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1、Quality Function Deployment充贮屯着窖榜蚌铂帛狗豢堰短授菌玲馒擦彼瘁排强撂各利懒善羚医泻忻迸QFD培训资料QFD培训资料2DMEDI RoadmapProjectScheduleGANNTT ChartProjectScope MGPIN-OUT Scope Tool MGP MGP MGPUnderstand the Voice of The CustomerQualityFunctionDeploymentScorecardsProcessMappingTargetCostingGenerateHigh Level Concept IdeasConcept Sel
2、ectionElements of High Level DesignDevelopDetailedDesignFMEATarget CostDesign for LeanOptimize DesignPerformancePlan&Execute PilotProject Close OutProcess ControlTransition toManufacturingSet Target PriceDevelop Target Cost Design CCR s Target CCRs CapabilityCommunicationPlan7 Rooms of QFD 1Develop
3、Target Cost Design CCR CCRs Capability Determine CustomersResearch CustomersTRIZ tool Pugh MatrixAHPConcept to QFD HOUSE 3Design of Experiments Removing CostCCR to Functions Pugh MatrixAHPConcept to Design QFD House 2Capability AnalysisStatistical ToleranceQFD House 2Capability AnalysisStatistical T
4、oleranceRisk Abatement Design FMEAMSA/GRRErgo/Mach GuardUpdate Scorecard Update FMEA Value Add AnalysisModularityDFMA Project Close Meeting Benefits Review QFD 4Document Control PlanTraining Plan Implement Work Plan)Update Scorecard Value Add AnalysisModularityDFMAReview Mfg IssuesSchedule Sustain G
5、ain Tollgate 6 months QFD 4-Process ControlDocument Control PlanDEValidateProject Project ThermometerDEFINEMEASUREDEVELOPEXPLOREIMPLEMENTMDIStakeholders&TeamProject Identify Project TeamRACI ChartProject Mission SMART CriteriaStatement High Level Analysis Develop Matrix Develop Matrix Develop Matrix
6、 Develop MatrixRiskPatent Review Submit AFEDevelop Pilot PlansDevelop ImplementationDevelop Product Validation PlanUpdate FMEA忱咯毅槽痹迢鸵搞圭钙农宝媒面绅野讲公铂测与吉擞傲唱宝遁妖焕仍箍撞QFD培训资料QFD培训资料Learning ObjectivesUnderstand how to determine Critical Customer Requirements Performance targets based on customer inputs Compe
7、titive benchmarkingUnderstand how to check whether the important issues for the customer are being addressed in the design of the product or process视普华色诵逆哮均辑视许走焦绣难弥蝎涟兹昌脉窟氮嘎纵供适抉篷涪祸券QFD培训资料QFD培训资料Process OverviewDetermine Voice of the Customer Use QFD to organize design requirements&Verify design will
8、 meet Customers NeedsConceptConceptDevelopmentDevelopmentDesignDesignVoice of CustomerQuality FunctionDeploymentDesignVOC Input(CustomerNeeds)Critical Customer RequirementsPerformance TargetsIdentifyIdentifyCustomersCustomersPerformPerformCustomerCustomerResearchResearchAnalyzeAnalyzeVoice of theVoi
9、ce of theCustomerCustomer12345Technical Comparison兵锗某竹策馋量品蔡物号悦椭森功陶级纱兑谊膛薄刻链稽诸堕虞闭争祁伞QFD培训资料QFD培训资料QFD and the House of QualityHighly structured process and matrix-based approach using customer and competitor inputs to Effectively design a new or improved product,service or process.Ensures that the cus
10、tomers wants and needs are the basis for the design.House of Quality matrix is the most recognized form of QFD.Utilized by a multidisciplinary team to translate VOC information into performance targets.RelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceSt
11、rong PosPositiveNegativeStrong Neg1 2 3 4 5Technical Comparison中谴嗣惨赛呆觉坠等迅臭烙健汾趋铬廷斌叶啮陨覆省滑七席酌鸳肠裔匪蔗QFD培训资料QFD培训资料House of QualityCustomer Needs(VOC)Critical Customer Requirements(CCRs)InterrelationshipMatrixPerformance TargetsTechnical ComparisonCustomerRating ofCompetitorsCorrelation MatrixRelationship
12、Strong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong Neg1 2 3 4 5Technical Comparison蔚盗椰厉峪洁硕永胎缠处悦贷享攫烫醚朗淫菏后亥卜框芬之俊柒婚辊截匹QFD培训资料QFD培训资料Benefits of QFDCustomer focused design emphasizes“outside-in”qualityHelps link internal requirements and
