Automotive / Reliability 2003
QFD for Preventing Failure.
Masaaki Todoroki, Q-tech Consulting Co.,
Ltd., Japan. Ever-changing
product conditions have made traditional reliability activities less effective
because it has become increasingly difficult to verify individual design values
and process control values in a short term development. QFD has had a component
of reliability deployment but often this is not put into practice. This paper
proposes a method that combines FMEA and QFD to address this issue. The proposed
method can predict failures and determine the design values and process control
values through the use of a quality table, thus determining the conditions for
failure prevention. The presentation will include description of the method and
a case study of an automotive part development where the failure rate was
decreased by one third by this method.
Concurrent Engineering 2003
QFD, MATE-CON and 3DCE - A Truly
Collaborative Product Development Process.
Esteban Guerrero and David Stagney, MIT
Leadership in Manufacturing Program, Mexico/USA.
Design engineers look
at their supply base to design products, for they need to know their technical
capabilities and the price. Concurrent engineering guidelines require companies
to design products and processes concurrently. So, it is only natural to design
product, process and supply chain simultaneously. That is the concept of 3DCE
(Fine, 1998). However, the authors have yet to locate a process in industry that
takes advantage of this powerful concept operationally. From this perspective,
QFD is not really a 3DCE process, since it does not make explicit the need for
supply-chain considerations. After exploring the strengths and weaknesses of
several tools, we developed an overarching framework that defines a 3DCE
process. This includes QFD to best read customers’ needs and translate
stakeholders’ requirements into attributes and MATE-CON (the Multi-Attribute
Tradespace Exploration with Concurrent Engineering tool) to best conduct a
tradeoff process among Engineering, Manufacturing, Marketing and other
stakeholders.
Concrete and Construction 2003
QFD Application in Concrete Industry.
Emin Arca, Marmara University, Turkey;
S. Serdar Yoruk, QFD Green Belt®, Marmara University, Turkey; and Esra Atac of
Yeditepe University, Istanbul, Turkey.
QFD is used in
improving as well as developing new products and services. This paper shows an
application of QFD in the development of a new plasticizer product used in
concrete production. The QFD team used the results of a survey applied to 17
plants in Turkey to prioritize the customer requirements and determine the focus
areas of product and related services to achieve high market share and customer
satisfaction. The customer's evaluations of the two competing firms were also
taken into consideration. The project, their results, and lessons taken will be
discussed.
Consumer Electronics 2003
Sensio - The Evolution of a Revolution: QFD
Applied to the Development of New Businesses.
Pierre Routhier, Sensio, Canada.
The next chapter in one of the top
presentations in 2002. Sensio's world's first Stereoscopic Home Theatre System
was the fruit of a four-year effort in QFD and Value Management, which led to an
instant success. The next logical step was to bring this immersive experience to
larger market venues. Building on their earlier product development success,
Sensio again set to invest in understanding and integrating the needs of its
customers and partners. This case study will follow the different phases of this
new product's development, and demonstrate the system developed by Sensio to
define which needs are assessed at which stage of the development process to
maximize the effectiveness of the marketing and engineering efforts.
Defense 2003
Using QFD to Select an Explosive for an Army
Munition.
Richard Rhinesmith and Bruce Williamson,
US Army Armament Research Development and Engineering Center, USA.
QFD
methodology was used by a team from the U.S. Army's "Excalibur" 155mm artillery
munition development program to down-select among several "Insensitive Munition"
(IM) explosives candidates. This talk will describe the lessons learned from
conducting this "real world" effort, where issues such as safety, schedule,
cost, expert judgment, and multiple customers and interests compete for
supremacy. Was QFD a success in this application? Should it be used in
something so specialized and potentially hazardous as the arcane world of
explosives development and use? Should this be better left alone to the experts
who use their traditional methods of haggling things out? These and other
questions will be addressed in this talk.
The Next Generation Explosive Ordnance
Disposal (EOD) Robotic Controlled Vehicle: Using QFD to Define the Operational
Analysis.
Bruno Eddy and Dave Schroeder, QFD Green
Belt®, Applied Research Associates; and Glenn H. Mazur, QFD Red Belt®, Japan
Business Consultants, Ltd., USA.
