Practical Manual of Quality Function Deployment (eBook)

Davide Maritan is the head of Maritan Engineering, which focuses on Quality Function Deployment, creative innovation, software and renewable energy design. He is also the CEO at Geotherm Srl, which sells geothermal heat pump systems. He has two decades of experience in consulting and teaching in QFD, market analysis and creative decision support systems. He holds an MSc degree in Electronic Engineering from the University of Padua, Italy.

Foreword 6
Acknowledgments 8
Contents 9
1 Quality Function Deployment (QFD): Definitions, History and Models 12
Abstract 12
1.1 Introduction 13
1.2 What You Will Learn in This Chapter 14
1.3 The New Product Development (NPD) Process 15
1.3.1 Products and Services 16
1.3.2 Definition of the NPD Process 17
1.3.3 Critical Variables in the NPD Process 18
1.4 Quality Function Deployment Definitions 22
1.5 QFD History 23
1.6 Four Phase and Comprehensive Models 26
1.6.1 Four Phase Model 27
1.6.2 Comprehensive Model 30
1.7 Strengths and Weaknesses of Quality Function Deployment 30
1.7.1 Strengths 31
1.7.2 Weaknesses 32
1.8 Creativity and QFD 34
1.9 The Proposed Framework 38
2 Strategic Matrices and Customer Analysis 44
Abstract 44
2.1 Introduction 45
2.2 What You Will Learn in This Chapter 45
2.3 The Royal Classic Bicycle Case Study 48
2.4 Strategy Deployment 50
2.4.1 Matrix 1. Strategic Targets Priority and AHP Method 52
2.4.2 Matrix 2. Core Competency Priority and the Independent Scoring Method 56
2.4.3 Matrix 3. Customer Segment Priority 59
2.5 Customer Analysis. From ``Gemba'' to the Demanded Qualities (DQ) 61
2.5.1 Gemba Analysis 62
2.5.2 How Is a Gemba Interview Carried Out 66
2.5.3 Voice of the Customer Table 67
2.5.4 Jiro Kawakita KJ Method and the Demanded Quality Deployment Chart (DQDC) 69
2.6 Customer Analysis. Questionnaire Design and the Preplan Matrix 76
2.6.1 The Questionnaire 77
2.6.2 Preplan Matrix and Demanded Quality Weight 83
2.7 Appendix. Royal Voice of the Customer Table (VOCT) 88
References 93
3 QFD from Product Characteristics to Pre-production 94
Abstract 94
3.1 Introduction 95
3.2 What You Will Learn in This Chapter 95
3.3 Quality Characteristics and the House of Quality 98
3.3.1 Characteristics Deployment 98
3.3.2 Request---Characteristic Matrix 5 (House of Quality---HoQ) 101
3.4 Functions and Product Mechanisms 105
3.4.1 Function Deployment 105
3.4.2 Mechanisms Deployment 111
3.5 Innovation 113
3.6 Parts Deployment, Costs and Process Deployment 116
3.6.1 The Parts of the Product 116
3.6.2 The Costs of the Parts 120
3.6.3 Process Phase Priority 122
3.7 Reliability 124
3.8 Summary 127
References 128
4 Fuzzy QFD 129
Abstract 129
4.1 Introduction 129
4.2 What You Will Learn in This Chapter 130
4.3 Fuzzy Sets and Fuzzy Mathematics 131
4.3.1 Fuzzy Sets 132
4.3.2 Fuzzy Numbers 135
4.4 Fuzzy QFD 137
4.4.1 Fuzzy Questionnaire 137
4.4.2 Fuzzy Preplan 139
4.4.3 QFD Matrices and House of Quality 150
References 151
5 QFD Case Histories 152
Abstract 152
5.1ƒIntroduction 152
5.2ƒCompany 1. Geotherm. A Longitudinal Case Study 153
5.2.1 Market and Strategy Analysis 155
5.2.2 Gemba and Preplan 159
5.2.3 House of Quality and Bottlenecks 163
5.2.4 What We Learned 165
5.3ƒCompany 2. Wepartner. Territorial Marketing with Fuzzy QFD 165
5.3.1 Fuzzy Strategic Matrices 166
5.3.2 Gemba Analysis and Fuzzy Preplan 167
5.3.3 Fuzzy House of Quality 170
5.3.4 QFD Organisational Analysis 172
5.3.5 What We Learned 174
5.4ƒCompany 3. Citymove. Planning Services for Public Transport 175
5.4.1 Strategic Matrices 175
5.4.2 Gemba and Preplan 177
5.4.3 House of Quality and Bottlenecks 182
5.4.4 What We Learned 185
5.5ƒCompany 4. Elight. Product Line Planning 186
5.5.1 Phase 1. Strategy 188
5.5.2 Phase 2. Gemba and Questionnaire Survey 189
5.5.3 Phase 3. Preplan 191
5.5.4 Phase 4. House of Quality and Bottleneck Analysis 191
5.5.5 Project Lead Time and Relationship Effects 192
5.5.6 What We Learned 194
5.6ƒReview of Four Other QFD Projects 194
5.6.1 Case 5. Paint 194
5.6.2 Case 6. Insure 195
5.6.3 Case 7. Mobile 1 196
5.6.4 Case 8. Stone 197
References 199