QFD Explained
Enviado por ChicharoPelon77 • 26 de Junio de 2015 • 453 Palabras (2 Páginas) • 133 Visitas
QFD Explained
Use this process to ensure quality throughout the product development process
by Corinne N. Johnson, editorial assistant
Quality function deployment (QFD), often referred to as listening to the voice of the customer, is a structured method
for translating customer requirements into appropriate technical requirements for each stage of product development
and production.1 It is a way to develop a design aimed at satisfying the consumer and translate the consumer's
demands into design targets and major quality assurance points to be used throughout the production stage.2
Traditional quality systems focus on reducing negative quality. (Are there any defects? Is our service poor?)3 QFD is
different because it looks for customer requirements and maximizes positive quality that creates value. (Is the
product fun and easy to use?)
QFD can be used in product development, business, site and test planning, and problem solving. It is used in the
aerospace, manufacturing, software and IT, defense, government, healthcare and service industries.
Background
Shigeru Mizuno and Yoji Akao created QFD in Japan in the 1960s. It was first presented to an American audience in
1983 when Quality Progress published the article "Quality Function Deployment and CWQC in Japan" by Masao Kogure
and Akao.4 Shortly thereafter, the Kaizen Institute (then Cambridge Research) invited Akao to Chicago to lecture on
QFD.
The Matrix
A typical QFD matrix has two parts (see Figure 1):
1. The horizontal part contains customer information. It lists the customer's needs and wants and
determines their relative importance. It also lists customer feedback and complaints.
2. The vertical part contains technical information that responds to customer input. It translates
customer needs and wants into language that can be measured, examines the relationship between
customer and technical requirements, and contains competitive technical data, the targets or goals
set by a company to achieve competitiveness.
The target valuethe
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