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Quality Function Deployment and Six Sigma, Second Edition

A QFD Handbook

 E-book Engels 2011 9780137035076
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Make the Most of QFD and the Voice of the Customer in Six Sigma Environments

Quality Function Deployment (QFD) techniques have helped thousands of organizations deliver higher-quality, more user-focused product designs. Now, Lou Cohen’s classic guide to QFD has been thoroughly updated to fully align QFD with Design for Six Sigma (DFSS) and other state-of-the-art Six Sigma methodologies.

Revised by world-class Six Sigma expert Joe Ficalora and his team at Sigma Breakthrough Technologies, this new edition’s up-to-date perspective on QFD reflects dozens of successful Six Sigma and DFSS deployments. They offer a start-to-finish methodology for implementing QFD, and systematically illuminate powerful linkages between QFD and Six Sigma, DFSS, Marketing for Six Sigma (MFSS), and Technology for Six Sigma (TFSS). An expanded, start-to-finish case study demonstrates how QFD should function from all angles, from design and marketing to technology and service.

Learn how to
Identify the roles and advantages of QFD in today’s global business environment Understand every element of the House of Quality (HOQ) Use QFD to drive more competitive product and service development Move from the processes you have to the processes you want Anticipate QFD’s unique challenges, overcome its obstacles, and deploy it successfully Extend the HOQ concept all the way through project completion Deploy powerful Voice of the Customer (VOC) techniques throughout all phases of development, not just planning Adapt QFD for software development, service development, and organizational planning Whether you’re working in operations, engineering, marketing, technology, or service development, this book will help you drive maximum value from all your Six Sigma, QFD, VOC, and DFSS investments.

