Student Learning Objective 7

Appraise customer satisfaction using quantitative and qualitative methods.

Learning Objective D

Construct a house of quality diagram used in quality function deployment (QFD).

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Slide 9: Building a House of Quality

1. List customer requirements (WHATs). Often refined from primary to secondary to tertiary requirements (see Figure 12-5)

2. List technical descriptors (HOWs). Once again refined from primary to secondary to tertiary requirements

3. Develop a Relationship matrix between the WHATs and HOWs

4. Develop an interrelationship matrix between HOWs

5. Competitive assessment

6. Develop prioritized customer requirements

7. Develop prioritized technical descriptors

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Slide 10: Customer Requirements

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Slide 11: Relationship Matrix

• Graphically represents the degree of influence between customer requirements (whats) and technical descriptors (hows)

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Slide 12: Example Relationship Matrix

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Slide 13: Interrelationship Matrix (the roof)

• What is purpose?

• Assign symbols for correlations:

  • \(\bullet\) (solid circle) represents a strong positive relationship

  • \(\circ\) (single circle) represents a positive relationship

  • \(\times\) represents a negative relationship

  • \(\ast\) represents a strong negative relationship

• Once again, numerical values are assigned: \(\bullet=+9\), \(\circ=+3\), \(\times=-3\) and \(\ast=-9\)

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Slide 14: Sample House of Quality

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Slide 15: QFD Process

• The overall flow is given in Figure 12-15 on page 344

• Phase 1. Product planning

• Phase 2. Part Development

• Phase 3. Process Planning

• Phase 4. Production planning

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Slide 16: QFD Process Flow

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Slide 17: Goetsch & Davis's QFD

Note: The figure shown above is from a previous version of the textbook that I prefer over the current Figure 17.1 on page 283 of the eighth edition