质量功能展开(QFD)解析.pptVIP

1.* 1.* 1.* 1.* 1.* 1.* 1.* 1.* 1.* 需求和“怎样”之间的关系 确定部门/流程对影响客户CTQ的关系 关系 直接强 = 9 直接 = 3 非直接 = 1 需求 5 3 5 4 3 4 3 4 9 9 1 9 3 9 3 3 9 9 9 3 3 9 9 9 9 3 9 9 9 3 3 1 9 9 3 3 3 3 3 3 3 3 9 9 3 1 1 9 “怎样” 销售 项目管理 工程 生产 采购 协作伙伴 客户支援工程师 对客户的快速反应 价格竞争力 产品竞争力 设备质量 设备按时送货 软件质量 软件按时送货 严格执行合同 产品性能表现 量化影响度 部门/流程 需求 5 3 5 4 3 4 3 4 9 9 1 9 3 9 3 3 9 9 9 3 3 9 9 9 9 3 9 9 9 3 3 1 9 9 3 3 3 3 3 3 3 3 9 9 3 1 1 9 115 96 225 144 107 75 142 计算各部门/流程对所有CTQ的总的影响度 对客户的快速反应 价格竞争力 产品竞争力 设备质量 设备按时送货 软件质量 软件按时送货 严格执行合同 产品性能表现 销售 项目管理 工程 生产 采购 协作伙伴 客户支援工程师 滥用QFD 确定合适的解析度 不需要用在任何项目上 没能正确找出优先秩序 缺少团队合作 “快点完成” QFD常见问题 QFD的定期更新 Need 1 Need 2 Need 3 Need 4 Need 5 Need 6 Need 7 5 5 3 4 2 4 1 H H H H L M M M M M M L L L L L HOW 1 HOW 2 HOW 3 HOW 4 HOW 5 HOW 6 HOW 7 57 41 48 13 50 6 21 65 45 21 36 8 52 4 3 lbs 12 in. 3 mils 40 psi 3 8 atm 1 mm 65 45 21 36 8 52 4 QFD 是一种有价值的管理工具 定期更新而不是锁在文件柜里 记住… QFD的程序看来简单但是需要努力才能做好. 很多东西在写下来后看起来很显而易见 但是如果没有任何有争议的东西, 也可能没有做对! 应用QFD在最终用户上. QFD不是目的只是手段. 不要为失败寻找借口, 而要为成功找到理由. QFD 是非常有用的决策辅助工具而不是决策唯一工具 1.* 1.* 1.* 1.* The above chart illustrates the main differences between the so called “voice of the customer” and “what the customer voices”. On the left we have a customer who has a need or task which is provided via some function. Functions are broken up into 3 types which each address a different type of customer need. These in turn illicit different forms of verbal information from the customer. Work functions address basic needs which the customer ASSUMES are in the product (e.g. 4 tires on a car). As a result the customer usually does not speak about them unless the need is NOT being met. Sell functions are like options on a car sticker, they are the high value “want to haves” that customer will communicate. Perk functions are excitement items that customer do NOT speak about because they do not know that they exist. 1.* 1.* 1.* 1.* In this chart, based on typical automotive i