质量功能展开(QFD).ppt

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1、质量功能展开质量功能展开(QFD)6 6 质量功能展开质量功能展开QFD-简介简介起源 Mitsubishi 三菱神户造船厂1972n由Toyota及其供应商联合开发n延伸到其它领域的供应商n消费电子，家用电器，服装纺织，建筑设计等n Ford 和 GM 在1980s开始导入n数字设备,Hewlett-Packard,AT&T,ITT QFD的历史的历史QFDQFD的简要历史回顾的简要历史回顾产品设计必须反映客户的需求和口味产品设计必须反映客户的需求和口味 质量功能展开质量功能展开QFD-简介简介开始导入阶段开始导入阶段开始导入阶段开始导入阶段从外部往里从外部往里从外部往里从外部往里全面开展阶

2、段全面开展阶段全面开展阶段全面开展阶段 the Customer for the Customer95 96 97 98 99 00 00+95 96 97 98 99 00 00+生产率生产率&资产利用率资产利用率 关注产品关注产品设计设计 6 我们的工作方式我们的工作方式 Our DNA 对客户的对客户的影响影响Roadmap to Customer Impact6 Sigma 6 Sigma 关注重点的演变关注重点的演变逐渐向客户的需求转变逐渐向客户的需求转变逐渐向客户的需求转变逐渐向客户的需求转变以客户为中心以客户为中心DFSSDMAIC以客户为中心以客户为中心以客户为中心以客户为中心

3、 质量功能展开质量功能展开QFD-简介简介任何改进都建立在任何改进都建立在倾听客户的呼声基础上倾听客户的呼声基础上市场战略市场战略业务流程改进产品设计产品设计提高客户满意度项目流程再造服务改善VOC-VOC-客户的呼声客户的呼声客户的呼声客户的呼声客户呼声客户呼声 质量功能展开质量功能展开QFD-简介简介Design ChangesTime1st 产品产品 QFD第一次就做对第一次就做对*Typical Automotive Data客户呼声客户呼声NOQFD成本变化成本变化 质量功能展开质量功能展开QFD-简介简介n将客户需求VOC与 CTQs联系在一起n综合客户需求及收集的市场竞争数据来设

4、计目标n包含组织内所有相关的功能部门 QFD 在产品或流程的设计阶段开始把客户的需求和期望转化为 CTQs客户呼声客户呼声 质量功能展开质量功能展开QFD-简介简介I I别客户别客户别客户别客户DetermineDeterminePriorityPriorityRequirementsRequirements收集客户收集客户收集客户收集客户需求需求需求需求CTQsCTQs具体化具体化具体化具体化DMAIC 路径图路径图控制控制改进改进分析分析定义定义测量测量测量测量CTQs(HOWS)Customer Requirements(WHATS)QFD客户呼声客户呼声将客户呼声将客户呼声将客户呼声将

5、客户呼声VOC VOC 和你的项目联系在一起和你的项目联系在一起和你的项目联系在一起和你的项目联系在一起 质量功能展开质量功能展开QFD-简介简介n质量屋由哪些房间构成?n各个房间之间的关系?7342165客户要求客户要求(是什么是什么)客户客户评估评估等级等级目标目标技术评估技术评估联系联系(What vs.How)技术要求技术要求(怎么做怎么做)Correlation相关性相关性目标目标重重要要性性如何重要如何重要QFD核心模型核心模型质量屋质量屋 质量功能展开质量功能展开QFD-简介简介目标目标 收集/总结 客户/用户的数据有团队进行客户研究/调查/面谈建立收集客户呼声的流程1 1客户需

6、求客户需求(What)(What)房间房间 1客户需求客户需求 质量功能展开质量功能展开QFD-简介简介准确的订单输入正确的发票亮度节省能源寿命及时的送货订单处理比较专业的销售人员专业的客户服务人员准确产品质量速度客户服务第一层第一层第二层第二层定义客户的需要和要求定义客户的需要和要求房间房间1需要的是需要的是第二层次的要求第二层次的要求 第二层次需要第二层次需要对第一层次的要对第一层次的要求加以拓宽求加以拓宽客户需求客户需求 质量功能展开质量功能展开QFD-简介简介房间房间1提示提示:n关注需求而不是解决方案 n基本需求必须首先得到满足，如有可能应考虑取悦客户的方面n可以通过客户调查、拜访客

