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Page 1: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

EXCEL E-LEARNING Practical Business Performance Excellence

An unlimited preview copy of “Quality Function Deployment” (QFD)

Copyright © 2002 Excel Partnership Inc

Page 2: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Please make sure you have Adobe® Acrobat® Reader version 5.0 or later.

You can get it either from your Information Systems department, or (provided your computer management policy allows) download it direct from www.adobe.com at no charge.

Adobe and Acrobat are either registered trademarks or trademarks of Adobe Systems Inc.

Copyright © 2002 Excel Partnership Inc.All rights reserved.

No part of this electronic document or its associated computer programs may be reproduced or distributed in any form without prior written permission from Excel Partnership Inc except in the case of brief quotations and screenshots in critical articles and reviews. Making copies of any part of this electronic document or its associated computer programs for any purpose other than product evaluation is a violation of United States copyright laws.

Product Number: 42-1600 Preview Revision: 010703

Before you Start

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Copyright © 2002 Excel Partnership Inc

Interacting with EXCEL e-LEARNING

• When a page features interactions like quizzes, we make the Next Page button at the bottom of the page disappear to draw your attention. Such quizzes do not contribute to your grading in the final test.

• When you see text underlined like this, move your mouse over it for extra detail.• We annotate diagrams in a similar way: move your mouse over the green box

below.• To get to another page quickly, hit the Esc key, then double click either Thumbnails

or Bookmarks to find the page you want. To get back to full screen mode (recommended) select View-Full Screen.

Box A (no annotation)

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About this preview

Page 4: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

About EXCEL e-LEARNING

Download Excel e-Learning modules onto your computer. Study off-line, at your convenience. No special software or on-line connection required for study.

Practical, proven content. No useless theory. Delivered in an engaging, interesting manner –even entertaining at times.

Take the automated multiple choice test, add another valuable certificate to your training record.

Download

Study

Test

Page 5: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

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Reduced costs of quality training

Increases value of Instructor-led training

Study where and when you like

Easy to schedule with daily work

Practical content; engaging presentation

Simple technology; no license hassles

Automated test management

Benefits of EXCEL e-LEARNING

Page 6: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Excel e-Learning products can be purchased to work either • with your Learning Management System or • through our e-Learning Portal.

(What’s a Learning Management System?)

Learning Management System

Learners downloadExcel e-Learning

modules: study off-line

Learners take the test on-line

Managers access reports on-line

Move your mouse over the picture to learn more

EXCEL e-LEARNING Technology

Page 7: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Managing EXCEL e-LEARNING

Essentially, the ISO 9001:2000 requirements for competence, awareness and training mean that not only must people be trained, but the effectiveness of the training must be evaluated.

Excel e-Learning products come with an automated test which can be administered either via your Learning Management System, or through the Excel e-Learning Portal.

The test comprises 10 multiple choice questions and the pass mark is 75%. The questions are chosen at random from a larger selection, so that a Learner can attempt the test several times. Since the Learner could have the tutorial available for consultation during the test, the questions are designed with this in mind: like ISO 9001 auditor examinations, the test is “open book.”

The Excel e-Learning Portal (like most Learning Management Systems) provides the capability for managers to access reports on their Learners, showing who passed, who failed – and who has yet to try.

Excel e-Learning technology makes it practical and easy to train a workforce and monitor effectiveness.

Page 8: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Quality Function Deployment – Preview

Page 9: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Who should Study QFD?

QFD is a technique which enables product managers and engineers to analyze and prioritize complex feature sets, taking into account several factors such as the Voice of the Customer and competitive positioning.. QFD should be studed by managers and engineers who wish to rationalize their process for identifying and prioritizing product requirements.

Page 10: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

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Sample Pages

To give you an idea of the look and feel of the course, the following pages comprise the

Agenda, and the first several pages of the introductory Overview module.

Page 11: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Quality Function Deployment - Course Objectives

This course will introduce you to Quality Function Deployment, a discipline forensuring that the “voice of the customer” is at the core of every design andproduction activity in your organization. The primary objective of this course isto prepare you to participate on a QFD study team.

Here is the course agenda. Although we recommend you study the segmentsin order, you can skip or repeat segments if you like.

