Quality Function Deployment Matrix Research Articles

The Balanced Scorecard versus quality award models as strategic frameworks

During the 1980s and 1990s, increasing criticism was mounted against the use of performance measures based on traditional financial management. Consequently, strategic frameworks were developed for managing organisational performance, among them the Malcolm Baldrige National Quality Award (MBNQA), the European Foundation for Quality Management (EFQM) and the Balanced Scorecard. This work compares the strategic framework of the Balanced Scorecard method to that of the quality award models. The comparison indicates that of the three frameworks, the Balanced Scorecard has important advantages, among them sequential objectives, capability of directing long-term programs, possibility of selecting relevant performance measures, measurement based on actual data and two levels of feedback. Nevertheless, the Balanced Scorecard has some limitations. This paper deals with two of these limitations: (1) no basic guidelines for selecting performance measures, and (2) complex feedback from the financial perspective to the customer and process perspectives. This paper proposes a structured methodological approach based on the Quality Function Deployment (QFD) to improve implementation of the Balanced Scorecard method in an individual organisation. A QFD Balanced Scorecard construction map shows the linkages among five QFD matrices. The map ensures that every financial performance defined by the enterprise strategy is linked to a set of performances measures in the relevant domains that may eventually influence future results.

Evaluation of quality in an educational institute: a quality function deployment approach

Quality Function Deployment (QFD) is one of the Total Quality Management (TQM) techniques which can be applied for process and design improvement. This paper develops a framework for quality in an educational institute on the basis of literature review. A relationship matrix is developed between five identified groups of ‘Dimensions of Quality’ and twelve sets of ‘Enablers’ in an educational institute. It further outlines a QFD model based on interrelationship and intra relationship among dimensions of Quality, Enablers and customers .The indices developed based on the QFD matrix are utilized for quality planning and monitoring. The procedure is equally important for different types of technical institutes for self analysis, enhancing effectiveness and generating Competitiveness Key words: Education institute, QFD, relationship matrix.

A Method to Reflect Corporate Business Strategy on Information System Assessment Using the Quality Function Deployment and Analytic Hierarchy Process

In order to formulate an effective information system investment plan of a company, it is important to recognize the priority of the company's information systems and the characteristics of its business strategy. For different business strategy leads a company to different IS strategy, this article presents a method to reflect corporate business strategy for prioritizing and assessing different information systems. The model, which is loosely based on quality function deployment (QFD), incorporates corporate business strategy, information systems characteristics as rows and columns of QFD matrix. In addition, analytic hierarchy process (AHP) is used to determine the intensity of the relationship between the row and column variables of the matrix. Finally, the applicability of the proposed method is demonstrated with a case study that summarizes an intervention in which the model's framework and basic concepts were applied.

Quality function deployment implementation based on Fuzzy Kano model: An application in PLM system

Product lifecycle management (PLM), a strategic business system allows more effective communication among different groups at dispersed locations to share ideas and access information needed for developing new products and executing innovative processes. The main function of PLM is to develop an attractive system which ensures customer satisfaction. Therefore, one of the important topics of the PLM system developments is to take customer requirements into consideration. Quality function deployment (QFD) has been widely used for numerous years; it is one of the structured methodologies that are used to translate customer needs into specific quality development. However, in the traditional QFD approach, each element’s interdependence and customer requirements are usually not systematically treated. Additionally, the Kano model can effectively classify customer demand attributes, but to make Kano model more objective in the course of weighing, we have also included Fuzzy mode in our discussion. This study presents an integrative approach by incorporating the Kano model with Fuzzy mode into the matrix of QFD and adjusting customer requirement weights. This approach can fulfill two objectives, First, through the Kano model with the Fuzzy mode, it will not only discriminate out options for the required attributes in much more breadth but also simultaneously render the discretions on the linguistic implications much more accurate with the aid of the ambiguous questionnaire response method. Second, combining the Kano model and QFD, can not only provide a new way to optimize the product design but can also enhance customer satisfaction and loyalty, and minimize dissatisfaction. The proposed methods can be useful to both practitioners and researchers. To illustrate our findings, we have incorporated an example which suggests that the proposed approach can contribute to the creation of attractive PLM attributes and PLM innovation.