7、户等方法收集客户需求客户要求客户要求 质量功能展开质量功能展开QFD-简介简介目标目标n决定客户需要和要求的重要性n定义你的组织如何追求竞争的领先地位2 2客户评分客户评分等级等级重重要要性性房间房间2只有客户自己可以决定需求的重要性竞争对手需选择市场领先者或公司关注的潜在对手客户会提供竞争对手在满足客户需求方面的有效性客户评估的最高等级一般是完美的服务客户评分客户评分 质量功能展开质量功能展开QFD-简介简介回顾公司的竞争表现回顾公司的竞争表现n通过对比检查你公司和竞争对手在满足客户需求方面的差距 n至少与两个重要竞争对手比较房间房间25Accurate Order EntryCorrect

8、 BillingCustomer Requirement31 2 345 Competitive ComparisonImportKey:GECompetitor ACompetitor B竞争对比竞争对比 质量功能展开质量功能展开QFD-简介简介Accurate Order EntryCorrect BillingLumen PerformanceEnergy SavingsLifeOn-Time DeliveryKnowledgeable SalesStaffCompetent Order Inquiry&Billing Service StaffTarget Goals1 2 3 4 5

9、 Competitive ComparisonImportKey:GECompetitor ACompetitor BRelationship MatrixStrongModerateWeakWeight931334455342Room 2Order PlacementCompetitive Comparison 质量功能展开质量功能展开QFD-简介简介 100 Cards归纳客户的需求并进行排序归纳客户的需求并进行排序拜访客户拜访客户录音录音纪录纪录辨别辨别选择选择成堆文件成堆文件数据分析数据分析需求层次化需求层次化QFD定量定量 定性定性 收集数据收集数据 质量功能展开质量功能展开QFD-

10、简介简介3 3技术要求技术要求How)How)目标目标目标目标n把客户的需要和需求转化为技术要求(CTQs)对于每个属性数据:你将如何满足客户需求，将用何种技术要求来显示满足客户需求的程度?房间房间3属性属性测量测量完全彻底完成的%准时早/晚天数准确缺陷#寿命小时技术要求技术要求 质量功能展开质量功能展开QFD-简介简介房间房间3Accurate Order EntryCorrect BillingLumen PerformanceEnergy SavingsElectrical SafetyOn-Time DeliveryOrder PlacementKnowledgeable SalesS

11、taffCompetent Order Inquiry&Billing Service Staff Target Goals1 2 3 4 5 Competition ComparisonImportKey:GECompetitor A Competitor B334455342Time To Answer Phone#Of Calls Answered/HrTime AllocatedTo Customer#Errors In Entry Process#Of Return Visits%CallbacksAvg Lumen OutputAvg Energy Consumption#Of B

12、illing Adj/Customer#Customer Complaints#Order Filled on Time#of Incorrect Lamp Type Claims技术要求技术要求 质量功能展开质量功能展开QFD-简介简介提示提示:n一些需求可能不只一种测量方法，没有必要强求一一对应n有些需求可能没有明显的测量方法n头脑风暴是识别技术要求的有效方法需要回答的问题:如何测量和评估客户是否得到满足房间房间3技术要求技术要求 质量功能展开质量功能展开QFD-简介简介目标目标n理解和应用技术要求和客户需求之间的联系n“how”(测量)能达到“what”(客户要求)吗?联系程度 n用强、

13、中、弱来衡量“what”和“how”之间的联系4 4联系联系(What vs.How(What vs.How)房间房间4Relationship MatrixStrongModerateWeakWeight931联系联系 质量功能展开质量功能展开QFD-简介简介nCalculate score for each cell by multiplying importance rating for the customer want/need by the value of each related cellnAdd individual scores to determine the impor

