QF D

Identificar lo que el cliente quiere Identificar como el producto/servicio satisfacer lo que quiere el cliente Relacionar lo que quiere el cliente con los como del producto Identificar la relacin entre los como de la compaa Desarrollar los niveles de importancia Evaluar productos de la competencia

Quality Function Deployment

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-2

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-3

Etapa de generacin de ideas

Finca una base para la entrada al mercado Provides Fuente de ideas
Necesidades del mercado (60-80%); ingeniera y operaciones(20%); tecnologa; competidores; invenciones; empleados

Seguimiento de la estrategia de marketing

Identifica, define y selecciona las mejores oportunidades del mercado
PowerPoint presentation to accompany Operations Management, 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-4

Etapa de requerimientos del cliente

Identifica y posiciona los beneficios clave del producto
Exprsado en propuesta de beneficios principales (CBP) Ejemplo: Larga duracin con mayor potencia (Sears Die Hard Battery)

Casa de la calidad

Identifica una lista detallada de atributos del producto desseados por el cliente
Grupos focus o entrevistas
Requerimientos

Caractersticas del producto

del cliente
PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-5

de como cumplir con los atributos deseados Identifica las especificaciones ingenieriles del producto

Etapa de especificacin funcional Define al producto en trminos

Ejemplo: ruido de impresin(dB)

Prioritiza las caractersticas de ingeniera Puede clasificar al producto contra el de la competencia

Casa de la calidad

Caractersticas del producto

Requerimientos Requerimientos del cliente del cliente
PowerPoint presentation to accompany Operations Management, 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-6

Etapa de especificacin del producto

Determina como se har el producto Le d al producto especificaciones fsicas

Ejemplo: Dimensiones, materiales etc.

Definido por el dibujo de ingeniera Hecho en computadora
Computer-Aided Design (CAD)
PowerPoint presentation to accompany Operations Management,

Casa de la calidad

Especificaciones de componentes

Caractersticas Caractersticas Del producto Del producto

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-7

Quality Function Deployment

Proceso de diseo del producto usando equipos multifuncionales
Marketing, ingeniera, manufactura

Convierte las preferencias del cliente en caractersticas especficas del producto Involucra crear 4 matrices o casas tabulares
Divide el diseo del producto en niveles incrementales de detalle

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-8

Construyendo la casa de la calidad

Identificar lo que quiere el cliente Identificar como el producto/servicio satisfacer lo que el cliente quiere Relaciona lo que el cliente quiere con los como del producto Identifica las relaciones entre los como de la compaa Desarrolla los niveles de importancia Evalua productos de la competencia
PowerPoint presentation to accompany Operations Management, 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-9

Secuencia de la casa de la calidad

Quality Plan

Production Process

Production Process Specific Components

Specific Components

Design Characteristics

House 3

House 4

Design Characteristi cs

House 2

Customer Requireme nts

House 1

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-10

Ejemplo de QFD
Se le ha asignado a un equipo de QFD. La meta es desarrollar un nuevo diseo de cmara. Construya la casa de la calidad.

1984-1994 T/Maker Co.

PowerPoint presentation to accompany Operations Management, 6E (Heizer & Render)

5-11

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

Ejemplo

Customer Customer Importance Requirements

Target Values
PowerPoint presentation to accompany Operations Management, 6E (Heizer & Render) 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

gh relationship8 Medium relationship

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r Low Relationship

Ejemplo
Lo que desea el cliente (pared)

Customer Customer Aluminum Auto Importance Requirements Focus Parts

Auto Exposure

Light weight Easy to use Reliable

Target Values
PowerPoint presentation to accompany Operations Management, 6E (Heizer & Render)

h relationship8 Medium relationship

5-13

r Low Relationship
2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

Ejemplo
Nivel de importancia promedio

Customer Customer Aluminum Auto Importance Requirements Focus Parts

Auto Exposure

Light weight Easy to use Reliable

Target Values

3 2 1

gh relationship8 Medium relationship

PowerPoint presentation to accompany Operations Management, 6E (Heizer & Render) 5-14

r Low Relationship
2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

Ejemplo
Relacin entre los atributose del cliente y las caractersticas de ingeniera (cuartos)
Customer Customer Aluminum Auto Importance Requirements Focus Parts

Auto Exposure 8 8

Light weight Easy to use Reliable

Target Values

3 1

8 8 8

gh relationship8 Medium relationship

PowerPoint presentation to accompany Operations Management, 6E (Heizer & Render) 5-15

r Low Relationship
2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

Ejemplo
Valores meta para las caractersticas de ingeniera (stano); Salida clave
Customer Customer Aluminum Auto Importance Requirements Focus Parts

