Quality Function Deployment and Six Sigma

Transcription

1 Quality Function Deployment and Six Sigma A QFD HANDBOOK SECOND EDITION Joseph P. Ficalora Louis Cohen PRENTICE HALL Upper Saddle River, NJ Boston Indianapolis San Francisco New York Toronto Montreal London Munich Paris Madrid Capetown Sydney Tokyo Singapore Mexico City

2 Contents Foreword Preface Acknowledgments xv xvii xxiii About the Authors ' xxv PART I ABOUT QUALITY FUNCTION DEPLOYMENT AND SIX SIGMA I Chapter I What Are QFD and Six Sigma? Brief Capsule Description What Is Six Sigma? History of QFD and Six Sigma What Is QFD Being Used for Today? Discussion Questions 29 Chapter 2 How QFD Fits in the Organization The Challenge to the Organization Increasing Revenues Decreasing Costs Dealing with Market Shifts and Cycle-Time Reduction Challenges to Rapid Product Development 38 IX

3 2.6 QFD's Role as Communication Tool Concurrent Engineering: A Paradigm Shift Kano's Model The Lessons of Kano's Model Summary Discussion Questions 53 Chapter 3 Tying QFD to Design, Marketing, and Technology QFD and Design for Six Sigma (DFSS) QFD and Six Sigma Process Design QFD and Marketing for Six Sigma QFD and Technology for Six Sigma Summary Discussion Questions 76 PART II QFD AT GROUND LEVEL 77 Chapter 4 Support Tools for QFD The Seven Management and Planning Tools Affinity Diagram Tree Diagram The Matrix Diagram The Prioritization Matrix Additional Tools for QFD Practitioners from Six Sigma Summary Discussion Questions 109 Chapter 5 Overview of the House of Quality I Tour of the House of Quality Summary Discussion Questions 119 Chapter 6 Customer Needs and Benefits Section Gather the Voice of the Customer Sort the Voice of the Customer into Major Categories Structure the Needs Summary Discussion Questions 140

4 Chapter 7 The Product Planning Matrix 7.1 Importance to the Customer 7.2 Customer Satisfaction Performance 7.3 Competitive Satisfaction Performance 7.4 Goal and Improvement Ratio 7.5 Sales Point 7.6 Raw Weight 7.7 Normalized Raw Weight 7.8 Cumulative Normalized Raw Weight 7.9 Summary 7.10 Discussion Questions Chapter 8 Substitute Quality Characteristics (Technical Response) 8.1 Top Level Performance Measurements 8.2 Product Functions 8.3 Product Subsystems 8.4 Process Steps 8.5 Summary 8.6 Discussion Questions Chapter 9 Impacts, Relationships, and Priorities 9.1 Amount of Impact 9.2 Impact Values 9.3 Priorities of Substitute Quality Characteristics 9.4 Negative Impacts 9.5 Many-to-Many Relationships 9.6 Summary 9.7 Discussion Questions Chapter 10 Technical Correlations 10.1 Meaning of Technical Correlations 10.2 Responsibility and Communication 10.3 Correlations Network 10.4 Other Considerations 10.5 Summary 10.6 Discussion Ouestions XI

5 Chapter I I Technical Benchmarks 21 I 11.1 Benchmarking Performance Measures Benchmarking Functionality Summary Discussion Questions 215 Chapter 12 Targets Numerical Targets Nonnumeric Targets Summary Discussion Questions 226 PART III QFD FROM 10,000 FEET 227 Chapter 13 The Larger Picture: QFD and Its Relationship to the Product Development Cycle Cross-Functional Communication Enhanced QFD and Concept Selection Robustness of Product or Service Summary Discussion Questions 243 Chapter 14 QFD in an Imperfect World Marketing Functions in Engineering-Driven Environments Engineering Functions in Marketing-Driven Environments QFD in Engineering-Driven Organizations QFD in Marketing-Driven Organizations Manufacturing and QFD l Sales and QFD Service and QFD Exerting Influence Beyond Organizational Barriers Summary Discussion Questions 256 PART IV QFD HANDBOOK 257 Chapter 15 Introduction to the Handbook The QFD Manager's Role Summary 262

6 Chapter 16 Phase 0: Planning QFD Establish Organizational Support Determine Objectives Decide on the Customer Decide on the Time Horizon Decide on the Product Scope Decide on the Team and Its Relationship to the Organization Create a Schedule for the QFD Acquire the Facilities and Materials Summary Discussion Questions 301 Chapter 17 Phase I: Gathering the Voice of the Customer Voice of the Customer Overview Qualitative Data and Quantitative Data Gathering Qualitative Data Reactive Versus Proactive Modes Analyzing Customer Data Quantifying the Data Classifying Customer Needs Summary Discussion Questions 344 Chapter 18 Phase 2 and Phase 3: Building the House and Analysis Sequencing of Events Group Processes/Consensus Processes Summary Discussion Questions 354 PART V BEYOND THE HOUSE OF QUALITY 355 Chapter 19 Beyond the House of Quality The Clausing Four-Phase Model The Akao Matrix of Matrices Summary Discussion Questions 367 Chapter 20 Special Applications of QFD QFD in DFSS Environments Total Quality Management 373 soil

7 20.3 Strategic Product Planning Organizational Planning Cost Deployment Software Development QFD for the Service Industry QFD and TRIZ Environments Summary Discussion Questions 388 Chapter 21 QFD in Service Businesses QFD in a Residential Solar-Power Installation VOC and QFD in an Urban Coffeehouse Renewal Discussion Questions 434 Index 435