Quality Function

Deployment

Group 3:

Aviral Sharma 15C | Chand Kapoor 16C | Kumari Geeta 27C | Manish Pathak 28C |
Nitin Mohan Kapoor 35C | Vishal Bhanushali 57C
 What is Service Design?

The activity of planning and organizing people, infrastructure,

communication and material components of a service in order to improve its
quality and the interaction between service provider and customers. The
purpose of service design methodologies is to design according to the needs
of customers or participants, so that the service is user-friendly, competitive
and relevant to the customers.
WHAT IS QFD

Customer driven quality-planning tool

Translates customers needs into

appropriate requirements of products and
services
Guides translation o implicit and imprecise
voice of customers into more precise
services
QFD AND SERVICE DESIGN
Improvements achieved within the early stages such as service design
and process design have a larger influence.

QFD is a tool that makes it possible to transform reactive service

development processes into proactive processes.

The QFD technique is based on the analysis of the clients

requirements, which normally are expressed in qualitative terms, such
as: easy to use, safe, comfortable or luxurious.; it thus makes
this translation into quantitative terms possible
WHY QFD?

Management is concerned Internal workers are concerned

with Strategic and functional ow the product will affect their
issues quality of life

Requirements

Distribution agents are

Consumers are concerned
concerned with purchase
with functionality
transactions and availability
QFD PROCESS

Step 4
Defining
Step 3 Actions
Setting
Step 2 Target Values What
Benchmarkin actions do
Set the
Step 1 g we need to
Establishes target
Prioritizing take to
a definition values for
requirements achieve the
to the level the design
targets
What actions of real measures
do we need performanc
to take to e
achieve the
targets
Steps in QFD
Determine
exactly who Identify
the customers requirement
are s which are
A customer most crucial
Establish
group is any for success customer
Identify and group Likert scale satisfaction
define the affected by can be used for
product to be the product to know the competitors
studied Multiple relative for
Key customer importance identified
QFD starts with the
competitors of customer requiremen
groups are establishment of ts
are also possible objectives which are requirement
Use this as
identified each group derived from s basis of
In this case has their own customer comparison
we have unique needs requirements , called between
taken credit Voice of company
card services Customer(VOC)x and
as the product competitors
Sales factor
is
 Descriptors
Improveme
add more
This step nt
information
involves directions
regarding how
comparison are
the voice of
of key determined
customers is
Translate competitors to best
translated Set Target
customer with regard meet
into voice of values for
requirements to customer
engineer new product
in engineering Every considered needs
Symbols Targets are
characteristic matrix
engineering revised
s Subjective used to
characteristic throughout
These design ratings on a illustrate
should be a concept
attributes are scale of 1 to direction of
measure bale development
known as 5 were used improveme
product Central
voice of It is a nt
technical I: Improve relationship
engineer matrix is
Questionnaire competitive C: Control
assessment O: Optimize developed
s and
interviews M:
with technical Maximize
staff
 ROOF

PRODUCT VOICE OF ENGINEER

CUSTOMERS

STRATEGIC
PLANNING
RELATIONSHI
VOICE OF

ROOM
P ROOM

TECHNICAL
PRIORITIES ROOM
Example: Credit Card Services; QFD Matrix
Analysis
Goal (Future Product): Maximum Value [Importance Rating, Max
(Satisfaction ratings of them all)]
Improvement Ratio: Goal / Satisfaction Ratio of A

Raw Weight = Importance rating * Sales factor * Improvement

Ratio
Technical Assessment

Relationship Value Matrix : CV = Relationship Score * Raw

Weight
 Benefits and Applications
Overcomes 3 major Need and Importance:
problems:
Disregard for voice of customer Helps build quality

Loss of Information Helps reduce costs

Different individuals & functions Facilitates transition from reactive

working to different requirements to preventative