Two-dimensional Quality Function Deployment: An Application for Deciding Quality Strategy Using Fuzzy Logic

A traditional Quality Function Deployment (QFD) has two shortcomings that are seldom considered. First, the relation in a traditional QFD matrix is frequently regarded only as a positive one. Therefore, the negative effect, which may be hidden in the blank cell (the category of ‘No relation’) of the QFD matrix, is neglected when computing the absolute importance of some design parameters, thus undermining the precision. Second, how to decide quality strategy, in view of limited resources, is not considered. The proposed method, called two-dimensional quality function deployment (2D-QFD), is developed from the ideas of Kano's model and fuzzy logic. The relation in the QFD matrix is distinguished through a questionnaire that consists of a pair of positive and negative questions. Furthermore, the qualitative relation, according to Kano's two-dimensional quality classification, in the QFD matrix is quantified by fuzzy logic. The negative relation in the QFD matrix may be derived when the membership function of fuzzy set ‘R (reverse attribute defined in Kano's model)’ is located in the negative score range. Under the consideration of limited resources, 2D-QFD is employed to decide quality strategy as basic type, competitive type or attractive type, by adjusting the membership functions of fuzzy sets in the output variable. This study finds that 2D-QFD is more precise and flexible than a traditional QFD.

One-Day-Design-Studio (ODDS) - a resource-based extended tool for rapid innovation by TRIZ

In a time variable market, Product Development (PD) is faced with great pressures: better customer satisfaction, higher quality, lower cost and faster lead time. In this paper, we propose a brand-new PD concept and tool - One-Day-Design-Studio (ODDS). ODDS is a PD service platform integrated with Quality Function Deployment (QFD), Theory of Invention Problem Solving (TRIZ) and Distributed Knowledge Resources (DKRs) methods and tools to support the innovation process. ODDS exactly identifies the customers' requirements and product characteristics with the integrated HOQ tools of QFD and Contradictions Matrix of TRIZ and rapidly derives feasible solutions with DKRs. The application case of ODDS about re-design of bearing and rotor turbo-inflator is studied in detail, which shows us a bright future for research in computer-aided innovation.

Integrating Target Costing Into Perception-Based Concept Evaluation of Complex and Large-Scale Systems Using Simultaneously Decomposed QFD

In the conceptual design phase, engineers may need to perceptually screen and prioritize feasible design concepts by their potential to fulfill both customer and financial requirements. This paper presents a system design methodology that integrates perception-based concept evaluation and target costing of complex and large-scale systems. The methodology decomposes a system into modules and evaluates each module concept with its target requirements and cost. This method proposes the decomposition of quality function deployment matrices simultaneously for both requirements and structure in order to allocate the worth and target cost of the modules in a system. Developed from module concepts that satisfy their target requirements and cost, this new system should better satisfy both customer and financial requirements.

A quality function deployment approach to internal benchmarking of critical success factors of strategic quality management

This paper presents a methodology to benchmark the quality-related action programmes and critical success factors of Strategic Quality Management (SQM) for manufacturing industries using the Quality Function Deployment (QFD) approach. The expert committee constituted for this research project identified 27 organisation performance requirements. The required quality-related action programmes to achieve the identified organisation performance requirements were obtained by adopting QFD methodology. Eleven SQM critical success factors were derived by grouping the similar quality-related action programmes. The QFD matrix was constructed with the organisation performance requirements as 'Whats' and the quality-related action programmes as 'Hows'. Finally, the critical success factors and the quality-related action programmes were benchmarked by their corresponding importance weight factors. A case study was presented to illustrate the methodology.

A Practical Method for Quantifying Eco‐efficiency Using Eco‐design Support Tools

SummaryEco‐efficiency at the product level is defined as product value per unit of environmental impact. In this paper we present a method for quantifying the eco‐efficiency using quality function deployment (QFD) and life‐cycle impact assessment (LCIA). These well‐known tools are widely used in the manufacturing industry.QFD, which is one of the methods used in product development based on consumer preferences, is introduced to calculate the product value. An index of the product value is calculated as the weighted average of improvement rates of quality characteristics. The importance of customer requirements, derived from the QFD matrix, is applied.Environmental impacts throughout a product life cycle are calculated based on an LCIA method widely used in Japan. By applying the LCIA method of endpoint type, the endpoint damage caused by various life‐cycle inventories is calculated. Willingness to pay is applied to integrate it into a single index.Eco‐design support tools, namely, the life‐cycle planning (LCP) tool and the life‐cycle assessment (LCA) tool, have already been developed. Using these tools, data required for calculation of the eco‐efficiency of products can be collected. The product value is calculated based on QFD data stored in the LCP tool and the environmental impact is calculated using the LCA tool.Case studies of eco‐efficiency are adopted and the adequacy of this method is clarified. Several advantages of this method are characterized.