In this Operational
Analysis (OA), QFD was used to identify and quantify DoD user requirements for
the next generation EOD remote controlled vehicle. The OA data was obtained
using joint armed service focus groups, surveys, and one-on-one interviews with
322 DoD unit-level EOD technicians. This paper presents the NGEODRCV Operational
Analysis, including the methodology, process, and a prioritized list of seventy
technical characteristics. This OA identifies user prioritized technical
characteristics and desired abilities, and will aid program managers in
identifying technology solutions and prioritizing developmental efforts for the
Next Generation EOD Remote Controlled Vehicle.
Education, Online 2003
e-Learning System for QFD with improving
contents and mentoring in "e-TQM" Project.
Masanobu Yoshikawa, Yoshimichi Watanabe,
and Hisakazu Shindo of University of Yamanashi, Japan; Masao Takeshita of
Japanese Standards Association; and Naofumi Takayama of SYNC Information System
Co., Ltd., Japan.
This research examines
the learning patterns of the students participating in the Internet-based
e-learning programs in order to develop an effective online TQM course that
provides both support and educational ease to the students, as well as
evaluation formula and quality control. It examined these issues: (1) How to
automatically collect data on students' learning process; (2) How to analyze the
data so we can find ways to improve the content and learning; and (3) How to
discourage students from retiring. The result is an e-learning system for an
online TQM course that alerts instructors when to update the contents, when to
mentor students, and. The finding has been implemented in some of the online
courses offered by the Japanese Standard Association.
Government / Public Sector 2003
Large Scale System Redesign Using QFD.
Robert Ge rst, Co
nverge Consulting Group Inc., Canada.
This paper will report QFD
applications in the public sector large system design. It will describe the
consulting firm's experience in using QFD to: 1) analyze and redesign the system
of funding and service delivery in providing support for those living with
HIV/AIDS in southern Alberta; and 2) analyze the entire social and health
services (human services) system for the regional municipality of Wood Buffalo
in Alberta; and 3) analyze and redesign the system for providing services to the
deaf and hard of hearing in the city of Calgary. The resulting benefits and
reactions of the local government agencies are also included in the report, as
well as other potential areas of QFD application.
Adapting QFD for
Evaluating Employment Initiatives.
Geert M.J.
Clijsters, Limburgs Universitair Centrum, Belgium; Maurice J. Oude Wansink, OWP
Research, The Netherlands; Ludo M.K. Peeters, Limburg University Centre,
Belgium; and Wolfgang E. Baaske, Studienzentrum für Internationale Analysen,
Austria.
QFD is applied to obtain quality scores for
local employment initiatives, enabling them to monitor, evaluate and benchmark
themselves. Calculating quality scores of products (employment initiatives),
instead of identifying core quality characteristics (performance measures)
expands the standard application possibilities of QFD. However, several
methodological issues arise due to this extension of the methodology. In order
to overcome scaling problems, the authors introduce a nonparametric approach to
scale efficiency. Nevertheless, some other problems could not be solved yet
within the framework of this research and are pointed out for further research.
This publication partly refers to the interim results of the European project
Evaluation Tools in Support of Local Commitment for Employment, a European
Community funded project with partners in Belgium, Germany, Italy, Ireland, The
Netherlands and Austria.
QFD and Administrative Knowledge Management.
Yoji Akao, Ph.D. and Kei Inayoshi,
Lecturer, Faculty of Management Studies, Asahi University.
This Keynote proposes
the use of Knowledge Management to accommodate the short and long-term needs of
citizens. Traditional QFD tools such as Scene Deployment, Affinity Diagrams, AHP,
and Quality Tables will be employed to identify and prioritize public sector job
functions and detailed governmental tasks.
Information Technology / Financial
Institution 2003
Quality Infrastructure Improvement: Using QFD
to Manage Project Priorities and Project Management Resources.
James LePrevost, QFD Green Belt®,
National City Bank and Glenn H. Mazur, QFD Red Belt®, Japan Business
Consultants, Ltd., USA. National City Bank
has applied QFD to help identify and prioritize the needs of the customers, and
then used these findings to evaluate each IT project for its benefit
contribution and degree of complexity to assign appropriate resources. This
presentation will show customization of the QFD process through the QFD Green
Belt® training of the QFD Institute, development of a list of internal customer
needs which became the criteria for determining project benefit, and further
development of another set of criteria for determining project complexity and
technical skill level required to work on the project. This case study
demonstrates how IT projects can be prioritized and optimum human resource
assignment can be determined through the use of QFD in order to deliver the
greatest value to the customers. The paper will include charts and matrices
defining the process.
