Information Technology Reference
In-Depth Information
Expected
Resource Level
with QFD
Tradional
Planned Resource Level
Tradional Post Release
Problems
Actual or
Unplanned
Resource
Level
Time
FIGURE 12.1
The time phased effort for DFSS vs traditional design.
define their wants and needs using their own expressions, which rarely carry any
actionable technical terminology. The voice of the customer can be affinitized into a
list of needs and wants that can be used as the input in a relationship matrix, which
is called QFD's house of quality (HOQ).
Knowledge of customer's needs and wants is paramount in designing effective
software with innovative and rapid means. Using the QFD methodology allows the
developer to attain the shortest development cycle while ensuring the fulfillment of
the customers' needs and wants.
Figure 12.1 shows that teams who use QFD place more emphasis on responding to
problems early in the design cycle. Intuitively, it incurs more effort, time, resources,
and energy to implement a design change at the production launch than at the concept
phase because more resources are required to resolve problems than to prevent their
occurrence in the first place. QFD is a front-end requirements solicitation technique,
adaptable to any software engineering methodology that quantifiably solicits and
defines critical customer requirements.
With QFD, quality is defined by the customer. Customers want products and
services that, throughout their lives, meet their needs and expectations at a value that
exceeds cost. QFD methodology links the customer needs through design and into
process control. QFD's ability to link and prioritize at the same time provides laser
focus to show the design team where to focus energy and resources.
In this chapter, we will provide the detailed methodology to create the four QFD
houses and evaluate them for completeness and goodness, introduce the Kano model
for voice of the customer (VOC), and relate the QFD with the DFSS road map
introduced in Chapter 11.
12.2
HISTORY OF QFD
QFD was developed in Japan by Dr. Yoji Akao and Shigeru Mizuno in 1966 but was
not westernized until the 1980s. Their purpose was to develop a quality assurance
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