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Designing a Product, Service, Process or System Using QFD Match Customer & Technical Requirements to Develop and Ch PowerPoint Presentation
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Designing a Product, Service, Process or System Using QFD Match Customer & Technical Requirements to Develop and Choose Design Concepts . Development Process. Mission Statement. Development Plan. Test Concept(s ). Plan Downstream Development. Identify Customer Needs. Establish

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Presentation Transcript
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Designing a Product, Service, Process or System Using QFDMatch Customer & Technical Requirements to Develop and Choose Design Concepts
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Development Process

Mission

Statement

Development

Plan

Test

Concept(s)

Plan

Downstream

Development

Identify

Customer

Needs

Establish

Target

Specifications

Select

Concept(s)

Set

Final

Specifications

Generate

Concepts

Perform Economic Analysis

Benchmark Competitive Products

Build and Test Models and Prototypes

Target Specs

Based on customer needs

and benchmarking

Final Specs

Based on selected concept,

feasibility, models, testing,

and trade-offs

building house of quality

Production

Characteristics

Production

Planning

Process

Planning

Technical Requirements

Design

Selection

Customer

Requirements

Design Options

Building House of Quality

Ladder the Matrices

Process

Characteristics

Design

Options

Voice of the customer

applying qfd
Applying QFD
  • Identify the customer requirements (external and internal).
  • Identify the technical requirements.
  • Use a planning matrix to relate customer requirements to technical requirements before proceeding to designing solutions.
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Customer Requirements

  • Customer requirements are collected through;
  • Surveys
  • Market Studies
  • Literature
  • Focus Groups
  • Observation
  • Benchmark Studies
customer requirements
Customer Requirements

Collecting Customer Requirements is a balance of quality of information and cost of information

Use qualitative & quantitative information together to improve the overall quality of the information gathered at an effective cost

customer requirements1
Customer Requirements

Segment the customers or sources of information so you are including all voices but prioritizing direct feedback from your most important sources

Use the Kano model concepts so as to sort and prioritize the information for actions

Rate the strength of the information within the each segment and type of information (i.e. basic, performance or excitement)

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Customer Requirements

  • You know you are talking about Customer Requirements when you are talking about a customer’s experience.
  • Example:
  • I’d like a smooth ride on my bike
  • (customer requirements)
  • v.
  • I’d like a bigger seat and spring loaded suspension (technical product requirements)
technical requirements
Technical Requirements

Technical requirements are obtained from the elements essential for the design of the product, service, process or system.

Example:

I’d like a bigger seat and spring loaded suspension (technical product requirements)

v.

I’d like a smooth ride (customer requirements)

where does your planning matrix lead
Where does your Planning Matrix lead?
  • The planning matrix allows you to put together different solutions in the form of alternative design concetps
  • A design concept is a selection of technical requirements that best satisfy customer requirements.
  • The design concept is evaluated using the design concept evaluation matrix.
design concept developoment matrix
Design Concept Developoment Matrix

Numbers in the cells are the level of each requirement. Letters are design concept options. The final row is the current practice.

conclusion
Conclusion
  • QFD is an effective, although not perfect way, method to improving products, services, processes and systems.
  • The first step is to collect and prioritize customer information.
  • Then match customer and technical requirements.
  • Then produce design alternatives to rank and consider process and production issues before choosing a solution.