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House of Quality Example

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  1. House of Quality Example • An interactive HOQ example • by Professor Robert Hunt, C/-Macquarie University Graduate School of ManagementMacquarie UniversityNew South Wales Australia • HOQ template

  2. Metrics calculation Priorities calculation

  3. Kano’s Model • Reference: Integrating Kano’s model in the planning matrix of quality function deployment; K.C. Tan, X.X. Shen, Total Quality Management, Vol:11 No:8 (2000) 1141-1151 • The quality of a product/service determined by customer satisfaction  factor this into the planning matrix of the QFD process • Kano’s model characterizes three distinct attributes through which the customer satisfaction is affected Attractive Satisfaction One-dimensional Must-be Performance

  4. Kano’s Model • One-dimensional attributes: customer satisfaction is proportional to the level of performance. Ex: mileage/gallon for a new car • Attractive attributes: criteria will greatly, positively influence the satisfactory level of customers. Ex: add-on features of a car, GPS system, etc.. • Must be attributes: criteria must have for a product. These are usually taken for granted and the fulfillment of these will not lead to more satisfaction. Ex: safety of a product, seat belt/airbag • It can be integrated into the QFD by modifying the Improvement ratio (IR) using the following formula • (IR)adjusted=(IR)k, where k is a parameter determined by the designer • k=1/2 for Must be, =1 for One-D, =2 for Attractive • IR is calculated directly as the ratio between the planned rating (PR) and our product (OP) • Ex: item 5: IR=5/2=2.5, this is a must-be for the customer, use k=1/2  (2.5)1/2=1.58, close to the IF=1.6 used. item 1: IR=4/3=1.3, it is deemed an attractive attribute, use k=2  (1.3)2=1.8 higher than IF=1.2 using the original formula

  5. Engineering characteristics Production characteristics Process characteristics Part characteristics Application of QFD process sequentially to structure product, part, process, and production Process Planning Part Design Product Planning Production Planning Targets Customer requirements