Iso9000 QFD

ISO 9000 series QFD: Quality Function Deployment
MST326 lecture 4
02 February 2007 MATS324/iso9000-qfd.ppt
Drivers for Quality Management

fundamental foundation for effective business practice is good customer-supplier relationships After WWII, increasing requirement for inspection of products and documentation of procedures
o defence (US MIL-Q-9858a and NATO AQAP) o space (NASA QSR) o nuclear and power generation
Drivers for Quality Management

At first, each customer would audit suppliers practices and procedures need for a widely accepted single route to company-wide certification identified national standards for specific products define minimum specifications
02 February 2007
MATS324/iso9000-qfd.ppt
BS 5750 (1979)
United Kingdom in 1979: BS5750 Quality Management and Systems developed to permit a company to document its commitment to quality and the standard of its quality systems.
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ISO 9000:1987 series

International Organisation for Standards (ISO) adopted a series of quality standards, ISO 9000:1987 based on BS5750 strongly influenced by the US Department of Defence Military Standards (MILspecs). initial version was focused on quality control using retroactive checking and corrective actions.
ISO 9000:1994 series

ISO 9000 was revised in 1994 greater emphasis on quality assurance via preventive actions. required evidence of compliance with documented procedures tended to create a significant volume of associated procedure ("do it as you document it") manuals and bureaucracy.
QS-9000
Ford, Chrysler, General Motors and other automotive/truck manufacturers identified deficiencies in ISO9000:1994 undertook a re-interpretation and extension to develop QS-9000 additionally addressed continuous improvement, manufacturing capability and production part approval processes.
ISO9000:2000 series
moved towards process performance metrics reduced the need for documented procedures where clear evidence exists that the process is working well.
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ISO9000:2000 series
standards provide criteria for companies to "certify" their quality management
o recertification is required every three years
achieve "registration" by third-party auditor. the system

o verifies practice and processes o provides objective 3rd party validation o enables benchmarking.
ISO9000:2000 eight quality management principles

o Customer focus o Leadership o Involvement of people o Process approach o System approach to management o Continual improvement o Factual approach to decision making o Mutually beneficial supplier relationships o The next step
ISO9000:2000 series
Four primary Quality Management Standards (QMS):
o ISO 9000: QMS - Fundamentals and Vocabulary (recommended reading) o ISO 9001: QMS - Requirements (required standard) o ISO 9004: QMS - Guidance for Performance Improvement (recommended reading) o ISO19011: Guidelines on Quality and Environmental Auditing
ISO9000:2000 structure
Four major sections
o Management Responsibility o Resource Management o Product Realisation o Measurement, Analysis and Improvement
Divided into 21 elements
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ISO9000 structure I
Management Responsibility
1. 2. 3. 4. 5. 6. management commitment customer focus quality policy planning administration management review
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ISO9000 structure II
Resource Management
7. provision of resources 8. human resources 9. facilities 10. work environment
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ISO9000 structure III

Product Realisation
11. planning of realisation processes 12. customer-related processes 13. design and/or development 14. purchasing 15. production and service operations 16. control of measuring and monitoring devices
ISO9000 structure IV
Measurement, Analysis and Improvement
17. planning 18. measurement and monitoring 19. control of nonconformity 20. analysis of data 21. improvement
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QMS costs
costs of certification may be considerable.
o Evans and Lindsay [page 137] suggest
registration audit may cost US$10-40K training and documentation of order of US$100K.
o recording of the activities of the company can save money: the data used to
inform individual changes underpin continuous improvement programs invaluable as evidence in the event of litigation
Consequent upon ISO9000...

DuPont
o increased on-time deliveries from 70-90% o decreased cycle times from 15 to 1.5 days o increased first-pass yields from 72 to 90% o reduced number of test procedures by 1/3.
Toronto Plastics (Canada)

o reduced defects/1000 from 150 to 15 in 1 year
Delcor Homes (Michigan builder)

o reduced correctable defect rates from 27.4 to 1.7 in just two years.
Other relevant standards I ...

