TOTAL QUALITY

MANAGEMENT
Mirabel R. Vidal
Quality Function Deployment is:

Quality Meeting Customer Requirements

What must be done? – Focusing

Function
the attention

Deployment Who will do it and when?

 What is QFD?
It is a method for developing a design quality aimed at
satisfying the consumer and then translating the consumer’s
demands into design targets and major quality assurance
points to be used through out the production phase.

It is also called as Quality Management System (QMS).

The QFD Process
Main Goals in Implementing QFD
 Prioritize spoken and unspoken customer wants and
needs

Translate these needs into technical characteristics

and specification

Build and deliver a quality product or service by

focusing everybody toward customer satisfaction.
 Benefits of Quality
Function Deployment
 Reduces product development time requirements
up to 50%  Design quality improvement
 Design cycle time shortened by 30 to  Improved performance of the
50% products
 Start up and engineering costs reduce  Reduced warranty and field service
by 20 to 60% costs
 Reduces time to market  Reduces rework
 Focuses the organization on customer  Enables concurrent engineering
needs
 Enables understanding of competitors
 Useful for gathering customer
The Voice of the Customer

• It represents the requirements of the customers.

• QFD is a technique to record every requirement

expressed by the customer and take a conscious
decision about the voice of the customers.
House of Quality
This translates the voice of
the customer into design
requirements that meet
specific target values and
matches those against how
an organization will meet
those requirements.
House of Quality
The house of quality provides:
A required planning capability
A tool for graphic and integrated thinking
A means to capture and preserve the
engineering thought process
A means to communicate the thought
process to new members of the QFD Team
A means to inform management regarding
inconsistencies between requirements,
risks and needs of the customers.
Sources of Information for Finding
Out Customer Requirements

 Market survey from customers  Customer complains

 Information from sales team  Customer feedback

 Information from service team  Testing products in labs

Conclusion
• QFD is a method – Not a panacea.
• QFD emphasizes customer interaction and leads to a better product.
• QFD is a series of interconnecting matrices – often called the House of
Quality because the completed matrices resemble a house. Each
segment of the matrix is important in assessing:
• customer requirements;
• the actions over which a business has control; and
• the relationship between these two
Thank you!