Quality function deployment and Six Sigma: a QFD handbook

✍ Scribed by Ficalora, Joseph P;Cohen, Louis

• Publisher: Prentice Hall PTR
• Year: 2009;2010
• Tongue: English
• Leaves: 476
• Edition: 2nd ed
• Category: Library

✦ Synopsis

Make the Most of QFD and the Voice of the Customer in Six Sigma Environments Quality Function Deployment (QFD) techniques have helped thousands of organizations deliver higher-quality, more user-focused product designs. Now, Lou Cohen's classic guide to QFD has been thoroughly updated to fully align QFD with Design for Six Sigma (DFSS) and other state-of-the-art Six Sigma methodologies. Revised by world-class Six Sigma expert Joe Ficalora and his team at Sigma Breakthrough Technologies, this new edition's up-to-date perspective on QFD reflects dozens of successful Six Sigma and DFSS deployments. They offer a start-to-finish methodology for implementing QFD, and systematically illuminate powerful linkages between QFD and Six Sigma, DFSS, Marketing for Six Sigma (MFSS), and Technology for Six Sigma (TFSS). An expanded, start-to-finish case study demonstrates how QFD should function from all angles, from design and marketing to technology and service. Learn how to Identify the roles and advantages of QFD in today's global business environment Understand every element of the House of Quality (HOQ) Use QFD to drive more competitive product and service development Move from the processes you have to the processes you want Anticipate QFD's unique challenges, overcome its obstacles, and deploy it successfully Extend the HOQ concept all the way through project completion Deploy powerful Voice of the Customer (VOC) techniques throughout all phases of development, not just planning Adapt QFD for software development, service development, and organizational planning Whether you're working in operations, engineering, marketing, technology, or service development, this book will help you drive maximum value from all your Six Sigma, QFD, VOC, and DFSS investments.;Part I: About quality function deployment (QFD) and Six Sigma: What are QFD and Six Sigma? -- How QFD fits in the organization -- Tying QFD to design, marketing, and technology -- Part II: QFD at ground level: Support tools for QFD -- Overview of the house of quality -- Customer needs and benefits section -- The product planning matrix -- Substitute quality characteristics (technical response) -- Impacts, relationships, and priorities -- Technical correlations -- Technical benchmarks -- Targets -- Part III: QFD from 10,000 feet: The larger picture: QFD and its relationship to the product development cycle -- QFD in an imperfect world -- Part IV: QFD handbook: Introduction to the handbook -- Phase 0: Planning QFD -- Phase 1: Gathering the voice of the customer -- Phase 2 and phase 3: Building the house and analysis -- Part V: Beyond the house of quality: Beyond the house of quality --Special applications of QFD -- QFD in service businesses.