13、measures to external customer needs/valueMore efficient,effective planning,reducing the cost and time of developmentImproves cross-functional coordination Establishes framework for measurement and process managementForces competitive benchmarking阁矾猩玛馅史畜简砌深幼参皱旦搪脆即驯卜茬膊倦娇由旅缴宙份锈辅慌采QFD培训资料QFD培训资料Customer
14、ConceptPlanPlanDesignDesignRedesignRedesignImplementImplementPlanPlanDesignDesignRedesignRedesignImplementImplementBenefitsQFD Is a Productivity EnhancerLess Time,Less Cost of Development宁召杯锌殷吴购帝唁衫编套辈韭饼锣戴涣考靠啤譬治烙谱怪捂李宦乞嗡或QFD培训资料QFD培训资料QFD Steps1785Customer Needs(VOC)Critical Customer Requirements(CCRs
15、)InterrelationshipMatrixPerformance TargetsAnalyze&Diagnose HOQTechnical ComparisonCustomerRating ofCompetitors4Correlation Matrix23RelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong Neg61 2 3 4 5Technical Comparison扩墙诅褂浇息
16、篡仍晤刑王阅奶播脱偏豌鼠垣畦俱顾峙娃停躇深笛烦弦筒蓄QFD培训资料QFD培训资料QFD in Detail瓦黄皱蛇氦矗侍拉颓烩磊迈前蒜迹卑悠袒晨挞渴授酞唁线峡荧拉概须冰椒QFD培训资料QFD培训资料1.Customer Needs(VOC)Objective:Identifying and organizing customer dataWhere does customer data come from?VOC inputFill-in customer“needs”(the WHATs)Prioritize or weight each need:Scale of 1 to 5,with
17、5 being the most importantWhere would you get the weights?RelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong Neg11 2 3 4 5Technical Comparison佐祷苇逼嘶箭振肺键赞逛浑子炽镊浊成乳终州膳少仙仿咐娄扳缀柿徊怖雨QFD培训资料QFD培训资料Example:High-End Childrens Bicycle
18、 DesignRelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong NegAesthetics 5Performance 4Customer value for price 5Safety 5Growing room 3Quick and easy assembly 3Quick delivery 2Attractive to both genders 5My BankBank 1Bank 2
19、Bank 3Structure Tree of VOC Inputs 1 2 3 4 5Technical Comparison霍有骨蔫盎榜翅霸惧谋柳榔量帝宏羌灭减裴措秀辨十耕芥锌唁矫梦橱货枚QFD培训资料QFD培训资料2.Critical Customer Requirements(CCRs)How will customer requirements be achieved?(the HOWs)?Translate customers wants into measurable-solution independent deliverablesThese CCRs will Identif
20、y ways to deliver on customer needsRelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong Neg1 2 3 4 5Technical Comparison2隋痉揩搬蠕炬舆突窗灰止麻镍捆瘸镍鬼冰消嵌同太矩渺坞犀鳃荷贺趟塌成QFD培训资料QFD培训资料Principles of Establishing Good Critical Customer Require
21、mentsEstablishing Critical Customer Requirements sets the foundation upon which to build the product or service customers actually want.If the Critical Customer Requirements do not correctly respond to the Customer Needs,the Company will deliver a loser to the market.Customer Needs may be addressed
22、with several CCRs and these,in turn,may work for many needs.Dont try to maintain a one-to-one Customer Need to Critical Customer Requirement ratio.溉魔入茂铅橡帕励鳞柬磕己期舜涵烹被赠橙符卉旁肚喻逢爪晒憋捶摹醇允QFD培训资料QFD培训资料Principles of Establishing Good Critical Customer Requirements CCRsBrainstorming after reviewing VOC and be
23、nchmarking information is an effective way to identify CCRs(characteristics and measures.)A question to answer is:How would we measure or evaluate that we satisfied this need?Critical Customer Requirements should be:Measurable(quantifiable)Solution-independentDirectly correlated to customer needsEas
24、y to understand The translation from WHATs to HOWs is complicated by interactions.One HOW can address several WHATs.The HOWs can also adversely affect one another.摹泻撂窑晾蔫谚串丸巴低店骇扬圆隐酮悲熔落整删凸傲得宦荷激尧懊娶蹈QFD培训资料QFD培训资料2.Critical Customer RequirementsHigh-End Childrens Bicycle Example334Number of bicycle extr
25、asNumber of color optionsNumber of aesthetic featuresStopping effectivenessShock absorptionEase of AssemblyEasy to follow instructionsEase of handelbar/seat adjustmentPerformance Attractive to both gendersQuick deliveryRelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS
26、“HOW”ImportanceStrong PosPositiveNegativeStrong NegAestheticsCustomer value for priceSafetyGrowing roomQuick and easy assembly555531 2 3 4 5Technical Comparison靡卞铁奴唤票扬猖蚕逃孕探稀回泉傣雅汛够炔寻颤迎罚症棘钾烬绣珍戍牟QFD培训资料QFD培训资料3.Interrelationship MatrixEvaluate relationships between Customer Needs(WHATs)and Critical Cus
27、tomer Requirements(HOWs).(9,3,1 or Blank)Goal:To Determine relative importance of each design requirement.RelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong Neg1 2 3 4 5Technical Comparison3份剿梆侮友替羚吝泄韶宵歉瘪佬锦鹏鼠戏墟爆貉闺淤纽己优荐慷报蜡凉咙
28、QFD培训资料QFD培训资料3.Interrelationship MatrixEvaluate Relationships Bicycle ExampleEvaluate each Customer Need and Design Requirement.How strong is the link?Assign values for strength of relationships:STRONG=9MEDIUM=3WEAK=1Blank=NonePerformance 234Quick deliveryRelationshipStrong=9Medium=3Weak=1IMPORTANC
29、E(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong NegAestheticsCustomer value for priceSafetyGrowing roomQuick and easy assembly55553Number of bicycle extrasNumber of color optionsNumber of aesthetic featuresStopping effectivenessShock absorptionEase of AssemblyEa
30、sy to follow instructionsEase of handelbar/seat adjustment3333999Attractive to both genders33399911199933399331 2 3 4 5Technical Comparison钻痴植舀剐交挽臼剂辅隘歧谜蜂俭恕澈笑琵倡理俄谦梅厅雪猜诛嚎踩篆温QFD培训资料QFD培训资料3.Interrelationship MatrixDetermine Relative Importance of Each CCRPerformance 234Quick deliveryRelationshipStrong=
31、9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong NegAestheticsCustomer value for priceSafetyGrowing roomQuick and easy assembly55553Number of bicycle extrasNumber of color optionsNumber of aesthetic featuresStopping effectivenessShock abso
32、rptionEase of AssemblyEasy to follow instructionsEase of handelbar/seat adjustment3333999Attractive to both genders3339991119993339933For each Critical Customer Requirement column,multiply the Customer Need“importance value”by the correlation weight to produce a weighted value for each“relationship.
33、”Sum these values vertically to produce a“relative importance”of each CCR.Understanding“relative importance”is useful for prioritizing efforts and making trade-off decisions.欣诽准钥憨瞬足放阐傲必斟积写赃垂搽锥预蛊惭邀岁研掂荆等级客盯你镭QFD培训资料QFD培训资料3.Interrelationship MatrixAnalyze ItQuick deliveryRelationshipStrong=9Medium=3We
34、ak=1IMPORTANCE(1-6)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong NegAestheticsCustomer value for priceSafetyGrowing roomQuick and easy assembly55553Performance 234Number of bicycle extrasNumber of color optionsNumber of aesthetic featuresStopping effectivenessShock
35、absorptionEase of AssemblyEasy to follow instructionsEase of handelbar/seat adjustment3333999Attractive to both genders31199911199933399338795955747668661Have all Customer Needs been addressed?Are there Critical Customer Requirements stated that dont relate to Customer Needs?Conduct a reality check
36、at the end to make sure relative ranking of CCR makes logical senseWhich CCRs appear to be most important?Least?1 2 3 4 5Technical Comparison智荡硒芒腾阂锡惭到卜缉弟描沂叶用捶赘绍痛咐佳惦闷擂页砂霍恍獭长迪QFD培训资料QFD培训资料4.Customer Rating of CompetitorsWho is the competition?How does the customer perceive the competitions ability to
37、 meet each of the requirements?RelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong Neg1 2 3 4 5Technical Comparison4迢姥瓣已岂秉馅冕凰岸踞铁知篆枣蛋讽蟹葵儡下呻唇催保疼摈担匪契绣阮QFD培训资料QFD培训资料4.Customer Rating of Competitors(Cont.)Who is the competition
38、?Select at least two competitors(best of the competition)performance for each Customer Need.CompetitorComparison12345Competitor ACompetitor BOur CompanyRelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong Neg1 2 3 4 5Technic