Lean Manufacturing 2003
QFD application for tackling Internal
Customers Needs as a base for building a Lean Manufacturing System.
Javier Santa Cruz-Ruíz; Francisco Tamayo-Enríquez, and Verónica González-Bosch,
Mercadotecnia Estrategia Dirigid, Mexico.
In the
fast-paced and lean economy that modern manufacturing nowadays has as its
environment, we propose that the ability of applying QFD tools and principles
along the whole manufacturing chain will turn critical, mainly because of 2
factors: (1) Lean Manufacturing allows no waste [1] and therefore, a complete
match between resources and customer needs is required. (2) Rapid organizational
redesign is needed to adapt to the ever-evolving customer needs and therefore
company-wide understanding, alignment of purpose and common language (memes) are
required. A successful application of an internal customer case will be
presented as a reference for implementation.
QFD Theory / Math 2003
Linear Algebra for QFD Combinators - A
Tutorial for QFD Practitioners: How to Combine Measurements with Deployments.
Thomas M. Fehlmann, Euro Project Office,
Switzerland.
One of the most
prominent tools in QFD is the matrix. Matrices are well known in mathematics as
a means to represent linear mappings between vector spaces. We use similar
matrices to represent cause and effect correlations. From this viewpoint we
immediately face two questions: 1) Is the matrix invertible?; and 2) What does
it mean when it is? On a more practical side, one might have this question: The
matrices are constructed from the cause and effect relationships. Thus they
represent a linear mapping from the solution space into the goal space. However,
when calculating the solution weights, we use the matrix the other way round.
Is this correct? This paper gives answers both from a mathematical viewpoint
and from practical experiences.
Service 2003
Prioritizing Customer Needs at Spectator
Events: Obtaining Accuracy at a Difficult QFD Arena.
Francisco
Tamayo-Enríquez, Arnecom; González-Bosch, Mercadotecnia Estrategia Dirigid; and
Javier Santa Cruz-Ruíz, Mexico.
Once customer needs are extracted from
customer verbalizations and field observations, it is critical to understand the
relevance that each need has to customers. Accurate information must come
directly from customers, but sometimes due to the complexity of gemba this
information needs to be obtained very quickly. Direct evaluation of needs
without tradeoffs is easy to perform, but can lead to serious deviations from
reality. On the other hand, comparison-based techniques such as AHP may be
impossible to perform effectively at some gemba. An effective solution was
devised by the authors while applying QFD for improving services at spectator
events.
Six Sigma Integration 2003
Keynote: Integration of QFD into Design for
Six Sigma.
Gregory
H. Watson, Business Systems Solutions International, Inc., USA.
Quality activities
traditionally have focused on improving existing products and processes. Six
Sigma brought important enhancements to traditional TQM (ex: integration of
multiple tools and systems, improved process and education with competence
testing, greater use of statistical and analytical tools, etc.) With new
products, however, processes may not yet be determined, let alone product
functions and design features. Additionally, a weakness of many design teams is
that they expect what the customer asks for is only what they want. Numerous
studies have shown that it is only a starting point for design. Integration of
QFD and DFSS will bring power to these weaker links. This presentation describes
a Six Sigma Design architecture that uses QFD to structure the design process
and apply it as a program management tool across the entire DFSS process, making
it the organizing principle and methodology hat links all tools and methods into
a coherent whole.
The Integration of Comprehensive QFD, TRIZ,
and Six Sigma in an Axiomatically Driven Total Product/Process Development
System.
M. S. Sl ocu
m, Bre akt
hrough
Man agement G
roup, and E l
len
D
o
mb, P G
Q Group, USA.
This paper will
demonstrate an application of the methodological integration through a case
study from the food and packaging sciences. The case will demonstrate the entire
TP2DS (Total Product/Process Development System) from the given condition of a
societal need (SN) through the establishment of process variables (PV's). QFD
will be shown to be the underlying directional force that guides the development
and coordinates design activities with the fulfillment of customer needs. A
modified House of Quality will be presented that indicates what scenarios direct
the additional application of TRIZ or Six Sigma to the development process.
Software 2003
QFD for Software Development Considering
Future Design Risks.