ISO 10006 project management ISO 10007 configuration management ISO 10012 measurement systems ISO 10013 quality documentation ISO/TR 10014 managing economics of quality ISO 10015 training ISO 17799 security ISO 19011 auditing
Other relevant standards II ...

ISO/TS 16949 automotive suppliers ISO 17021 part one: conformity assessment ... for bodies providing audit/certification of management systems
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Other relevant standards III ...

BS 8300:2001 Design of buildings and their approaches to meet the needs of disabled people BS 8887-1:2006 Design for manufacture, assembly, disassembly and end-of-life processing (MADE). General concepts, process and requirements
BS 7000 Design Management Systems.

1. Guide to managing innovation 2. Guide to managing the design of manufactured products 3. Guide to managing service design 4. Guide to managing design in construction 5. Guide to managing obsolescence 6. Managing inclusive design. Guide 10. Glossary of terms used in design management
Product design for SMEs

BS 7373-1:2001 Guide to the preparation of specifications. BS 7373-2:2001 Product specifications. Guide to identifying criteria for a product specification and to declaring product conformity BS 7373-3:2005 Product specifications. Guide to identifying criteria for specifying a service offering
Quality Function Deployment

A systematic method for transferring customer wants/needs/expectations into product and process characteristics Developed by Shigeru Mizuno (1910-1989) and Yoji Akao (b.1928) in Japan
o hinshitsu kino tenkai
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Excellent tool for communication between cross-functional groups Provides a common basis for
o Integrated Product Development o Simultaneous Engineering o Concurrent Engineering
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QFD work divides into four parts
o market analysis to establish needs and expectations o examination of competitors abilities o identification of key factors for success o translation of key factors into product and process characteristics
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Conjoint Analysis (market survey)
o potential customers asked to rank a number of product concepts o important factors chosen by factorial design with two levels (statistical design of experiments)
Toyota halved design costs and reduced development time by 1/3 after starting to use QFD

Analysis of competitor products should
o go on continuously o subject them to same scrutiny as own company products
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Product planning
o house of quality
Product design
o parts deployment
Process design
o process planning
Production design
o production planning

Engineering Characteristics Part Characteristics Key Process Operations Engineering Characteristics
Customer Attributes
Production Requirements
Key Process Operations
Part Characteristics
House of Quality
Parts Deployment
Process Planning
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Production Planning

Product planning
o wishes of customer transferred to product o evaluation of competitor products o identification of important properties
Product design
o choose best design to fulfil targets o identify critical parts and components o further R&D if needed

Process design
o critical parameters identified o process control/improvement methods set
Production design
o design instructions for production o define measurements, frequency and tools to be used
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Some URLs for QFD

http://www.qfdi.org/ http://www.iti-oh.com/cppd/qfd/qfd_basics.htm
http://www.becker-associates.com/qfdwhatis.htm
http://www.pardee-quality-methods.com/qfdis.html
http://www.npd-solutions.com/qfd.html http://www.icqfd.org/
02 February 2007

Iso9000 QFD

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ISO 9000 series QFD: Quality Function Deployment

Drivers for Quality Management

Drivers for Quality Management

ISO 9000:1987 series

ISO 9000:1994 series

achieve "registration" by third-party auditor. the system

ISO9000:2000 eight quality management principles

Divided into 21 elements

ISO9000 structure III

Consequent upon ISO9000...

Toronto Plastics (Canada)

Delcor Homes (Michigan builder)

Other relevant standards I ...

Other relevant standards II ...

Other relevant standards III ...

BS 7000 Design Management Systems.

Product design for SMEs

Quality Function Deployment

Quality Function Deployment

Quality Function Deployment

Quality Function Deployment

Quality Function Deployment

Quality Function Deployment

Quality Function Deployment

Quality Function Deployment

Quality Function Deployment

Some URLs for QFD

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