100-Metodos-de-Qualidade-Total

MANAGEMENT METHODS 69
Method 26
Quality function deployment (QFO)
Purpose
A technique or discipline for optimizing the process of developing and
producing new products on the basis of customer need.
When to use
During design, commissioning or post-commissIOning to translate customer
requirements into company requirements. The technique can be
used in research, product development, engineering, manufacturing,
marketing and distribution areas.
How to use
QFD is a five-stage process that takes a design from customer requirements
into a plan and schedule (see Bossert, 1991 ; Day, 1993).
1 The first stage is identifying customer needs or wants. These are usually
characteristics directly attributable to the product or service, such as
what it looks like, how it feels, how long it lasts, how it compares with
the competition. At this stage the requirements are not usually
measurable.
2 These requirements are then translated into technical specifications
through the use of technical experts. At this stage the requirements
become measurable.
3 The technical specifications are then turned into end-product specifications.
These are called 'critical part characteristics'. Taken together,
they are both necessary and sufficient to lead to an end product meeting
the customer specification.
4 The fourth stage is to design the process to deliver the product or
service. In other words, decide how to turn the design into reality.
5 The final stage is to plan the activities necessary to produce the required
output.
Figure 1 illustrates a typical QFD matrix, often called the 'House of
Quality'. The left side of the matrix comprises customer requirements as
described in (1) above. The top of the matrix shows the organization's
requirements as described in (2). The right side of the matrix gives the
planning considerations to produce the output. The roof of the house