Yuji Kyoya, Kunio Noguchi, Takashi
Nakano, Tatsuhiro Nishioka, Software Engineering Center, Toshiba Corporation,
Japan. In the field of
software development, many software systems are suffering from the problems such
as "frequent specification changes" and "functional requirement-biased Voice of
Customers (VoC)." These problems cause future risks such as inconsistency in
required specifications and increase in maintenance cost. This paper proposes
Software-FMEA to avoid these risks during the phase of requirement analysis.
Software-FMEA is based on traditional FMEA but it is also used to complement
non-functional requirements. The proposed method also aims to address the Voice
of the Managers (VoM) by paying as much attention to it as we normally do to VoC,
so as to ensure maintainability and fail-proof future expansion. This paper
describes the process of a software product's basic design from requirements
analysis through policy extraction of a software design. The resulting effects
are also evaluated.
The Support of Quality Function Development
by the Customer-orientated Evaluation of Software Tools.
Georg He
rzw urm and Stefan Reiß,
University of Stuttgart Information Systems, Germany.
This paper reviews
available software tools and rates them on the basis of a customer orientated
evaluation. The subjects of the paper are (1) a market survey of QFD software
tools, (2) the development of a customer oriented evaluation, and (3) customer
interviews on the basis of the customer-orientated criteria list which was
formerly developed. The main issue of the research is the development of an
evaluation system that is able to rate the value of customer orientated
software. The research was established in two stages; accordingly an overview of
the customer requirements (by using the critical event method in the first) and
the rating of customer satisfaction (by using a multifunctional measuring tool
in the second step). Two interview series with members of the QFD Institute
Germany (QFD-ID) and international subscribers of the QFD-ID mailing were made
on the basis of the evaluated conception.
Strategy 2003
QFD as a Model for an E-Intelligent
Revolution.
Verónica
González-Bosch, Mercadotecnia Estrategia Dirigida; Francisco Tamayo-Enríquez,
Arnecom; and Javier Santa Cruz-Ruíz, Mexico.
In
the Information Era, success will be of those who are able to think, learn,
solve problems and take effective actions faster and better. Organizations must
continuously maximize its Organizational Intelligence OI) to learn, and solve
problems, and adapt in this dynamic competitive environment because people are
discovering and inventing new ways to share relevant knowledge about a product
or service at blinding speed. This paper proposes the concept of OI conceptual
formula, Speed of change for adaptation capability (S), and organizational
E-Intelligence, a fundamental element for E-Businesses success. Looking at a
example of restaurant.com, a Mexican dot-com who uses QFD to develop core
strategic decisions and redesign, the authors propose that QFD Systems can
significantly increase E-Intelligence and help in the development of these
characteristics.
Customer Driven Strategy: Solving the
Fuzzy Front-End Using Outcome Based Segmentation and Innovation.
R.
Hu nt, Ph.D., Ma
cquarie University, Sydney, Australia; and Mike Walker, Customer Driven
Strategies Pty Ltd, Brisbane, Australia.
Customer-driven
organizations are a given concept these days. However, like most simple concepts
it is not a trivial task to apply to the development of an organization's
vision, mission and the strategies. What will give the organization a unique,
valuable and sustainable position in the markets in which it decides to operate?
Indeed what markets should it operate in? Most approaches to strategy are very
weak on this "fuzzy front end". However, approaches to strategy using QFD
principles provide a coherent methodology that has been successfully applied by
many organizations both large and small. This paper focuses mainly on the issues
in the fuzzy front end of strategy, and gives an overview of the rest of the
strategy process.
Business Priorities and Quality Function
Deployment: A Case Study.
Ta
n K ay Ch
uan and Vij ayalakshmi Ragh
avan,
National University of Singapore, Singapore; Puh
azhendi Kal iyappan and Ra
vi
Ram asw
amy, GE Medical Systems, India. With
the advent of quality function deployment, there has been tremendous use of this
tool in product design and development. While QFD prioritizes the technical
attributes of a product based on the voice of the customer, businesses often
encounter unforeseen risks in executing these attributes. This paper integrates
the two concepts of circle-of-control and the effort-impact matrix into QFD. The
purpose is to help businesses to objectively analyze the feasibility and
organizational efficiency of implementing the technical attributes. A case study
done at GE Medical Systems, India, is presented. The case brings to light the
advantage of this new perspective in achieving operational excellence and
customer satisfaction.
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