Advanced Quality Function Deployment

by Franceschini; Fiorenzo

• ISBN13: 9781574443219
• ISBN10: 1574443216
• Format: Hardcover
• Copyright: 2001-12-13
• Publisher: CRC Press

Summary

A versatile manual that can be used to stimulate product innovation, benchmarking analysis, and engineering design, this book goes beyond theory to provide relevant advanced methods and techniques that readers can apply in their work for both short- and long-term results. The author links Quality Function Deployment (QFD) with other quality design techniques and discusses processes for improving its effectiveness. He also highlights methods for selecting a product's technical features. Real implementation case studies and numerous examples illustrate the concepts, including the Qualitometro method for designing and measuring quality in the service sector.

Table of Contents

Quality and Innovation --- Conceptual Model of Their Interaction	1	(10)
Introduction	1	(1)
Quality and Innovation	2	(2)
Lean and Integrated System	4	(5)
Concurrent Engineering	5	(2)
Lean Production	7	(2)
Conclusion	9	(2)
References	9	(2)
Tools and Supporting Techniques for Design Quality	11	(10)
Introduction	11	(1)
Design and Supporting Tools	11	(6)
First Macroarea	13	(1)
Second Macroarea	13	(1)
Third Macroarea	14	(1)
Fourth Macroarea	14	(3)
Conclusions	17	(4)
References	18	(3)
Quality Function Deployment	21	(14)
Introduction	21	(2)
Interest Aroused by Quality Function Deployment	23	(1)
Quality Function Deployment Approach	24	(1)
Stages of Development	25	(2)
House of Quality	27	(3)
Organizational Structure	30	(1)
Work Team	30	(1)
Technical and Management Problems	30	(1)
Benefits Obtainable from Quality Function Deployment Usage	31	(4)
References	33	(2)
Applying Quality Function Deployment	35	(26)
Introduction	35	(1)
The Customer	35	(9)
Determining Who the Customer Is	35	(1)
Constructing the Expected Quality Table	36	(3)
Techniques Used to Determine Customer Requirements	39	(1)
Product Perceptual Maps	40	(3)
Evaluating the Importance of Attributes	43	(1)
Determining Technical Characteristics	44	(1)
Creating the Relationship Matrix	45	(1)
Expected Quality Deployment	46	(7)
Customer Needs and Kano's Model	46	(2)
Prioritization of Customer Requirements	48	(2)
Benchmarking on the Basis of Perceived Quality	50	(1)
Target Values of Expectations	51	(2)
Technical Comparison	53	(4)
Evaluating the Importance of Characteristics	53	(2)
Technical Benchmarking	55	(2)
Determining Target Values	57	(1)
Correlations among Characteristics	57	(4)
References	58	(3)
Supporting Tools of Quality Function Deployment	61	(20)
Introduction	61	(1)
Assigning Levels of Importance to Customer Requirements	61	(9)
General Principles of the Analytical Hierarchy Process Method	62	(1)
Hierarchy of Attributes	62	(1)
Priorities among Attributes	62	(1)
Synthesis of Priorities	63	(1)
Intuitive Justification of the Method for Calculating Weights	64	(3)
Consistency Evaluation	67	(1)
Advantages and Disadvantages of Integrating Quality Function Deployment and Analytical Hierarchy Process	68	(2)
Prioritizing the Technical Characteristics	70	(1)
Normalizing the Coefficients of the Relationship Matrix	71	(4)
Lyman's Normalization	71	(1)
Wasserman's Normalization	72	(3)
Quality Function Deployment and Value Analysis	75	(2)
Simplified Model for Costing	75	(1)
Interpreting the Model	76	(1)
Illustrative Example	77	(1)
Conclusions	77	(4)
References	79	(2)
Selecting Technical Features of a Product	81	(14)
Introduction	81	(1)
Problem Formulation	81	(4)
The Product-Pencil Example	85	(3)
Results and Observations	88	(7)
Appendix - Qbench Algorithm	89	(3)
References	92	(3)
The Prioritization of Technical and Engineering Design Characteristics	95	(12)
Introduction	95	(1)
Conversion of Relationship Matrix Coefficients	96	(2)
Quality Function Deployment and Multiple Criteria Decision Aid	98	(9)
Concordance Test	99	(1)
Nondiscordance Test	100	(1)
Pencil Example	101	(2)
Final Considerations	103	(2)
References	105	(2)
Interactive Design Characteristics Ranking Algorithm for the Prioritization of Product Technical Design Characteristics	107	(10)
Introduction	107	(1)
Ranking of Technical Design Characteristics	108	(1)
Interactive Design Characteristics Ranking Algorithm	109	(2)
General Assumptions	109	(1)
Concordance Test	109	(1)
Nondiscordance Test	109	(1)
Interactive Procedure	109	(1)
Ranking Procedure	110	(1)
Example of Application	111	(2)
Discussion and Observations	113	(1)
Conclusions	114	(3)
References	114	(3)
How to Improve the Use of Quality Function Deployment	117	(10)
Introduction	117	(1)
House of Quality Supporting Tools	118	(3)
Method to Support the Compilation of the Correlation Matrix	118	(2)
Minimum Set Covering of Technical Characteristics	120	(1)
Application Example	121	(3)
Comments and Observations	124	(1)
Conclusions	125	(2)
Appendix---Nemhauser's Heuristic Algorithm	125	(1)
References	125	(2)
Setting Up Sizable Projects---Constraints of Quality	127	(10)
Introduction	127	(1)
Traditional Setup of Designs	127	(1)
Design of a Programmable Logic Controller Using Quality Function Deployment	128	(5)
Quality Function Deployment Developments	133	(4)
References	136	(1)
Designing and Measuring Quality in the Service Sector	137	(26)
Introduction	137	(1)
Particular Characteristics of the Service Sector	137	(2)
Quality Status of Art in Services	139	(1)
Conceptual Model of Service Quality	140	(6)
Definitions	140	(1)
Expected Quality (Qa)	140	(1)
Hypothesized Quality (Qar)	140	(1)
Planned Quality (Qd)	141	(1)
Offered Quality (Qr)	141	(1)
Marketing Quality (Qw)	142	(1)
Perceived Quality (Qp)	142	(1)
PZB Model	143	(1)
GAP 1---Discrepancy between Expected and Hypothesized Quality	143	(1)
GAP 2---Discrepancy between Hypothesized Quality and Planned Quality	143	(2)
GAP 3---Discrepancy between Planned and Offered Quality	145	(1)
GAP 4---Discrepancy between Offered Quality and Marketing Quality	146	(1)
Service Quality Determinants	146	(2)
Qualitometro Method	148	(9)
Problem of Quantifying Service Quality	149	(3)
Qualitometro Project	152	(4)
Implications of the Method	156	(1)
Conclusions	157	(6)
Appendix---The Qualitometro Form	157	(3)
References	160	(3)
Application of Quality Function Deployment to Industrial Training Courses	163	(16)
Introduction	163	(1)
Different Customers with Different Needs	163	(3)
Customer Satisfaction Analysis	166	(1)
Demanded Quality Chart	166	(1)
Service Characteristics Chart	167	(4)
Prioritization of Service Quality Characteristics	171	(5)
Some Results	176	(1)
Final Considerations about the Case Study	176	(3)
References	177	(2)
Index	179