Page 171 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Total Quality Management

Notes QFD teams must ensure that they meet regularly and it is duty of the team leader to ensure
that meetings are effectively held and all members are kept informed about the meetings.

QFD through documentation helps in building product development intelligence,
preventing recurrence of errors, helping new engineers to learn processes faster without
assistance of senior managers and engineers.

The “voice of the customer” is a process used to capture the requirements/feedback from
the customer (internal or external) to provide the customers with the best in class service/
product quality.
Product development personnel need to be directly involved in understanding customer
needs.

Potential customers are the primary source of information if the product is aimed at new
market.

Excitement opportunities (new capabilities or unspoken needs that will cause customer
excitement) are identified through the voice of the engineer, marketing, or customer
support representative.

House of Quality is so called because of the correlation matrix that is roof shaped and sits
on top of the main body of the matrix.

The house of quality is applied for identifying customer requirements and establishing
priorities of design requirements to satisfy CRs. The aim is providing right products for
the right customers.

The objectives and targets section (basement of the house) indicates the relative importance
of the different engineering characteristics and also indicates target levels or measures of
effectiveness for each.
The application of the QFD process is an art that varies somewhat from practitioner to
practitioner.

Analysis in the Technical Competitive Assessment and Customer Competitive Assessment
rooms can help uncover problems in perception.

11.9 Keywords

Epistemology: Epistemology is the investigation of what distinguishes justified belief from
opinion.
House of Quality: A house of quality is a product planning matrix, somewhat resembling a
house which is developed during quality function deployment and shows the relationship of
customer requirements to the means of achieving these requirements.

Organization of Information: It is a term used to refer to the standard protocols by which
information is arranged.
Quality Assurance: Quality assurance is a structured review of the project by an external resource,
to determine the overall project performance and conformance.
Quality Function Development: A systematic methodology that focuses on exactly translating
customer wishes to product changes to process changes is known as QFD.

Systems Thinking: Systems thinking is a method of formal analysis in which the object of study
is viewed as comprising distinct analytical sub-units.

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