Podcast
Questions and Answers
Which stage in QFD relies on customer requirements to develop and prioritize technical requirements?
Which stage in QFD relies on customer requirements to develop and prioritize technical requirements?
- Process control stage
- Process design stage
- Product design stage
- Performance requirements stage (correct)
What is the purpose of Level 3 in Quality Function Deployment (QFD)?
What is the purpose of Level 3 in Quality Function Deployment (QFD)?
- Develop and prioritize technical requirements
- Identify and prioritize critical parts and assemblies
- Develop and prioritize process points for better customer satisfaction (correct)
- Establish process control and inspection methods
In Level 2 of QFD, what is used to identify and prioritize critical parts and assemblies?
In Level 2 of QFD, what is used to identify and prioritize critical parts and assemblies?
- Customer requirements
- Competitive assessment
- Process points
- Technical requirements (correct)
What is a key step in developing Level 1 QFD according to the text?
What is a key step in developing Level 1 QFD according to the text?
What does the Process control stage in QFD rely on to establish process control and inspection methods?
What does the Process control stage in QFD rely on to establish process control and inspection methods?
Which step is involved in the development of Level 1 QFD?
Which step is involved in the development of Level 1 QFD?
What is the main purpose of Quality Function Deployment (QFD)?
What is the main purpose of Quality Function Deployment (QFD)?
In Quality Function Deployment (QFD), what does 'Q' stand for?
In Quality Function Deployment (QFD), what does 'Q' stand for?
Which model or analysis technique is often used to convert customer requirements into functional product design using QFD?
Which model or analysis technique is often used to convert customer requirements into functional product design using QFD?
What does 'F' represent in Quality Function Deployment (QFD)?
What does 'F' represent in Quality Function Deployment (QFD)?
When using Quality Function Deployment (QFD), what is the purpose of 'deployment'?
When using Quality Function Deployment (QFD), what is the purpose of 'deployment'?
What role does the 'House of Quality' play in the Quality Function Deployment (QFD) process?
What role does the 'House of Quality' play in the Quality Function Deployment (QFD) process?
What is the second step in developing QFD in a restaurant setting?
What is the second step in developing QFD in a restaurant setting?
In the context of QFD, what is the purpose of identifying relationships between customer requirements and technical requirements?
In the context of QFD, what is the purpose of identifying relationships between customer requirements and technical requirements?
Which gap does the SERVQUAL model focus on primarily?
Which gap does the SERVQUAL model focus on primarily?
What does the final step (Step 8) in developing QFD involve?
What does the final step (Step 8) in developing QFD involve?
In QFD, what does Step 6 involve?
In QFD, what does Step 6 involve?
Which type of gap does Gap 4 in the SERVQUAL model refer to?
Which type of gap does Gap 4 in the SERVQUAL model refer to?
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Study Notes
Quality Function Deployment (QFD)
- QFD is a tool for converting customer requirements into functional product design
- It is also called the "House of Quality" or the "Voice of the Customer"
- QFD consists of four levels:
- Level 1: Performance requirements stage, focusing on customer requirements to develop and prioritize technical requirements
- Level 2: Product design stage, focusing on performance requirements to identify and prioritize critical parts and assemblies
- Level 3: Process design stage, focusing on critical parts and assemblies to develop and prioritize process points that can lead to better customer satisfaction
- Level 4: Process control stage, focusing on process design information to establish process control and inspection methods
QFD Steps in Developing Level 1 QFD
- Develop a list of customer requirements
- Develop a list of technical design elements
- Demonstrate the relationships between customer requirements and technical design elements
- Identify the correlations between design elements in the roof of the house
- Perform a competitive assessment of the customer requirements
- Prioritize customer requirements
- Prioritize technical requirements
- Final evaluation
Product Design Considerations
- What functions does the customer want in the product?
- What are the capabilities and limitations of current products?
- What are the limitations of the materials available to produce the product?
- Are better materials available?
- How much will the product cost to make?
- How much must the product cost to make it successful in the market place?
Generic Steps in Product Design
- Identify customer requirements
- Identify technical requirements
- Identify the relationships between customer requirements and technical requirements
- Identify the correlations between the technical requirements
- Competitive assessment of the product
- Prioritize customer requirements
- Prioritize technical requirements
- Final evaluation
Designing Quality into Services
- SERVQUAL model is used to investigate service quality gaps
- SERVQUAL instrument focuses on Gap 5: Customer satisfaction gap
- SERVQUAL model consists of:
- Gap 1: Customer/marketing research gap
- Gap 2: Design gap
- Gap 3: Conformance gap
- Gap 4: Communication gap
- Gap 5: Customer satisfaction gap
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