HOQ

1. QUALITY TOOLS &
TECHNIQUES–II
By: -
Hakeem–Ur–Rehman
MS–Total Quality Management
IRCA(UK) Lead Auditor QMS
MSc (Information & Operations Management)
IQTM–PU 1
TQ T
QUALITY FUNCTION DEPLOYMENT:
HOUSE OF QUALITY

2. QFD: AN INTRODUCTION
 QFD was developed in Japan in the late 1960s by Professors
Shigeru Mizuno and Yoji Akao.
 The purpose of Professors Mizuno and Akao was to develop
a quality assurance method that would design customer
satisfaction into a product before it was manufacturered.
Prior quality control methods were primarily aimed at fixing
a problem during or after manufacturing.
 “Quality Function Deployment (QFD) is a methodology for
building the "Voice of the Customer" into product and
service design. It is a team tool which captures customer
requirements and translates those needs into characteristics
about a product or service”

3. QFD: DEFINITION
 Yoji Akao’s definition of QFD is:
 “QFD is a method for developing a design
quality aimed at satisfying the consumer
and then translating the consumer’s
demands into design targets and major
Quality Assurance (QA) points to be used
throughout the production phase.”

4. PHASES OF THE QFD
NOTES:
 “Design Attributes” are also called “Functional Requirements”
 “Component Attributes” are also called “Part Characteristics”
 “Process Operations” are also called “Manufacturing Processes” and
 The “Quality Control Plan” refers to “Key Process Variables.
HOWS

5. QFD:HOUSE OF QUALITY
Customer
Requirements
(Whats)
Relationship
Matrix
(Whats vs. Hows”)
Customer
Market
Evaluation
(Whats vs. Whys)
Degree of Technical Difficulty
Technical Specifications
(Hows)
Correlation Matrix
(Hows vs. Hows)
How muchs
Whys
Target Goals
Technical Competitive Evaluations
Overall Importance Ratings
Customer
Importance
Rating

7. STEPS TO BUILD HOUSE OF QUALITY
1. Identify the Customer Requirements (WHATs)
2. Identify the Technical Requirements (HOWs)
3. Develop a Relationship Matrix Between WHATs & HOWs
4. Develop an Interrelationship (Correlation) Matrix Between HOWs
5. Competitive Assessments
 Customer Competitive Assessments
 Technical Competitive Assessments
6. Develop Prioritized Customer Requirements
 Importance to Customer
 Target Value
 Scale–Up Factor
 Sale Point
 Absolute Weight
7. Develop Prioritized Technical Descriptors
 Degree of Difficulty
 Target Value
 Absolute Weight
 Relative Weight

8. HOUSE OF QUALITY: EXAMPLE
HANDLEBAR STEMS FOR MOUNTAIN BIKES

9. HOUSE OF QUALITY: AN EXAMPLE
1. Identify the Customer Requirements (WHATs)
HANDLEBAR STEMS FOR
MOUNTAIN BIKES

10. HOUSE OF QUALITY: AN EXAMPLE
2. Identify the Technical Requirements (HOWs)
HANDLEBAR STEMS FOR
MOUNTAIN BIKES

11. HOUSE OF QUALITY: AN EXAMPLE
3. Develop a Relationship Matrix Between WHATs & HOWs
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
Strong
Medium
Weak
+9
+3
+1
Relationship between
Customer
Requirements and
Technical Descriptors
WHATs vs. HOWs

12. HOUSE OF QUALITY: AN EXAMPLE
4. Develop an Interrelationship (Correlation) Matrix Between HOWs
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
x = Design Trade-offs

13. HOUSE OF QUALITY: AN EXAMPLE
5. a) Competitive Assessments (Customer Competitive Assessments):
HANDLEBAR STEMS FOR
MOUNTAIN BIKES

14. HOUSE OF QUALITY: AN EXAMPLE
5. b) Competitive Assessments (Technical Competitive Assessments):
HANDLEBAR STEMS FOR
MOUNTAIN BIKES

15. HOUSE OF QUALITY: AN EXAMPLE
6. Develop Prioritized Customer
Requirements
 Importance to
Customer
 Target Value
 Scale–Up Factor
 Sale Point
 Absolute Weight
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
Absolute Weight = (Importance to
Customer X Scale-Up Factor X Sales
Point)

16. HOUSE OF QUALITY: AN EXAMPLE
7. Develop Prioritized
Technical Descriptors
 Degree of Difficulty
 Target Value
 Absolute Weight
 Relative Weight
HANDLEBAR STEMS FOR
MOUNTAIN BIKES
Absolute Weight = (9 X 8 + 1 X 5 + 9 X
5 + 9 X 2 + 9 X 7 + 3 X 5 + 3 X 3 = 227)
Relative Weight = (3 X 16 + 9 X 8 + 9
X 5 + 3 X 2 + 0 X 18 + 3 X 5 + 9 X 3=
213)

17. HOUSE OF QUALITY: AN EXAMPLE
HANDLEBAR STEMS FOR MOUNTAIN BIKES

18. QUESTIONS