Specificaties

ISBN13:9780137035076
Taal:Engels
Bindwijze:e-book
Uitgever:Pearson Education

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Inhoudsopgave

Foreword&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; xv<br>Preface &nbsp; &nbsp;&nbsp; xvii<br>Acknowledgments&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; xxiii<br>About the Authors&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; xxv <br> <br> Part I: ABOUT QUALITY FUNCTION DEPLOYMENT AND SIX SIGMA&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 1 <br> <br> Chapter 1: What Are QFD and Six Sigma?&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 3 <br>1.1&nbsp;&nbsp; Brief Capsule Description 3 <br>1.2&nbsp;&nbsp; What Is Six Sigma? 10 <br>1.3&nbsp;&nbsp; History of QFD and Six Sigma 19 <br>1.4&nbsp;&nbsp; What Is QFD Being Used for Today? 27 <br>1.5&nbsp;&nbsp; Discussion Questions 29 <br> <br> Chapter 2: How QFD Fits in the Organization&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 31 <br>2.1&nbsp;&nbsp; The Challenge to the Organization 32 <br>2.2&nbsp;&nbsp; Increasing Revenues 34 <br>2.3&nbsp;&nbsp; Decreasing Costs 35 <br>2.4&nbsp;&nbsp; Dealing with Market Shifts and Cycle-Time Reduction 36 <br>2.5&nbsp;&nbsp; Challenges to Rapid Product Development 38 <br>2.6&nbsp;&nbsp; QFD’s Role as Communication Tool 43 <br>2.7&nbsp;&nbsp; Concurrent Engineering: A Paradigm Shift 44 <br>2.8&nbsp;&nbsp; Kano’s Model 47 <br>2.9&nbsp;&nbsp; The Lessons of Kano’s Model 52 <br>2.10 Summary 53 <br>2.11 Discussion Questions 53 <br> <br> Chapter 3: Tying QFD to Design, Marketing, and Technology 55 <br>3.1&nbsp;&nbsp; QFD and Design for Six Sigma (DFSS) 56 <br>3.2&nbsp;&nbsp; QFD and Six Sigma Process Design 63 <br>3.3&nbsp;&nbsp; QFD and Marketing for Six Sigma 67 <br>3.4&nbsp;&nbsp; QFD and Technology for Six Sigma 69 <br>3.5&nbsp;&nbsp; Summary 75 <br>3.6&nbsp;&nbsp; Discussion Questions 76 <br> <br> Part II: QFD AT GROUND LEVEL&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 77<br> <br> Chapter 4: Support Tools for QFD&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 79 <br>4.1&nbsp;&nbsp; The Seven Management and Planning Tools 80 <br>4.2&nbsp;&nbsp; Affinity Diagram 81 <br>4.3&nbsp;&nbsp; Tree Diagram 89 <br>4.4&nbsp;&nbsp; The Matrix Diagram 91 <br>4.5&nbsp;&nbsp; The Prioritization Matrix 93 <br>4.6&nbsp;&nbsp; Additional Tools for QFD Practitioners from Six Sigma 97 <br>4.7&nbsp;&nbsp; Summary 109 <br>4.8&nbsp;&nbsp; Discussion Questions 109 <br> <br> Chapter 5: Overview of the House of Quality&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 113 <br>5.1&nbsp;&nbsp; Tour of the House of Quality 114 <br>5.2&nbsp;&nbsp; Summary 118 <br>5.3&nbsp;&nbsp; Discussion Questions 119 <br> <br> Chapter 6: Customer Needs and Benefits Section&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 121 <br>6.1&nbsp;&nbsp; Gather the Voice of the Customer 123 <br>6.2&nbsp;&nbsp; Sort the Voice of the Customer into Major Categories 126 <br>6.3&nbsp;&nbsp; Structure the Needs 137 <br>6.4&nbsp;&nbsp; Summary 139 <br>6.5&nbsp;&nbsp; Discussion Questions 140 <br> <br> Chapter 7: The Product Planning Matrix&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 141 <br>7.1&nbsp;&nbsp; Importance to the Customer 144 <br>7.2&nbsp;&nbsp; Customer Satisfaction Performance 151 <br>7.3&nbsp;&nbsp; Competitive Satisfaction Performance 154 <br>7.4&nbsp;&nbsp; Goal and Improvement Ratio 158 <br>7.5&nbsp;&nbsp; Sales Point 162 <br>7.6&nbsp;&nbsp; Raw Weight 164 <br>7.7&nbsp;&nbsp; Normalized Raw Weight 166 <br>7.8&nbsp;&nbsp; Cumulative Normalized Raw Weight 168 <br>7.9&nbsp;&nbsp; Summary 170 <br>7.10 Discussion Questions 171 <br> <br> Chapter 8: Substitute Quality Characteristics (Technical Response)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 173 <br>8.1&nbsp;&nbsp; Top Level Performance Measurements 176 <br>8.2&nbsp;&nbsp; Product Functions 181 <br>8.3&nbsp;&nbsp; Product Subsystems 184 <br>8.4&nbsp;&nbsp; Process Steps 186 <br>8.5&nbsp;&nbsp; Summary 189 <br>8.6&nbsp;&nbsp; Discussion Questions 190 <br> <br> Chapter 9: Impacts, Relationships, and Priorities&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 191 <br>9.1&nbsp;&nbsp; Amount of Impact 192 <br>9.2&nbsp;&nbsp; Impact Values 196 <br>9.3&nbsp;&nbsp; Priorities of Substitute Quality Characteristics 197 <br>9.4&nbsp;&nbsp; Negative Impacts 198 <br>9.5&nbsp;&nbsp; Many-to-Many Relationships 200 <br>9.6&nbsp;&nbsp; Summary 202 <br>9.7&nbsp;&nbsp; Discussion Questions 202 <br> <br> Chapter 10: Technical Correlations&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 203 <br>10.1&nbsp;&nbsp; Meaning of Technical Correlations 203 <br>10.2&nbsp;&nbsp; Responsibility and Communication 206 <br>10.3&nbsp;&nbsp; Correlations Network 207 <br>10.4&nbsp;&nbsp; Other Considerations 209 <br>10.5&nbsp;&nbsp; Summary 210 <br>10.6&nbsp;&nbsp; Discussion