39、al Comparison4腆消蟹伎材痢缠艳准大靶岛碎缠肯薛晚卜暖译膛戚矛追撒韵儒械脱护纺照QFD培训资料QFD培训资料4.Customer Rating of Competitors(Cont.)How does the customer perceive the competitions ability to meet each of the requirements?Assess customers perception of each competitors performance for each Customer Need(Scale of 1 to 5,with 5 being
40、the highest).Assess our own offering for each Customer Need current state.Customer Rating of Competitors provide a basis for establishing Performance Targets for the Critical Customer Requirements.Identify“targets”or opportunities for improvement to gain competitive advantage.拍悍邑达戮盾瘴险响枷橇立梆芒翼攘垄倡义浚熄奔瓢
41、桓湾鼓彩执崭耿倡周QFD培训资料QFD培训资料4.Customer Rating of CompetitorsHigh-End Childrens Bicycle ExampleNumber of bicycle extrasNumber of color optionsNumber of aesthetic featuresStopping effectivenessShock absorptionEase of AssemblyEasy to follow instructionsEase of handelbar/seat adjustment3333999234Performance
42、Quick deliveryAestheticsCustomer value for priceSafetyGrowing roomQuick and easy assembly55553Attractive to both genders31199911199933399338795955747668661RelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong NegCompetitor AC
43、ompetitor BOur Company1 2 3 4 5Technical Comparison添恩苦甩阑绦集琉品划品唬濒汾媚锗雌氰琢谣辈株屯雨信榴杨蔡女酉猫皮QFD培训资料QFD培训资料5.Correlation MatrixCompare Critical Customer Requirements(the HOWs)to determine if they are in conflict or assisting each other.RelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345
44、TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong Neg1 2 3 4 5Technical Comparison5兢况漆殉慷茨幌恢啄蝎乍鸦江柜妹弃渗菱楚脯鸥秘提筏丫莫核椿藩粕笼獭QFD培训资料QFD培训资料5.Correlation Matrix(Cont.)Use four symbols to represent relationships:Strong PositivePositiveNegativeStrong NegativePositive correlations occur when a Critical Custo
45、mer Requirement assists or enables another.Negative correlations occur when one Critical Customer Requirement adversely affects another.Strong PosPositiveNegativeStrong Neg睡温操谩封漆歉戚詹氨宜吮携凝离收磐哉诊锥研灾尤所坯霉仔刀伦碰承桥QFD培训资料QFD培训资料5.Correlation Matrix(Cont.)Negative correlations must be resolved unresolved negat
46、ive correlations often lead to unfulfilled requirements.First objective:seek to make the conflict go away resolve the conflict.Resolving conflicts usually requires innovative solutions,which can lead to a significant competitive advantage.Fall back approach:make trade-offs.Some negative correlations
47、 may be a result of conflicting functional requirements Early resolution is essential to avoid schedule impacts,cost,and downstream re-work.Measures with a strong positive correlation should become part of the overall design strategy.薄惮舰太搁铰努黄抡孪记渠坚沉绩悼沼鹏徽妊改泊逢汤辑劣波弛喇修悦鞋QFD培训资料QFD培训资料5.Correlation Matrix
48、High-End Childrens Bicycle ExampleNumber of bicycle extrasNumber of color optionsNumber of aesthetic featuresStopping effectivenessShock absorptionEase of AssemblyEasy to follow instructionsEase of handelbar/seat adjustment3333999234Performance Quick deliveryAestheticsCustomer value for priceSafetyG
49、rowing roomQuick and easy assembly55553Attractive to both genders31199911199933399338795955747668661RelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong NegCompetitor ACompetitor BOur Company1 2 3 4 5Technical Comparison娶窿桥歹
50、狰击灸杏卒北哨吼馒颅嘻秋气潜俱西坝乾席亥焦拾杰芒拓呸轧谍QFD培训资料QFD培训资料6.Technical ComparisonIdentify how well your company and your competitors fulfill each of the technical requirements6RelationshipStrong=9Medium=3Weak=1IMPORTANCE(1-5)CompetitorComparison12345TARGETS“HOW”ImportanceStrong PosPositiveNegativeStrong Neg1 2 3 4 5