QualityFunctionDeployment(QFD)（英文版）

1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQualityFunctionDeploymentQFD1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFDObjectives•Bytheendofthetrainingprogram,theparticipantwillbeableto:–RelatetheQualityFunctionDeployment(QFD)processtotheSixSigmaprocess.–AnalyzewhenQFDisappropriatetouse.–DescribethephasesofQFD.1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFDIsAnOpportunitytoReallyListen•TheCustomerKnowsWhatTheyWant•TheyOftenDon’tDirectlyVerbalize•Lotsof“OTHER”StuffTendstoSurface•WatchforWhatTheySayTheyDon’WantUnderstandTheTypesOfNeedsOfCustomers•WhatDoestheCustomerSay“VoiceOfTheCustomer”IsAlsoAProcess•VOCIsTheIndependentProcess•QFDIsTheDependentProcessTHEQFD“OPPORTUNITY”TheCustomerKnowsWhatTheyWantHowWeExtractItAlsoMatters1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialDefinitionofQFD•Structuredmethodologytoidentifyandtranslatecustomerneedsandwantsintotechnicalrequirementsandmeasurablefeaturesandcharacteristics:–Frommarketingandsales–Toresearchandproductdevelopment–Toengineeringandmanufacturing–Todistributionandservices•UsedtoidentifyCriticaltoQualityCharacteristics(CTQs).1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialHowtobuildaQFD1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFDFlowdown(ServicesApplication)CTQ’s(HOW’s)KeyProjectDeliverables(WHAT’s)MajorProcessSteps(HOW’s)HouseofQuality#2KeyProcessSteps(WHAT’s)MajorTasks(HOW’s)HouseofQuality#3KeyProcessStepsKeyTasksKeyProjectDeliverablesCTQ:CriticaltoQualityAproductfeatureorprocessstepthatmustbecontrolledtoguaranteethatyoudeliverwhatthecustomerwants.HouseofQuality#1CustomerNeeds(WHAT’s)1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheFirstHouseofQualityCustomerNeedsCTQ’s1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheFirstHouseofQualityCustomerNeeds1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheFirstHouseofQualityCustomerNeeds1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheFirstHouseofQualityCustomerNeedsCTQ’s1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheFirstHouseofQualityCustomerNeedsCTQ’s1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialRelationshipScores9=Strong3=Medium1=Weak0=NoneQFD:BuildingtheFirstHouseofQualityCustomerNeedsCTQ’s1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheFirstHouseofQualityCustomerNeedsCTQ’s1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheFirstHouseofQualityCustomerNeedsCTQ’s1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheFirstHouseofQualityCustomerNeedsCTQ’s1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialCTQ’sHighLevelProcessStepsQFDHouse#1QFDHouse#2NeedsCTQ’sQFD:BuildingtheSecondHouseofQuality1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialCTQ’sHighLevelProcessStepsQFDHouse#1QFDHouse#2NeedsCTQ’sQFD:BuildingtheSecondHouseofQuality1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheSecondHouseofQuality1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheSecondHouseofQuality1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQUIZQuestion:Determinewhichwouldbethetop3ofthese“How’s”(atthetop)?QFD:BuildingtheSecondHouseofQuality1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheSecondHouseofQuality1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFD:BuildingtheSecondHouseofQuality1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialSo,wemightbeginourfocushereonthisProcess/ProductCharacteristicorkeepseveraltopprocessstepsonourradarscreen.So,next,we’llseeanimportanttooltohelpvisualizethekey“sub-processelements”thatarerelevanttodeliveringgoodCTQperformanceistheProcessMap.QFD:BuildingtheSecondHouseofQuality1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialQFDOnEverything•Setthe“Right”Granularity•Don’tApplyToEveryLastProjectInadequatePrioritiesLackofTeamwork•WrongParticipants•LackofTeamSkills•LackofSupportorCommitmentTooMuch“ChartFocus”“HurryupandGetDone”FailuretoIntegrateandImplementQFDCOMMONQFDPITFALLS1gVersion43/012001,GeneralElectricCompany,USA.AllrightsreservedGEConfidentialTHE“STATIC”QFDNeed1Need2Need3Need4Need5Need6Need75534241HHHHLMMMMMMLLLLLHOW1HOW2HOW3HOW4HOW5HOW6HOW757414813506216545213685243lbs12in.3mils40psi38atm1mmQFDISAVALUABLEMANAGEMENTTOOLReviewCurrentStatusAtLeastQuarterlyMonthlyon1YrProjectWeeklyonSmallProjects1gVersion43/012001,GeneralElectricCom