100-Metodos-de-Qualidade-Total

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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
70 100 METHODS FOR TOTAL QUALITY MANAGEMENT Inter-relationship between technical descriptors Technical descriptors (voice of the company) Customer requirements (voice of the customer) Prioritized customer requirements Importance Competitive analysis Market potential Relationship between requirements and descriptors Prioritized technical descriptors Figure 1 QFD matrix: the House of Quality shows the fourth stage where decisions are made to turn the design into reality. The central part of the matrix comprises the relationship between customer needs and design requirements. This is where the requirements become a specification. It is usual to use the following schema to show relationships in the matrix: [Q] Some relationship [!] Strong relationship [Q] Weak relationship D No relationship Benefits Quality function deployment encourages organizations to focus on the process itself rather than just on the product or service. By establishing correlations between what is wanted and how it is to be delivered, the vital aspects become more visible, aiding decision-making.
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PREFACE An essential part of the de
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THE ROLE OF TQM METHODS Total quali
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LIST OF METHODS (BY CATEGORY) Manag
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DATA COLLECTION, ANALYSIS AND DISPL
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REFERENCES Akao, Y. (1991) Hoshin K
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INDEX acceptable quality level (AQL
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