质量功能部署（QFD）.ppt

If we increase this technical requirement or CTQ, will that help to achieve the customer want? If we reduce this technical requirement or CTQ, will that help to achieve the customer want? If we hit technical requirement or CTQ target, will that help to achieve the customer want? ? ? Target Goals ? ? ? ? ? ? ? ? + + Accurate Order Entry Correct Line Item Billing Lumen Performance Energy Savings Life On-Time Delivery Order Placement Knowledgeable Sales Staff Competent Order Inquiry Billing Service Staff # Errors in Entry Process Avg Lumen Output Avg Energy Consumption # Customer Product Complaints % Orders Filled on Time Time to Answer Phone # of Calls Answered/Hr Time Allocated to Customer # of Return Visits % Callback Accuracy Product Quality Speed Customer Service + Target Goals ? ? Target Technical Evaluation How Important First Level Second Level 54321 41 50 36 117 87 53 48 54 54 90 36 42 1 2 3 4 5 Competition Comparison Import Key: Little Lighting Company Lighting-P Lighting-O Relationship Matrix Strong Moderate Weak Weight 9 3 1 0 0 0 875 14 Lumens/ watt 0 95% 20 sec/call 19 call/hr 5 min/call 5/customer 5% ? ? 3 3 4 4 5 5 3 4 2 ? ? ? ? + + + Now have a discussion regarding the trade-offs between lumen output and Life. # of Incorrect Lamp Type Claims # Billing Adj/Customer Point of Intersection 常见的 QFD 使用缺陷 滥用QFD工具 Inadequate priorities 缺乏团队合作 Wrong participant Lack of team skills Lack of support Lack of commitment Too much “chart focus” “Hurry up and get done” Failure to integrate and implement QFD POINTS TO REMEMBER The process looks simple but requires effort If there are no “tough spots” the first time: It probably isn’t being done right! Document the obvious points Focus on the end-user customer Charts are not the objective They are a means for achieving the objective Find reasons to succeed, not excuses for failure Quality Function Deployment Key Take Away