Page 163 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Total Quality Management

Notes between the design requirements and the customer attributes. The strength and direction of
each relationship is represented by a graphical symbol creating a matrix of symbols indicating
how well each engineering characteristic meets each customer attribute.
Each step of building House of quality is briefly explained below:

Step 1: Voice of the Customer

The voice of the customer is the primary input the QFD process.
WHAT that a customer needs?
Market survey, sales persons, service team, customer complaints, customer feed back,
Product testing, comparative studies, etc. are the sources to determine the needs.

Step 2: Determine Technical Requirements
Technical requirements are design characteristics that describe the customer requirements
as expressed in the language of the designer or an engineer.
HOWs by which the company will respond to the WHATs.

Step 3: Develop Relationship between Kustomer Needs and Technical Descriptors

It develops a relationship matrix which checks whether final technical descriptors
adequately address customer requirements.

9:3:1 weightage is used to indicate relationship between them where 9 indicates strong
relationship and 1 indicating weak relation.
This process ensures defining strong relationship.

Step 4: Assess the Competitor

Each customer requirement is evaluated with competitors existing products
A scale of 1 to 5 can be used
Evaluates strengths and weaknesses

Provides opportunities for improvements
Helps in developing marketing strategies

Step 5: Develop Prioritized Customer Requirements

Ranking is done to each customer requirement by assigning ratings
Focus groups can be used for ranking
Represents relative importance of each customer requirement
Helps in prioritizing and making trade off decisions

Step 6: Develop Prioritized Technical Requirements

Identifies most needed product specifications which fulfill customer requirements.
They provide specific objectives to guide design process.

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