Agenda

• Introduction to QFD

• The House of Quality (HOQ)

• The Voice of the Customer

• Phases of QFD

• Starting a QFD Pilot Study

Page 12: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Introduction to QFD

Quality Function Deployment

Page 13: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Definition and Purpose of QFD

Introduction

These days, it’s not enough to make it better… or cheaper…or faster. Now you must accomplish all three simultaneouslyin order to compete.

Difficult? Yes.Impossible? No.

Today there are organizations that offer higher quality thantheir competition, with lower development costs and shorterlead times.

Although they may use a variety of techniques and disciplines,one methodology can contribute greatly to the success of anydevelopment effort: Quality Function Deployment, or QFD.

Page 14: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Definition and Purpose of QFD

What is QFD?

Quality Function Deployment is generally defined as “a discipline forproduct planning and development in which key customer wants andneeds are deployed throughout an organization.”

Or, in a bit simpler terms, QFD is a structured method for listeningcarefully to your customers, then translating their wants and needsinto your organization’s internal technical requirements – fromcomponent design to final assembly.

With QFD, you can create a design that’s right from the start, andavoid making one redesign after another during development.

But just what does thename “Quality Function

Deployment” mean?

Page 15: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Definition and Purpose of QFD

QFD represents a different approach to design and developmentfor many organizations. Think about these activities in yourorganization. Does product development resemble a series ofhand-offs in which one group or department satisfies its ownneeds and concerns, then passes the job on to the next group todo the same? The practice of “throwing it over the wall” usuallyresults in numerous engineering changes, start-up problems andearly revisions to new products.

In contrast, QFD brings groups together when a product is stilljust an idea. QFD teams ought to include members from alldevelopment-related functions.

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Definition and Purpose of QFD

The simultaneous, up-front involvement of key functions does not always happen with non-QFD development.Also consider that QFD allows you to optimize the product and the process concurrently. This differs frommost traditional development efforts in which it’s often assumed that:

• problems with the process will require solutions during production, and...• customer dislikes will require fixes after the product has been introduced.

Page 17: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Definition and Purpose of QFD

So, what’s involved with a QFD study?

All QFD efforts are ultimately based on customer requirements, or “the voice of thecustomer.” So, first you must go directly to your customers, ask them lots of questions,and listen carefully to their wants and needs. This can be a major task, especially if yourproduct has many customer groups.

Next, the development process must proceed in such a way that the voice of the customerwill not be miscommunicated, misinterpreted or simply lost somewhere between conceptand delivery of the product or service. This is accomplished by translating customerwants and needs into technical or company-specific language throughout the process:from research to product design, production, sales, shipping and ongoing process control.

Page 18: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

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Definition and Purpose of QFD

More specifically, the translation of customers’ wants and needs is generally done in four phases that aredocumented in a series of matrices.

TechnicalRequirements

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Phase 1:Product Planning

Phase 4:Process ControlPlanning

Phase 3:Process Planning

Phase 2:Product Design

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Copyright © 2002 Excel Partnership Inc

Definition and Purpose of QFD

To illustrate how the series of translations works, assume that your organizationmanufactures pinball games.

Of the many requirements that your customers have for your product, one of the higherpriorities is that:

Using QFD, let’s see how the voice of the customer translates into technicalrequirements at several levels.

“All of the game featuresmust work all of the time.”

Page 20: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

Copyright © 2002 Excel Partnership Inc

Definition and Purpose of QFD

With a specific customer requirement identified, you’ll need to determine what technical requirements will fulfill it.There could be several important factors to consider, but you decide to start with the flippers. You determine thatthe flippers must operate 250,000 times without failing. That’s your target value: 250,000 times. It’s important toquantify technical requirements as early in the design process as possible so you know what you’re aiming for.

In the first matrix, you’ll recordthe the translations of customerrequirements to technicalrequirements.

TechnicalRequirements

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Page 21: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

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Definition and Purpose of QFD

Next, after you’ve identified specific technical requirements or design features, you’ll translate them into specificpart characteristics.

In the second matrix, you’llrecord the translations oftechnical requirements intospecific part characteristics.

For the pinball flippers, assume that their metal brackets are a potentially critical area of failure if they’re notproperly designed. In order to prevent this from occurring, you specify two critical characteristics:

• a bend of 90º ±1º and…• a hardness of 50-60 Rockwell.

