Design for Quality

Question 1

What are the Steps of Quality Function Deployment?

Answer 1

From One Perspective (HOUSE OF QUALITY)

1. Market analysis
2. Examination of competitors
3. Identification of key factors of Success
4. Translation of key factors into product/process characteristics

From another Perspective

Product Planning
Product Desig
Process Design
Production Planning.

Question 2

What are the main benefits and Disadvantage of QFD

Answer 2

Primarly Benefits

Better Product Design
Customer Satisfaction
Shorter Production

Sorft Benefits

Improve Knowledge transfer
Team Participation
Improve Communication
Improved Design

Disadvantages

Too many Customer Requirements and Engineering Characteristics make Matrix (House of Quality) too complex and difficult to handle.
Doing the entire process takes too much time and companies decide just use House of Quality.
Getting the appropriate customer input is difficult.
Lack of Knowledge of Management and then lack of support.

Question 3

Explain the Pug Concept Selection

Answer 3

A method to DEVELOP, SELECT ANS EVALUATE MODELS with emphasis in convergent and divergent thinking

Question 4

How do you contruct and evaluate the PUG’s Matrix

Answer 4

Constructing a Pug Matrix
1. Develop or choose criteria for comparison
(CUSTOMER IMPUT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!)
2. Select the alternatives to be Compared
3. Generate Scores
4. Compute the Weighted Score

How to Evaluate the Matrix

1. Select the reference Concept (D)
2. Value the other concepts against (D)
3. Develop the Selected Concept

Question 5

Explain the Elements of the Kano Model

Answer 5

Attractive Quality
One Dimensional Quality
Must be Quality
Reverse Quality
Indifferent Quality

Question 6

Give an example of Kano Model Using a Hotel Room

Answer 6

Must be: An example of this would be a client who checks into a hotel room expecting to find a bed, curtains and bathroom in the room. These items are not called out for by the customer, but would definitely cause them to go elsewhere if any of these “characteristics” were not present. An example of this would be a client who checks into a hotel room expecting to find a bed, curtains and bathroom in the room. These items are not called out for by the customer, but would definitely cause them to go elsewhere if any of these “characteristics” were not present.

Attractive: Another example of this is the amenities platter that some hotels provide their platinum customers upon checking in. I am one of those clients entitled to such a treat. This practice was certainly a delight. It has, however, become an expected part of my check-in, such that if there is no platter waiting in my room, I’m on the phone with the front desk.

Characteristic	Business Client
Price	Performance
Fast check-in	Performance
Express checkout	Must Be
Location	Performance
Comfortable bed	Must Be
Continental breakfast	Must Be
Jacuzzi	Delighter
Internet hook-up	Must Be
Newspaper	Must Be
Cable/HBO	Delighter
Exercise room	Delighter
Swimming pool	Delighter
Restaurant	Performance

Question 7

Describre the different roles of the Customers accoding to Lenghill hall

Answer 7

Customer as a Resource
Customer as Co-Producer
Customer as User
Customer as Product
Customer as Buyer

Question 8

What are the methods to collect customer needs (Direct and Indirect)

Answer 8

• Direct Methods
• Interviews
• Focus groups
• Customer complaints
• Questionnaires, surveys
• Indirect Methods
• Observations in Gemba
• Experiments

Question 9

Companies who will by using QFD?

Answer 9

R&D and Markting Integration
New Markets with not customer data
New Competitors in the Market