A Quantification Approach to Software Requirements Analysis and Its Fuzzy Analytic Hierarchy Process Mapping

In this paper, software requirements are analyzed by using quantification theory of type 3 (QT3). On the basis of this quantitative analysis, by utilizing the house of quality (HOQ) matrix of quality function deployment (QFD), and based on the fuzzy analytic hierarchy process (FAHP) improved by fuzzy technique, a method of mapping software requirements going through the process of software design is proposed. Its effectiveness is presented by applying this method to the development process of the CD-R/RW recording device software.

Fuzzy logic approach to prioritise engineering characteristics in quality function deployment (FL‐QFD)

Quality function deployment (QFD) is a proven tool for process and product development, which translates the voice of customer (VoC) into engineering characteristics (EC), and prioritises the ECs, based on the customer's requirements. Conventional QFD evaluates these targets for crisp weights of the customer attributes (CA), identified from the VoCs. The VoCs are not crisp and generally exhibit a well‐defined distribution. Crisp weights assigned to non‐crisp CAs can lead to wrong prioritisation of the EC. In the past, fuzzy numbers have been used to represent the imprecise nature of these judgements and to define more appropriately the relationship between EC and CA. This paper proposes fuzzy logic‐quality function deployment (FL‐QFD) – the use of fuzzy logic principles in QFD. It is an innovative method of determining optimum rating of ECs by simulating the QFD matrix for randomized CA rating in the fuzzied range. The rule‐based knowledge system defines the relationship between the ECs and the CAs. The flexible manufacturing system (FMS) design problem investigated by Khoo and Ho (Khoo, L.P. and Ho., N.C., “Framework of a fuzzy quality function deployment system”, International Journal of Production Research, Vol. 34, 1996, pp. 299‐311) is presented to show the application of the proposed model. The results are compared and examined to study the effect of the CA on prioritising the EC. The paper addresses the issue of defining non‐crisp customer attributes in the QFD, and offers practical help to an individual intending to further investigate the proposed model.

Information deduction approach through quality function deployment for the quantification of the dependency between design tasks

The design structure matrix (DSM) has been widely known as an effective approach for the modelling and analysis of a design process for the manufacture of a product from the perspective of information flow. It provides a formal method to capture and manage the interactions and interdependences among design tasks. Nonetheless, the difficulties in constructing a reliable numerical DSM prevent wider applications of DSM and its derived techniques. In this work, an approach to quantify systematically the dependency between design tasks in a DSM is proposed. The proposed approach aims at estimating the coupling strength of tasks in a DSM by making full use of the information contained in quality function deployment matrices. To realize this, a house of quality matrix is first constructed, followed by transferring the information in the house of quality to an extended design deployment matrix, and then the dependence strength of each task–attribute pair in the extended design deployment matrix is analysed. The details of the proposed approach are presented. The performance of the proposed prototype is illustrated by using a case study on a burn-in system. The results obtained from the case study are discussed.

An analytic model for locating facilities strategically

This paper presents a strategic solution to the facility location problem which incorporates both external and internal criteria in the decision-making process. The external components of the model are customers and their wants, competitors, and the characteristics of various locations. The internal components of the model are the critical processes in the manufacturing organization. The framework presented uses quality function deployment (QFD), analytic hierarchy process (AHP) and analytic network process (ANP). QFD matrices with interconnected rows and columns relate market segments, competitive priorities, critical processes, location attributes and various locations. AHP determines the intensity of the relationship between the row and column variables of each matrix. Finally, ANP determines the intensity of synergistic effects among column variables. The model fine-tunes and adds precision to an otherwise qualitative strategic decision process. The applicability of our proposed model is demonstrated with a case study that summarizes an intervention in which the model's framework and basic concepts were applied.

A DECISION SUPPORT SYSTEM FOR SUPPLIER SELECTION PROCESS

Today's global business environment, characterized by unprecedented competitive pressures and sophisticated customers that demand speedy solution creates a bigger set of potential suppliers to evaluate and to choose from. To deal with the complexities of the supplier selection process, an integration of Quality Function Deployment (QFD), Analytical Hierarchy Process (AHP) and Preemptive Goal Programming (PGP) techniques is proposed. A QFD matrix is used to display the degree of relationship between each pair of requirement for suppliers and supplier evaluating criterion. This paper employs the AHP first to measure the relative importance weighting for each of the requirements in the QFD process. Secondly, it is used to assess the evaluating score for each of the candidate suppliers for each particular supplier-evaluating criterion. PGP is built to deal with some suppliers' constraints such that the total value of purchase (TVP) becomes maximum and the total cost of purchase (TCP) minimum.

