Advanced QFD Applications

Thong Ngee Goh, Xie Min, Kay Chuan Tan

Description

This book focuses on the collection, interpretation, and analysis of the voice of the customers (VOC) and serves as an excellent reference or textbook for learning how to apply QFD. Following this unique approach for capturing the VOC will ensure your product/service meets their needs. Included is a discussion of recent advances in QFD methodology, methods for strategically analyzing and selecting benchmarks, and examples through case studies. Contents: Introduction to Quality Function Deployment, Decision Making Using the House of Quality, Variability Analysis in QFD, QFD for Service Quality Analysis, The Implementation of QFD-based Linguistic Data, Benchmarking in QFD for Quality Improvement

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Vente
• Total Quality Management
• Gestion et management
• Economics
• Gestion des ventes

Informations

• Publié par: ASQ Quality Press
• Date de parution: 01 février 2003
• Nombre de lectures: 0
• EAN13: 9780873892940
• Langue: English
• Poids de l'ouvrage: 1 Mo

Extrait

ADVANCED QFD APPLICATIONS

Also available from ASQ Quality Press:

Customer Driven Healthcare: QFD for Process Improvement and Cost Reduction Ed Chaplin and John Terninko

Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs Terry G. Vavra

Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development Caroline Fisher and James Schutta

Principles and Practices of Organizational Performance Excellence Thomas J. Cartin

Quality Function Deployment: Linking a Company with Its Customers Ronald G. Day

Breaking the Constraints to WorldClass Performance H. William Dettmer

Goldratt's Theory of Constraints: A Systems Approach to Continuous Improvement H. William Dettmer

To request a complimentary catalog of ASQ Quality Press publications, call [phone], or visit our Web site at http://qualitypress.asq.org

ADVANCED QFD APPLICATIONS

Min Xie, Kay-Chuan Tan, and Thong Ngee Goh

ASQ Quality Press Milwaukee, Wisconsin

American Society for Quality, Quality Press, Milwaukee 53203 © 2003 by ASQ All rights reserved. Published 2003 Printed in the United States of America 12 11 10 09 08 07 06 05 04 03 5 4 3 2 1

Library of Congress Cataloging-in-Publication Data

Xie, M. (Min) Advanced QFD applications / by Min Xie, Kay-Chuan Tan, and Thong Ngee Goh. p. cm.

Includes bibliographical references and index. ISBN 0-87389-586-X 1. Quality function deployment. I. Goh, T. N. (Thong Ngee) II. Tan, K. C. III. Title.

TS156.X52 2003 658.5'62--dc21

ISBN 0-87389-586-X

2003005125

No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

Publisher: William A. Tony Acquisitions Editor: Annemieke Koudstaal Project Editor: Paul O’Mara Production Administrator: Gretchen Trautman Special Marketing Representative: Robin Barry

ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange.

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Table of Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter1Introduction . . . . . . . . . . . . . . . . . . . . DefinitionandusesofQFD . . . . . . . . . . . . . . . . DevelopmentofQFD . . . . . . . . . . . . . . . . . . . . QFDapplications . . . . . . . . . . . . . . . . . . . . . . Scopeandobjectives . . . . . . . . . . . . . . . . . . . .

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1 1 4 5 7

Chapter2QFDBasics . . . . . . . . . . . . . . . . . . . . . 9 HouseofQuality . . . . . . . . . . . . . . . . . . . . . . 9 ConstructionoftheHouseofQuality . . . . . . . . . . . 12 AQFDapplicationexample . . . . . . . . . . . . . . . . 18 RecentdevelopmentoftheQFDmethodology . . . . . . 25

Chapter3FutureVoiceofCustomer . . . . . . . . . . . . . VOCwithafuturedimension . . . . . . . . . . . . . . . UseofthefutureVOC . . . . . . . . . . . . . . . . . . . Useofforecastingmethods . . . . . . . . . . . . . . . . . Useoffuzzytrendanalysis . . . . . . . . . . . . . . . . . Discussion . . . . . . . . . . . . . . . . . . . . . . . . .

31 32 33 41 46 55

Chapter4VariabilityAnalysisinQFD . . . . . . . . . . . . 59 TheneedforvariabilityanalysisinQFD . . . . . . . . . 60 Variability analysis of engineering characteristics in QFD . .

v

62

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Table of Contents

Anapplicationexample . . . . . . . . . . . . . . . . . . Sensitivitystudyofcustomervoice . . . . . . . . . . . . Discussion . . . . . . . . . . . . . . . . . . . . . . . . .

65 68 80

Chapter 5 Prioritization and Decision making using QFD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Optimizationmodelforcustomersatisfaction . . . . . . . Applying Analytical Hierarchy Process technique to QFD . . UseofAHPforPrioritization . . . . . . . . . . . . . . . 94 Integration of QFD and Design of Experiment . . . . . .

Chapter 6 Benchmarking for Quality Improvement . . . . Importanceofbenchmarking . . . . . . . . . . . . . . . . 107 Useofhierarchicalbenchmarks . . . . . . . . . . . . . . 111 Analysisofbenchmarkingdata . . . . . . . . . . . . . . . 114 Discussion . . . . . . . . . . . . . . . . . . . . . . . . . 119

84

Chapter7IntegratingKano’sModelintoQFD . . . . . . . 121 Prioritizationforcustomersatisfaction . . . . . . . . . . . 122 Understanding customer satisfaction with Kano’s model . Anintegrationprocessmodel . . . . . . . . . . . . . . . 127 Discussion . . . . . . . . . . . . . . . . . . . . . . . . . 131 Anillustrativeexample . . . . . . . . . . . . . . . . . . . 132

Chapter8QFDforServiceQualityAnalysis . . . . . . . . 138 Servicequalityconcept . . . . . . . . . . . . . . . . . . . 138 SERVQUALvs.QFD . . . . . . . . . . . . . . . . . . . 143 Integration of Kano’s Model, SERVQUAL, and QFD . . .

Chapter 9 Some Advanced QFD Implementation Issues . . UsingQFDforsegmentedcustomergroups . . . . . . . . 149 Implementation of QFD based on linguistic data . . . . . SizereductionoflargeHOQ . . . . . . . . . . . . . . . . 168

93

100

107

123

145

149

159

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

About the Authors . . . . . . . . . . . . . . . . . . . . . . . .

References . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Index

 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Table of Contents

179

183

185

197

vii

Preface

uality is probably the most important selling point today. Higher quality eventually leads to a larger market share, a higher selling Q price, or both, thus higher profit. Quality engineering aims at analyzing products and processes to reduce production cost and improve customer satisfaction. It is important to study the tools that can be used for these purposes. Quality function deployment (QFD) is a widely–used tool in both quality management and quality engineering. QFD helps to translate customer needs and requirements into product and process design characteristics so that they can be best designed to improve customer satisfaction. However, most of the existing literature on QFD deals mainly with the basic QFD applications and their general benefits. An integral part of QFD, the house of quality (HOQ), for example, is generally not analyzed beyond its basic formulation. The aim of this book is to take some steps beyond the basic QFD analysis to maximize its potential in practical applications. The emphasis is on both quantitative and qualitative analyses. A number of techniques for further analysis of the HOQ are described and illustrated with simple examples. Although we hope that the readers will have some basic idea of QFD in order to read and use this book, no in-depth knowledge or experience with QFD is required. A general discussion is presented in Chapter 1 to provide some historical background of QFD. Chapter 2 contains a basic introduction to QFD that is suitable for beginners. An application example is presented. In this chapter, a summary of some current studies of advanced QFD analysis is also provided.

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