14、tance of each technical requirement房间房间4Conduct reality check at the end to make sure order makes logical sense联系联系Accurate Order EntryCorrect Line Item BillingLumen PerformanceEnergy SavingsLifeOn-Time DeliveryOrder PlacementKnowledgeable SalesStaffCompetent Order Inquiry&Billing Service Staff#of I

15、ncorrect Lamp Type Claims#Errors in Entry Process#of Billing Adj/CustomerAvg Lumen OutputAvg Energy Consumption#Customer ProductComplaints#Orders Filled on TimeTime to Answer Phone#Of Calls Answered/HrTime Allocatedto Customer#Of Return visits%CallbacksCompetition ComparisonImportKey:GECompetitor A

16、Competitor BRelationship MatrixStrongModerateWeakWeight9313344553421 2 3 4 5 4150361178753485454903642 质量功能展开质量功能展开QFD-简介简介提示提示:n 保留评估时形成的一些文件n 评估过程需要团队行为并包含重要的利益相关者房间房间4这一步骤的成果是一张关于技术要求相对于满足客户需求的重要性排序清单联系联系 质量功能展开质量功能展开QFD-简介简介目标nUnderstand how to develop the comparison of how your company compares

17、 to its mostserious competitorsA specified individual should obtain key competitors service data by benchmarkingSpend preparatory time with the personnel who will be conducting the performance benchmark study-it is important that they be familiar with the technical requirements the team has establis

18、hedStrive to develop competitive data for every key measureAnalyze the data and identify a quantitative result for each measureFill out the technical evaluation section of the matrix similar to the way the customers competitive comparison of needs is shown5 5Technical EvaluationTechnical Evaluation房

19、间房间5技术评估技术评估 质量功能展开质量功能展开QFD-简介简介Room 5Accurate Order EntryCorrect Line Item BillingLumen PerformanceEnergy SavingsLifeOn-Time DeliveryOrder PlacementKnowledgeable SalesStaffCompetent Order Inquiry&Billing Service Staff#of Incorrect LampType Claims#Errors in Entry ProcessAvg Lumen OutputAvg Energy C

20、onsumption#Customer Product Complaints#Orders Filled on TimeTime to Answer Phone#of Calls Answered/HrTime Allocated to Customer#of Return Visits%CallbackTargetTechnical EvaluationHow Important5432141503611787534854549036421 2 3 4 5 Competitive ComparisonImportKey:GECompetitor A Competitor BRelations

21、hip MatrixStrongModerateWeakWeight931334455342#of Billing Adj/CustomerTechnical Evaluation 质量功能展开质量功能展开QFD-简介简介ObjectivenUnderstand the establishment ofpreliminary targets for the technical requirements that will deliver customer satisfactionIdentify the level of performance whichthe team believes i

22、s required to meetor exceed customer requirementsEvaluate targets by asking:Will this satisfy the customer?Will it make the company more competitive?Are these targets consistent with corporate goals(i.e.,Six Sigma)?What is our capability to achieve this technical requirement or CTQ?6 6TargetsTargets

23、H O W I M P O R T A N TH O W I M P O R T A N TRoom 6Targets 质量功能展开质量功能展开QFD-简介简介Room 6Accurate Order EntryCorrect Line Item BillingLumen PerformanceEnergy SavingsLifeOn-Time DeliveryOrder PlacementKnowledgeable SalesStaffCompetent Order Inquiry&Billing Service Staff#of Incorrect LampType Claims#Erro

24、rs in Entry ProcessAvg Lumen OutputAvg Energy Consumption#Customer Product Complaints%Orders Filled on TimeTime to Answer Phone#of Calls Answered/HrTime Allocated to Customer#of Return Visits%CallbackTargetTechnical EvaluationHow Important5432147624211797534860609636 46 1 2 3 4 5 Competitive Compari

25、sonImportKey:GE Competitor ACompetitor BRelationship MatrixStrongModerateWeakWeight931334455342#of Billing Adj/Customer00087514 Lumens/watt095%20 sec/call19 calls/hr5 min/call5/customer5%Targets 质量功能展开质量功能展开QFD-简介简介Room 6Tips:nSetting measure-specific targets allows the team to define what is requir

