Quality Function Deployment (House of Quality) Steps

Step 1- Identify the customers: Who are they?

 Consumers and users

 Internal Customers (Manufacturing, Marketing, Sales..)
 Shipping
 Government Regulations Standards
 Vendors
 …May be many more….

Step 2 - Determine the customers’ requirements (CR) : What do they want?

 This can be very difficult.

 Use observations of current product use, customer surveys, focus groups, experts, and
intuition.

Step 3 - Determine relative importance of CR: Who vs. What

 Distribute 100 total points among the different What’s for each customer.

Step 4 - Identify competition: Who are the benchmarks Now?

Step 5 - Evaluate the competition: Now vs. What

Rate each benchmark numerically:

1. Current product does not meet requirement

2. Current product meets requirement slightly
3. Current product meets requirement somewhat
4. Current product meets requirement mostly
5. Current product fully meets the requirement

Step 6 - Generate Engineering Specifications (ES): How will CR be measured?

Step 7 - Relate CR to ES: What vs. How

Rate the correlation between CR and ES: 9 = Strong, 3 = Medium, 1 = Weak, 0 = None

Step 8:

• Set ES targets: How Much is good?

• Step 8.1:
o For each customer, multiply the CR weightings (step 3) by the CR-ES relationship values
(step 7).
o Sum the weighted values for each ES. Normalize these sums as a percentage.
• Step 8.2:
o Evaluate the competition (for MENG 185 you may need to make an informed estimate)
and enter a numerical value for each HOW, then set the target and threshold values for
your design.