Questions 210 <br> <br> Chapter 11: Technical Benchmarks&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 211 <br>11.1&nbsp;&nbsp; Benchmarking Performance Measures 213 <br>11.2&nbsp;&nbsp; Benchmarking Functionality 214 <br>11.3&nbsp;&nbsp; Summary 215 <br>11.4&nbsp;&nbsp; Discussion Questions 215 <br> <br> Chapter 12: Targets&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 217 <br>12.1&nbsp;&nbsp; Numerical Targets 219 <br>12.2&nbsp;&nbsp; Nonnumeric Targets 223 <br>12.3&nbsp;&nbsp; Summary 225 <br>12.4&nbsp;&nbsp; Discussion Questions 226 <br> <br> Part III: QFD FROM 10,000 FEET&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 227<br><br>Chapter 13: The Larger Picture: QFD and Its Relationship to the Product Development Cycle 229 <br>13.1&nbsp;&nbsp; Cross-Functional Communication 230 <br>13.2&nbsp;&nbsp; Enhanced QFD and Concept Selection 232 <br>13.3&nbsp;&nbsp; Robustness of Product or Service 240 <br>13.4&nbsp;&nbsp; Summary 242 <br>13.5&nbsp;&nbsp; Discussion Questions 243 <br> <br> Chapter 14: QFD in an Imperfect World&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 245 <br>14.1&nbsp;&nbsp; Marketing Functions in Engineering-Driven Environments 246 <br>14.2&nbsp;&nbsp; Engineering Functions in Marketing-Driven Environments 247 <br>14.3&nbsp;&nbsp; QFD in Engineering-Driven Organizations 248 <br>14.4&nbsp;&nbsp; QFD in Marketing-Driven Organizations 250 <br>14.5&nbsp;&nbsp; Manufacturing and QFD 251 <br>14.6&nbsp;&nbsp; Sales and QFD 251 <br>14.7&nbsp;&nbsp; Service and QFD 252 <br>14.8&nbsp;&nbsp; Exerting Influence Beyond Organizational Barriers 253 <br>14.9&nbsp;&nbsp; Summary 255 <br>14.10 Discussion Questions 256 <br> <br> Part IV: QFD HANDBOOK&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 257<br><br>Chapter 15: Introduction to the Handbook&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 259 <br>15.1&nbsp;&nbsp; The QFD Manager’s Role 261 <br>15.2&nbsp;&nbsp; Summary 262 <br> <br> Chapter 16: Phase 0: Planning QFD&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 263 <br>16.1&nbsp;&nbsp; Establish Organizational Support 264 <br>16.2&nbsp;&nbsp; Determine Objectives 265 <br>16.3&nbsp;&nbsp; Decide on the Customer 266 <br>16.4&nbsp;&nbsp; Decide on the Time Horizon 277 <br>16.5&nbsp;&nbsp; Decide on the Product Scope 278 <br>16.6&nbsp;&nbsp; Decide on the Team and Its Relationship to the Organization 279 <br>16.7&nbsp;&nbsp; Create a Schedule for the QFD 281 <br>16.8&nbsp;&nbsp; Acquire the Facilities and Materials 297 <br>16.9&nbsp;&nbsp; Summary 300 <br>16.10 Discussion Questions 301 <br> <br> Chapter 17: Phase 1: Gathering the Voice of the Customer&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 303 <br>17.1&nbsp;&nbsp; Voice of the Customer Overview 304 <br>17.2&nbsp;&nbsp; Qualitative Data and Quantitative Data 308 <br>17.3&nbsp;&nbsp; Gathering Qualitative Data 309 <br>17.4&nbsp;&nbsp; Reactive Versus Proactive Modes 334 <br>17.5&nbsp;&nbsp; Analyzing Customer Data 335 <br>17.6&nbsp;&nbsp; Quantifying the Data 337 <br>17.7&nbsp;&nbsp; Classifying Customer Needs 338 <br>17.8&nbsp;&nbsp; Summary 343 <br>17.9&nbsp;&nbsp; Discussion Questions 344 <br> <br> Chapter 18: Phase 2 and Phase 3: Building the House and Analysis&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 345 <br>18.1&nbsp;&nbsp; Sequencing of Events 345 <br>18.2&nbsp;&nbsp; Group Processes/Consensus Processes 350 <br>18.3&nbsp;&nbsp; Summary 354 <br>18.4&nbsp;&nbsp; Discussion Questions 354 <br> <br> Part V: BEYOND THE HOUSE OF QUALITY&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 355<br><br>Chapter 19: Beyond the House of Quality&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 357 <br>19.1&nbsp;&nbsp; The Clausing Four-Phase Model 359 <br>19.2&nbsp;&nbsp; The Akao Matrix of Matrices 363 <br>19.3&nbsp;&nbsp; Summary 366 <br>19.4&nbsp;&nbsp; Discussion Questions 367 <br> <br> Chapter 20: Special Applications of QFD&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 369 <br>20.1&nbsp;&nbsp; QFD in DFSS Environments 369 <br>20.2&nbsp;&nbsp; Total Quality Management 373 <br>20.3&nbsp;&nbsp; Strategic Product Planning 374 <br>20.4&nbsp;&nbsp; Organizational Planning 378 <br>20.5&nbsp;&nbsp; Cost Deployment 381 <br>20.6&nbsp;&nbsp; Software Development 382 <br>20.7&nbsp;&nbsp; QFD for the Service Industry 384 <br>20.8&nbsp;&nbsp; QFD and TRIZ Environments 386 <br>20.9&nbsp;&nbsp; Summary 387 <br>20.10 Discussion Questions 388 <br> <br> Chapter 21: QFD in Service Businesses&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 389 <br>21.1&nbsp;&nbsp; QFD in a Residential Solar-Power Installation 392 <br>21.2&nbsp;&nbsp; VOC and QFD in an Urban Coffeehouse Renewal 421 <br>21.3&nbsp;&nbsp; Discussion Questions 434 <br> <br> Index&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 435 <br> <br>

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