26、ed to achieve customer satisfactionnUsing only customer requirements as a basis to specify targets may only meet these needs and not be viewed as an“exciter”nDont just try to meet the competitors current performanceTargets 质量功能展开质量功能展开QFD-简介简介ObjectivenDetermine what needs to happen to each technica

27、l requirement or CTQDetermine whether the technical requirement needs to be maximized minimized or should reach a targetnEstablish the relationship/correlation between the“hows”Positive relationships indicate synergy,negative relationships may indicate “conflicts”7 7CorrelationCorrelationRoom 7+Rela

28、tionshipPositiveNegativeLeave Blank If NO RelationshipCorrelation 质量功能展开质量功能展开QFD-简介简介+Target Goals+nTrade-off between technical requirements may be requirednInnovation may be required to achieve two apparently conflicting technical requirementsRoom 7+Correlation 质量功能展开质量功能展开QFD-简介简介Room 7Tips:nNega

29、tively correlated technical requirements typically require a lot of time and forward thinking(innovation)in an attempt to satisfy both conflicting technical requirementsnConflict resolution between technical requirements should always focus on meeting the customer needs not the organizationsnTechnic

30、al requirements with strong positive correlations can become part of the overall design strategyCorrelation 质量功能展开质量功能展开QFD-简介简介MeasureMeasureAnalyzeAnalyzeDesignDesignQuality Function DeploymentCTQ Flow DownCTQ Flow Down VOC Carried Throughout the ProgramVOC Carried Throughout the ProgramHouseofQua

31、lity#1HouseofQuality#2HouseofQuality#3HouseofQuality#4System Features(Hows)ProductFunctionality(Hows)PartCharacteristics(Hows)Process CTQs(Hows)System Features(Whats)Customer Wants(Whats)Product Functionality(Whats)Part Characteristics(Whats)质量功能展开质量功能展开QFD-简介简介QFD FundamentalsQFD FundamentalsCustom

32、er WantsTechnical RequirementsPart CharacteristicsManufacturing ProcessManufacturingEnvironmentCustomer WantsProduct FunctionalitySystem CharacteristicsDesign AlternativesDigitizationCustomer WantsService RequirementsService ProcessesProcess ControlsServiceEnvironmentFocused on Customer Needs Across

33、 the Value ChainCTQ CTQ FlowdownFlowdownQuality Function Deployment 质量功能展开质量功能展开QFD-简介简介常见的常见的 QFD QFD 使用缺陷使用缺陷 滥用QFD工具 Inadequate priorities 缺乏团队合作-Wrong participant-Lack of team skills-Lack of support-Lack of commitment Too much“chart focus”“Hurry up and get done”Failure to integrate and implement

34、 QFD 质量功能展开质量功能展开QFD-简介简介POINTS TO REMEMBERPOINTS TO REMEMBER The process looks simple but requires effort If there are no“tough spots”the first time:-It probably isnt being done right!Document the obvious points Focus on the end-user customer Charts are not the objective-They are a means for achiev

35、ing the objective Find reasons to succeed,not excuses for failureQuality Function Deployment 质量功能展开质量功能展开QFD-简介简介Key Take AwayKey Take Away QFD 是一个很好决是一个很好决策工具，但决不能代策工具，但决不能代替你的决策替你的决策Quality Function Deployment 质量功能展开质量功能展开QFD-简介简介Appendix AGELcore Example 质量功能展开质量功能展开QFD-简介简介GELcore ExampleChannel Letter QFD-House 1(VOC and CTQs)质量功能展开质量功能展开QFD-简介简介Channel Letter QFD-House 1(Competitive Comparison)质量功能展开质量功能展开QFD-简介简介GELcore ExampleChannel Letter QFD-House 2(Power Supply)质量功能展开质量功能展开QFD-简介简介GELcore ExampleChannel Letter QFD-House 2(LED Socket Assembly)