7 Auto Exposure 8 8
1

Light weight Easy to use Reliable

Target Values

3 1

8 8 8
5 1

gh relationship8 Medium relationship

PowerPoint presentation to accompany Operations Management, 6E (Heizer & Render) 5-16

r Low Relationship
2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

Ejemplo
7
Customer Customer Aluminum Auto Importance Requirements Focus Parts

Auto Exposure 8 8
1

Light weight Easy to use Reliable

Target Values

3 1

8 8 8
5 1

gh relationship8 Medium relationship

PowerPoint presentation to accompany Operations Management, 6E (Heizer & Render) 5-17

r Low Relationship
2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

Manufacturabilidad e Ingeniera de Valor

Beneficios:
Reduce la complejidad de los productos Estandarizacin adicional de los productos Mejora el aspecto funcional del producto Mejora el diseo de operaciones y la seguridad Mejora la mantenabilidad del producto Robustece el diseo

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-18

Reduccin de costo mediante Ingeniera de Valor

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-19

Consideraciones para el diseo del producto

Diseo robusto Competencia basada en tiempos Diseo modular Computer-aided design Anlisis de valor Diseo amigable al ambiente

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-20

Diseo robusto
El producto es diseado de tal manera que pequeas variaciones en la produciin o el ensamble no afecten adversamente al producto

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-21

Diseo modular
El producto se disea en componentes facilemente segmentables Agrega flexibilidad al marketing y a la produccin

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-22

Computer Aided Design (CAD)

Diseo de productos en una plataforma informtica Usualmente usado con CAM

PowerPoint presentation to accompany Operations Management,

1995 Corel Corp.

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

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Beneficios del CAD/CAM

Tiempo de diseo menor Base de datos disponible Nuevas capacidades
Ejemplo: Enfocarse en mayor nmero de ideas

Mejora en la calidad del producto Reduce costos de produccin

PowerPoint presentation to accompany Operations Management, 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-24

Anlisis de valor
Se enfoca en la mejora del diseo para la produccin Busca mejoras que lleven a un mejor producto o a un producto que pueda ser manufacturado econmicamente

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-25

Estrategia enfocada al medio ambiente

Beneficios
Productos seguros y amigables con el ambiente Desperdicio minimo de energa y materia prima Diferenciacin del producto Reducin de la cuota ambiental Conformacin econmica con las regulaciones ambientales Prestigio empresarial (industria limpia)

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-26

Diseo ecolgico
Hacer productos reciclables Usar materiales reciclados Usar ingredientes menos dainos Usar componentes mas ligeros Usar menos energa Usar menos material

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-27

Competencia basada en tiempos

Los ciclos de vida de los productos son mas cortos Desarrollos ms rpidos ganan ventaja sobre la competencia

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-28

 Dibujos de ingeniera Muestran dimensiones, tolerancias y materiales Muestran los cdigos para tecnologa de grupos Lista de materiales Enlista los componentes, cantidades y en donde son usados Muestran la estructura del producto
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Documentacin del producto

1984-1994 T/Make

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

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Montereyshall conform to the Jack (a) U.S. grade AA. Monterey cheese

following requirements: (1)Flavor. Is fine and highly pleasing, free from undesirable flavors and odors. May possess a very slight acid or feed flavor. (2)Body and texture. A plug drawn from the cheese shall be reasonably firm. It shall have numerous small mechanical openings evenly distributed throughout the plug. It shall not possess sweet holes, yeast holes, or other gas holes (3)Color. Shall have a natural, uniform, bright and attractive appearance. (4)Finish and appearance - bandaged and paraffin-dipped. The rind shall be sound, firm, and smooth providing a good protection to the cheese
Code of Federal Regulation, Parts 53 to 109,. Revised as of Jan. 1, 1985, General Service Administration
5-30

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

Dibujo de ingeniera
1 3 /1 6 d ia m e t e r 2 -1 /2 1

1 3 /3 2 d ia m e t e r

1 /4 R 2 -1 /4

45 3 /8 1 -5 /8 1 3 /1 6

1 3 /1 6 5 /1 6

B ra c k e t
PowerPoint presentation to accompany Operations Management,

S c a le : F U L L D ra w n : J . T h o m a s

A - 4 3 5 -0 3 8
5-31

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

Dimensiones y tolerancias

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-32

Lista de materiales
1995 Corel Corp.

