Quality Management Lecture 07. Designing and Assuring Quality

The Design Process Product idea generation Customer future needs projection Technology selection for product developement Technology developement for process selection Final product definition Product marketing and distribution preparation Product design and evaluation Manufacturing system design Product manufacture, Delivery and use

QFD – Quality Function Deployment House of quality Customer needs are translated into functional production design Voice of customers

Traditional design vs. QFD Traditional DesignQFD Customer needs Desing Results of design Process Desgin Customer needs Importance to customers Competitiors product Target value for designing Desing Results of design Process Desgin

1. Step – customer needs Customer requirements Clean facilities Comfortable seating Delicious foods Responsive servers

2. Step – technical design elemetns Technical Requirements Type of tileDirt resistance of floor tilesSeat material Server training Menu standardization

3. Step - relationship Customer requirements 1. Clean facilities 2. Comfortable seating 3. Delicious food 4. Responsive servers TechnicalRequirements1. Type if tile2. Dirt resistance of floortile3. Seat material4. Server training 5. Menu standardization – strong relationship 3 – somewhat associated 1 – weak association

4. Step – correlation between technical elements Technical Requirements1. Type of tile2. Dirt resistance of floor tile3. Seat material4. Server training 5. Menu standardization – strong positive 3 – positive -3 – negative -9 – strong negative

5. step. Competitive assessment Both for customer requirements and technical elements 5 point scale A, B – competitiors Us – own company Customer req Us B A A U B B A B A Technical req. 1AAAAUs 2BB S,B 3 Us A 4 5 BB

6. Step – priorizing customer needs importance (1-10) Target value (1-5) Sales point (1-2) Absolute weight – product of these three Imp Target value Sales point Abs. weight Customer requirements 1. Clean facilities Comfortable seating Delicious food Responsive servers 74256

7. Step – priorizing technical requirements Difficulty (1-10) Target value (the same) Absolute weight (sum of the products of relationship between customer requirements and technical requirements and importance to customers) Relative weight (sum of the products of relationship between customer requirements and technical requirements and absolute weight of customer needs

TechnicalRequirements1. Type if tile2. Dirt resistance of floortile3. Seat material4. Server training 5. Menu standardization Customer requirements 1. Clean facilities 2. Comfortable seating 3. Delicious food 4. Responsive servers Imp Target value Sales point Abs. weight Abs. weight Relat. weight Step – final evaluation Σ416 0,19 0,22 Σ2176 0,11 0,160,270,34 Restaurant have to focuse on menu standardization

FMEA (failure mode and effects analysis Reliability – –Component - propensity of a part to fail over a given time –System – probability that a system of component will perform its function over a period of time Can be used for: –Concept –Process –Design –Service –Equipment

Steps 1. step - Identify components or steps 2. step – list all functions 3. step – identify failures 4. step – Idintify its effects 5. step – evaluate the consequances (1-10)

6. stept – Estimate the relative likelihood of occurance for each failure 7. step – estimate the ease of detection 8. Calculate risk – RPN number

Evaluate the risk of a component or a failure –Risk=P (occurrence of the problem)*Lost –occurrence: chance to occur + not revealed by inspection –Lost: the effect of the failure RPN – SR*DR*OR –SR – severity rating –DR – detection rating –OR – Occurrence rating RF – sum of RPNs for failures RP – sum of RFs for parts

Thank you for your attention!