INTEGRATED TRIZ WITH QFD APPLIED TO AUTOMOTIVE VALVE INDUSTRY

Gustavo Borges Lisboa Silva,Gustavo Aristides Santana Martinez

doi:10.15628/holos.2018.6669

Gustavo Borges Lisboa Silva, Gustavo Aristides Santana Martinez

Open Access

https://doi.org/10.15628/holos.2018.6669

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Journal: Holos	Publication Date: Feb 9, 2018
Citations: 1	License type: CC BY-NC 4.0

Affiliation: Universidade de São Paulo

Abstract

Understanding and assisting the clients in a more efficient way are paramount to maintain and to improve the relationship between the company and their customers. Quality Function Deployment has been used to understand the requirements of the customers. However, some requirements face technical obstacles in relation to the service provided. Theory of Inventive Problem Solving was developed to find innovative solutions to technical problems in products and process. This report describes a method that integrates Quality Function Deployment with Theory of Inventive Problem Solving, which requires technical innovation specified from an analysis of customers´ needs. Then, the technical problems to be solved are defined by quality characteristics, and technical innovation is executed by applying Theory of Inventive Problem Solving. Results showed efficiency on identifying customer’s requirements, reoccurring problems and finding better and innovative solutions.

Highlights

The global market is more and more competitive; it is paramount that companies improve the quality of their products and seek new ways of satisfying their customers in a more effective way
Customer service can be improved by a tool developed in Japan in the 60’s, which deals with the “Voice of the Customer” named Quality Function Deployment (QFD)
Results showed improvement in the field, with a unique exception of an indicator of relative worsening in the field of Business Relationship

Summary

Introduction

The global market is more and more competitive; it is paramount that companies improve the quality of their products and seek new ways of satisfying their customers in a more effective way. Quality and efficient service generate client satisfaction, which makes companies grow in comparison to their competitors. Customer service can be improved by a tool developed in Japan in the 60’s, which deals with the “Voice of the Customer” named Quality Function Deployment (QFD). QFD is greatly used by most Japanese companies because it allows the understanding of customers’ requirements, as data source to new strategies and business The main tool of QFD is a House of Quality (HOQ) that relates to quality characteristics of customers’ requirements. HOQ is divided in seven parts (Franceschini, 2015):

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Methods

Results

Discussion

Conclusion