TechnicalRequirements

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Page 22: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

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Definition and Purpose of QFD

In Phase 3, you will determine the production processes to be used, as well as some critical processcharacteristics.

In the third matrix, you’llrecord the translations of partcharacteristics to processcharacteristics.

For production of the the flippers’ metal brackets, process characteristics might specify:• The height at which the forming die is positioned, and…• The amount of force that’s applied by the ram of the press.

TechnicalRequirements

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ProcessCharacteristics

Page 23: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

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Definition and Purpose of QFD

Finally, you’ll create a detailed plan for controlling critical process characteristics. This helps to ensure thatprocesses operate as needed to produce the required part characteristics.

In the fourth and final phase, critical process characteristics are translated into control methods to ensurethat processes operate as needed.

Control methods for the processes that produces the pinball flipper brackets might include:• Checking the die sharpness after every 5,000 pieces.• Performing machine maintenance at scheduled intervals.• Using certain gages or instruments to take dimensional measurements.• Identifying a sampling plan and plotting the process output on a control chart.

TechnicalRequirements

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Process ControlMethods

Page 24: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

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Definition and Purpose of QFD

As you’ve seen in the pinball example, QFD provides a logical progression of translations, all ultimately based onthe voice of the customer. It helps to ensure that every decision you make and every action you take throughoutthe design, development and production of a product or service is based on your customers’ needs.

TechnicalRequirements

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ProcessCharacteristics

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Process ControlMethods

Phase 1:Product Planning

Phase 4:Process ControlPlanning

Phase 3:Process Planning

Phase 2:Product Design

Page 25: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

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Definition and Purpose of QFD

So, why is it so important to use QFD’s structured approach?

The simplest measure of a product’s quality is how well it satisfiesits customers. In some companies, “customer perception is allthere is.” Therefore, it’s critical that you clearly identify,communicate and document customers’ wants and needs atall stages of product development.

Perhaps your organization already does this. Even so, askyourself if you’ve encountered any of these obstacles:

• Communication problems.• Differences in interpretation.• Long development cycles.• Personnel changes.

Page 26: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

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Definition and Purpose of QFD

Why Use QFD?

QFD can help you avoid many typical development problems. It minimizes the effects of theproblems just mentioned, and also provides several additional advantages:

• It provides a systematic means of evaluating how well you and your competitors meetcustomer needs, so you can more easily identify opportunities for gaining a competitiveedge.

• It’s extremely flexible, so it’s easily tailored for specific applications.• It brings together a multi-functional team very early in the development process, when a

product or service is just an idea, so all the key departments are involved from the start.

Page 27: An unlimited preview copy of “Quality Function Deployment ...€¦ · Quality Function Deployment - Course Objectives This course will introduce you to Quality Function Deployment,

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Definition and Purpose of QFD

When to Use QFD

QFD is broadly applicable to virtually any type of product or service in any industrysegment. For instance, it’s useful for all types of discrete manufacturing, continuous andbatch processes, software development, construction projects and customer serviceactivities in the airline, hotel and financial services industries.

Will it work for yourcomplex, sophisticated

products?

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Definition and Purpose of QFD

In addition, QFD helps to ensure that your organization doesn’tdesign and develop products or services that are based on the“voice of the engineer.” Just because the knowledge ortechnology exists to produce a product or service doesn’tmean that customers will buy it. You might develop productswith advanced, innovative features that fail for lack of a market.

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End of Sample Pages

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Summary by Quiz

One feature of Excel e-Learning is reinforcement of key teaching points with simple quizzes, much as a live instructor challenges the class with quick-fire questions. So, check the four true statements about Excel e-Learning …

Excel e-Learning modules can be studied where and when the Learner chooses

Excel e-Learning modules feature practical, engaging content

Excel e-Learning is supplied complete with automated tests

Excel e-Learning reduces training costs by eliminating instructors (for hard skills training: blended programs use instructors for soft and complex skills training)

Like Quality, Excel e-Learning is Free!

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End of Preview of QFD

Copyright © 2002 Excel Partnership Inc

EXCEL E-LEARNING Practical Business Performance Excellence

Learning Management System

For more information or to order call 1 800 374 3818

For more information visit www.excel-elearning.com