Bill of M aterial P/N: 1000 Nam e: Bicycle P/N Desc Q ty Units Level 1001 Handle Bars 1 Each 1 1002 Fram e Assy 1 Each 1 1003 W heels 2 Each 2 1004 Fram e 1 Each 2
PowerPoint presentation to accompany Operations Management, 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

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Listas de materiales

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-34

Desicin de fabricar o comprar

Decidir si un componente se debe fabricar o comprar Se puede comprar el componente como un producto estndar de otro fabricante

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-35

Tecnologa de grupos
Los productos se agrupan en familias
Partes similares

Se usa un cdigo
Describe las caractersticas fsicas y de proceso

Las familias se producen usando manufactura celular

Pequeas lneas de ensamble
PowerPoint presentation to accompany Operations Management, 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458
1984-1994 T/Maker Co.

5-36

Ejemplo de codificacin de tecnologa de grupos

4mm x 45 chamfer 80mm 60mm

112mm

Part function (round rod) Material (steel) Max. length (50 < L < 150) Primary machine (lathe)

Product Code: 1 5 3 1

Round Rod

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-37

Agrupamiento de partes

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-38

Beneficios de la tecnologa de grupos

Mejora el diseo del producto Reduce las compras Reduce el inventario de WIP Mejora el enrutamiento y la carga de la maquinaria Reduce los tiempos de ajuste y de carga de materiales Simplifica la planeacin y el control Simplifica el mantenimiento
PowerPoint presentation to accompany Operations Management, 2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458 5-39

Documentos de produccin
Dibujos de ensamble Tabla de ensamble HOE Hoja de ruta Orden de produccin

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-40

Dibujo de ensamble
Muestra la composicin del producto

Head

Neck End Cap

Handle
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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-41

Tabla de ensamble de un sandwich de atn

1
T u n a F is h SA1 Tuna Assy

A1
S a n d w ic h

M a y o n a is e

FG A2

B re a d

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-42

Dibujo de ensamble y tabla de operacin

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

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Hoja de ruta
Enlista todas las operaciones
R oute Sheet for B racket
Sequence 1 2 3 4 M achine Shear # 3 Shear # 3 D rill press B rake press O peration Shear to length Shear 45 corners D both rill holes B end 90 Setup Tim e 5 8 15 10 O peration Tim nit e/U .030 .050 3.000 .025

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-44

Orden de produccin
Work Order acturing Manuf

Autoriza la produccin de un cierto producto usualmente siguiendo un calendar

er ept Op D Date

JM ved: o Appr
1984-1994 T/Maker Co.

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-45

Aviso de cambio de ingeniera(ECN)

Correccin o modificacin de un dibujo de ingeniera o lista de materiales

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-46

Service Design Nature of Customer Participation

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

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Improving Customer Relations at a Drive-up Window

Be especially discreet when talking with customer through the microphone Provide written instructions for customers who must fill out forms you provide Mark lines to be completed or attach a note with instructions Always say please and thank you Establish eye contact with the customer if the distance allows it If the transaction requires that the customer park the car and come into the lobby, apologize for the inconvenience.

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2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-49

Moment-of-Truth at GTE
Experience Detractors I had to call more than once to get through. A recording spoke to me rather than a person While on hold, I get silence,and wonder if I am disconnected. The operator sounded like he was reading a form routine questions. The operator sounded uninterested I felt the operator rushed me.
PowerPoint presentation to accompany Operations Management,

Standard Expectations Only one local number needs to be dialed I never get a busy signal I get a human being to answer my call quickly and he or she is pleasant and responsive to my problem A timely resolution to my problem is offered The operator is able to explain to me what I can expect to take place

Experience Enhancers The operator was sincerely concerned and apologetic about my problem He asked intelligent questions that allowed me to feel confident in his abilities The operator offered various times to have work done, to suit my schedule Ways to avoid 5-50

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

Application of Decision Trees to Product Design

Particularly useful when there are a series of decisions and outcomes which lead to other decisions and outcomes. Considerations:
Include all possible alternatives and states of nature - including doing nothing Enter payoffs at end of branch Approach determining expected values by pruning tree

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-51

Transition to Production
First issue: knowing when to move to production! Second: must view product development as evolutionary, not responsibility of single individual/department Third: expect to need a trial production period to work the bugs out Fourth: recognize that responsibility must also transition

PowerPoint presentation to accompany Operations Management,

2001 by Prentice Hall, Inc., Upper Saddle River, N.J. 07458

5-52