related to the

course

7. Punctuality. 8. Electronic learning availability

9. Flexible treatment. 10. Recorded Lectures

11. Competent in Technology and software’s.

12. Software training Sessions

13. Staff Practical Experience. 14. Large library resources

15. Available during office hours. 16. Number of computer labs

17. Sufficient number of teaching stuff. 18. Flexible computer labs work hours

19. Explain tough topics easily. 20. Smart rooms

21. Recruiting more staff. 22. LCD's in each class

23. Decrease teaching load on teachers. 24. Engineering instrument Laboratories

25. Training Courses. 26. More restrictive rules in education

area's

27. Educational Trips. 28. Creative exercises and questions in the

class

29. Group presentations. 30. Enhance reading desire

31. Appropriate size of classes. 32. Homework assignments and Projects

33. Sufficient lighting system in the class. 34. Class discussion

35. Conditioning and heating system in the class.

36. Isolate the classes from student gathered places

37. Comfortable chairs in the class. 38. Specific number of students in the class

39. Center for communication with students.

Voice of Engineering (HOW)

Target Value

It is also called roof matrix because it lies over voice of company row. It was designed to determine the effect of one technical feature on the others.

The Correlation Matrix

The aim of this matrix is to convert customer requirements into solutions that meet those needs.

The Relationship Matrix

It was designed to show the objective measures which are include a

comparison of customer requirement degree of satisfaction against

the proposed degree

required By

An-Najah National

University.

Planning Matrix

The Planning Matrix

Technical scores depends on the

relationship matrix between voice

of customers and voice of quality.

Technical Scoring

Technical

scoring

Improvement ratios were calculated by dividing the proposed target value over the current rate

For example, the first point has an improvement ratio (1.00 ) calculated by (3.18 / 3.18) = 1.00

Scores were calculated by multiplying the importance of each customer need with its improvement ratio.

For example, the first point has a score equals to ( 9.29) calculated by(1.00*9.29) = 9.29

Technical scores was calculated by summing of multiplying the value of each the relationship with score % of each need related.

For example, the first technical a score equal to (102.2) calculated by 9*3.19+9*3.67+3.77= 102.2

Sample Calculation

Recommendations

Language skills

Lecturing skills.

Group presentations and homework and project assignment.

Class discussion.

Books availability

Large library resources.

Electronic learning.

Appropriate education environment in the class

Appropriate size of classes

Sufficient lighting system in the class

Conditioning and heating system in the class

Comfortable chairs in the class

LCD’s in each class

Isolate classes from student gathered places

Specific number of students in the class (Max. 35 students).

More restrictive rules in education area’s

Availability of computer labs and internet access ability

Number of computer labs (One lab for each department)

Flexible computer labs work hours

Specify special labs used for lecturing and software’s sessions.

Conclusions

QFD is a powerful tool in service and industry.

Can be applied in education activity at every stage.

Identify weaknesses in educational process in Engineering Faculty and our position with respect to competitors .

Successful in determining policies, which would result in a better satisfaction of the

students.