Launching Products Towards the Right Target

The textile and apparel industries are under constant pressure to develop and introduce new products; product development is a cornerstone in the survival strategy of any company in these industries. Yet, the development cycles are lengthy and usually require several feedback loops, often showing a mismatch of product properties, cost, and requirements. Other assembly-oriented industries have successfully used managerial tools to integrate the product development process with marketing, product costing, and procurement functions. This paper discusses the use of product development tools (e.g. quality–function–deployment matrix) and target costing as an integrated approach for the textile and apparel industries. With the help of a case study it is shown how this integrated approach can reduce product development cycle time by focusing technical research, and how to incorporate desirable features in the new product design to gain customer satisfaction. The integrated approach facilitates the development of new products that are competitively priced and earn projected profits in a target market niche.

Flexibility-driven index for measuring mass customization feasibility on industrialized products

Mass customization relates to the ability to provide individually designed products and services to customers through high-process flexibility and integration. It enables the delivery of individualized products at prices similar to mass-produced items. This paper proposes a customization index to estimate the viability of implementing mass customization systems. The index establishes a ranking of customizability for different characteristics of a product, which is based on three variables: customer requirements, supplier delivery flexibility and production flexibility. The index is implemented through an original application of the Quality Function Deployment matrix.

Quality function deployment for the good of soccer

This article presents a model for prioritizing and designing rule changes for the game of soccer in order to make it more attractive to soccer enthusiasts. The model, which is loosely based on quality function deployment (QFD), incorporates market segments, sports enthusiast interests, soccer activities, and rules of the game as rows and columns of interconnected QFD matrices. In addition, analytic hierarchy process (AHP) is used to determine the intensity of the relationship between the row and column variables of each matrix, while analytic network process (ANP) is used to determine the intensity of synergy effects among column variables. Finally, a trend extrapolation forecasting technique is used to suggest rule change specifications. The model fine-tunes and adds precision to the otherwise ad hoc process concerning the improvement of the game of soccer, and can provide insight about improvements in other professional sports.

Development of a Generic Quality Function Deployment Matrix

The concept behind the research presented in this article is that a generic software process improvement model, based on quality function deployment (QFD), can be used to help companies improve their software process in an affordable manner while also keeping business goals in focus. The ultimate aim was to develop a model that would be useful in practice for small software development companies. In the course of this project, the researchers developed, verified, and validated part of such a model, the software process matrix (SPM), which is based on the QFD house of quality. The SPM is generic for all companies using it. The processes and practices in the matrix are based on existing software process improvement models. To verify the relationships in the matrix the researchers used hypothesis tests taking expert opinion into account, carried out over three iterations of the matrix. The SPM has been validated using action research with control groups in a longitudinal study.

An analytic model to quantify strategic service vision

This article presents an analytical method for quantifying Heskett’s “Strategic service vision”. The model, which is based on quality function deployment (QFD), and benchmarking, starts with two matrices in series to relate market segments, service concepts, and various processes, as rows and columns of interconnected QFD matrices. In addition, analytic hierarchy process (AHP), a decision‐making tool, is used to determine the intensity of the relationship between the row and column variables of each matrix, while analytic network process (ANP), an extension of AHP, is used to determine the intensity of synergy effects among column variables. Finally, benchmarking is used to suggest potential breakthroughs in service delivery. Ultimately, the goal of these matrices and benchmarking is to add fine‐tuning and precision to an otherwise qualitative strategic decision making process. To demonstrate the applicability of our proposed model to service organizations we develop its basic concepts within the framework of a specific example serving as a background.

Integrating Kano's model in the planning matrix of quality function deployment

The quality of a product or service is ultimately judged in terms of customer satisfaction. Focusing on listening to the voice of the customer (VOC), quality function deployment (QFD) has been used as a quality improvement and product development technique in many fields. To achieve total customer satisfaction in an effective way, QFD practitioners should go beyond merely listening to the VOC. This paper presents an integrative approach by incorporating Kano's model into the planning matrix of QFD to help accurately and deeply understand the nature of the VOC. Based on the Kano model analysis, an approximate transformation function is proposed to adjust the improvement ratio of each customer attribute. Customers' raw priorities are thereby adjusted accordingly for achieving the desired customer satisfaction performance. An example is presented to illustrate the use of Kano's model in QFD. Some benefits as well as further improvements regarding this approach are discussed.