✦ Table of Contents

Cover......Page 1
Contents......Page 10
Foreword......Page 16
Preface......Page 18
Acknowledgments......Page 24
About the Authors......Page 26
PART I: ABOUT QUALITY FUNCTION DEPLOYMENT AND SIX SIGMA......Page 28
1.1 Brief Capsule Description......Page 30
1.2 What Is Six Sigma?......Page 37
1.3 History of QFD and Six Sigma......Page 46
1.4 What Is QFD Being Used for Today?......Page 54
1.5 Discussion Questions......Page 56
Chapter 2 How QFD Fits in the Organization......Page 58
2.1 The Challenge to the Organization......Page 59
2.2 Increasing Revenues......Page 61
2.3 Decreasing Costs......Page 62
2.4 Dealing with Market Shifts and Cycle-Time Reduction......Page 63
2.5 Challenges to Rapid Product Development......Page 65
2.6 QFD's Role as Communication Tool......Page 70
2.7 Concurrent Engineering: A Paradigm Shift......Page 71
2.8 Kano's Model......Page 74
2.9 The Lessons of Kano's Model......Page 79
2.11 Discussion Questions......Page 80
Chapter 3 Tying QFD to Design, Marketing, and Technology......Page 82
3.1 QFD and Design for Six Sigma (DFSS)......Page 83
3.2 QFD and Six Sigma Process Design......Page 90
3.3 QFD and Marketing for Six Sigma......Page 94
3.4 QFD and Technology for Six Sigma......Page 96
3.5 Summary......Page 102
3.6 Discussion Questions......Page 103
PART II: QFD AT GROUND LEVEL......Page 104
Chapter 4 Support Tools for QFD......Page 106
4.1 The Seven Management and Planning Tools......Page 107
4.2 Affinity Diagram......Page 108
4.3 Tree Diagram......Page 116
4.4 The Matrix Diagram......Page 118
4.5 The Prioritization Matrix......Page 120
4.6 Additional Tools for QFD Practitioners from Six Sigma......Page 124
4.8 Discussion Questions......Page 136
Chapter 5 Overview of the House of Quality......Page 140
5.1 Tour of the House of Quality......Page 141
5.2 Summary......Page 145
5.3 Discussion Questions......Page 146
Chapter 6 Customer Needs and Benefits Section......Page 148
6.1 Gather the Voice of the Customer......Page 150
6.2 Sort the Voice of the Customer into Major Categories......Page 153
6.3 Structure the Needs......Page 164
6.4 Summary......Page 166
6.5 Discussion Questions......Page 167
Chapter 7 The Product Planning Matrix......Page 168
7.1 Importance to the Customer......Page 171
7.2 Customer Satisfaction Performance......Page 178
7.3 Competitive Satisfaction Performance......Page 181
7.4 Goal and Improvement Ratio......Page 185
7.5 Sales Point......Page 189
7.6 Raw Weight......Page 191
7.7 Normalized Raw Weight......Page 193
7.8 Cumulative Normalized Raw Weight......Page 195
7.9 Summary......Page 197
7.10 Discussion Questions......Page 198
Chapter 8 Substitute Quality Characteristics (Technical Response)......Page 200
8.1 Top Level Performance Measurements......Page 203
8.2 Product Functions......Page 208
8.3 Product Subsystems......Page 211
8.4 Process Steps......Page 213
8.5 Summary......Page 216
8.6 Discussion Questions......Page 217
Chapter 9 Impacts, Relationships, and Priorities......Page 218
9.1 Amount of Impact......Page 219
9.2 Impact Values......Page 223
9.3 Priorities of Substitute Quality Characteristics......Page 224
9.4 Negative Impacts......Page 225
9.5 Many-to-Many Relationships......Page 227
9.7 Discussion Questions......Page 229
10.1 Meaning of Technical Correlations......Page 230
10.2 Responsibility and Communication......Page 233
10.3 Correlations Network......Page 234
10.4 Other Considerations......Page 236
10.6 Discussion Questions......Page 237
Chapter 11 Technical Benchmarks......Page 238
11.1 Benchmarking Performance Measures......Page 240
11.2 Benchmarking Functionality......Page 241
11.4 Discussion Questions......Page 242
Chapter 12 Targets......Page 244
12.1 Numerical Targets......Page 246
12.2 Nonnumeric Targets......Page 250
12.3 Summary......Page 252
12.4 Discussion Questions......Page 253
PART III: QFD FROM 10,000 FEET......Page 254
Chapter 13 The Larger Picture: QFD and Its Relationship to the Product Development Cycle......Page 256
13.1 Cross-Functional Communication......Page 257
13.2 Enhanced QFD and Concept Selection......Page 259
13.3 Robustness of Product or Service......Page 267
13.4 Summary......Page 269
13.5 Discussion Questions......Page 270
Chapter 14 QFD in an Imperfect World......Page 272
14.1 Marketing Functions in Engineering-Driven Environments......Page 273
14.2 Engineering Functions in Marketing-Driven Environments......Page 274
14.3 QFD in Engineering-Driven Organizations......Page 275
14.4 QFD in Marketing-Driven Organizations......Page 277
14.6 Sales and QFD......Page 278
14.7 Service and QFD......Page 279
14.8 Exerting Influence Beyond Organizational Barriers......Page 280
14.9 Summary......Page 282
14.10 Discussion Questions......Page 283
PART IV: QFD HANDBOOK......Page 284
Chapter 15 Introduction to the Handbook......Page 286
15.1 The QFD Manager's Role......Page 288
15.2 Summary......Page 289
Chapter 16 Phase 0: Planning QFD......Page 290
16.1 Establish Organizational Support......Page 291
16.2 Determine Objectives......Page 292
16.3 Decide on the Customer......Page 293
16.4 Decide on the Time Horizon......Page 304
16.5 Decide on the Product Scope......Page 305
16.6 Decide on the Team and Its Relationship to the Organization......Page 306
16.7 Create a Schedule for the QFD......Page 308
16.8 Acquire the Facilities and Materials......Page 324
16.9 Summary......Page 327
16.10 Discussion Questions......Page 328
Chapter 17 Phase 1: Gathering the Voice of the Customer......Page 330
17.1 Voice of the Customer Overview......Page 331
17.2 Qualitative Data and Quantitative Data......Page 335
17.3 Gathering Qualitative Data......Page 336
17.4 Reactive Versus Proactive Modes......Page 361
17.5 Analyzing Customer Data......Page 362
17.6 Quantifying the Data......Page 364
17.7 Classifying Customer Needs......Page 365
17.8 Summary......Page 370
17.9 Discussion Questions......Page 371
18.1 Sequencing of Events......Page 372
18.2 Group Processes/Consensus Processes......Page 377
18.4 Discussion Questions......Page 381
PART V: BEYOND THE HOUSE OF QUALITY......Page 382
Chapter 19 Beyond the House of Quality......Page 384
19.1 The Clausing Four-Phase Model......Page 386
19.2 The Akao Matrix of Matrices......Page 390
19.3 Summary......Page 393
19.4 Discussion Questions......Page 394
20.1 QFD in DFSS Environments......Page 396
20.2 Total Quality Management......Page 400
20.3 Strategic Product Planning......Page 401
20.4 Organizational Planning......Page 405
20.5 Cost Deployment......Page 408
20.6 Software Development......Page 409
20.7 QFD for the Service Industry......Page 411
20.8 QFD and TRIZ Environments......Page 413
20.9 Summary......Page 414
20.10 Discussion Questions......Page 415
Chapter 21 QFD in Service Businesses......Page 416
21.1 QFD in a Residential Solar-Power Installation......Page 419
21.2 VOC and QFD in an Urban Coffeehouse Renewal......Page 448
21.3 Discussion Questions......Page 461
B......Page 462
C......Page 463
D......Page 464
F......Page 465
H......Page 466
I......Page 467
M......Page 468
O......Page 469
P......Page 470
Q......Page 471
R......Page 472
S......Page 473
T......Page 474
V......Page 475
Z......Page 476