质量功能展开第四节

质量功能展开第四节质量功能展开将客户的要求及愿望(即客户的心声)转变为产品/服务的要求.识别并控制主要的制造过程参数.产品特性、过程参数及控制变量的文档关系。为什么需要使用QFD?更短的开发时间更少的工程更改提高客户的满意度更好的过程理解，取得更佳的执行成效降低制造成本将最好的产品及服务提供与客户改善组织内沟通及分配任务执行客户要求及重要度保证措施关系矩阵市场竞争性评估措施重要度相互矩阵质量功能展开的四大主要阶段质量屋阶段1:产品规划质量屋阶段2:零件配置质量屋阶段3:过程计划质量屋阶段4:工艺/质量控制矩阵产品及过程的规划阶段执行成效测量CustWants质量屋1质量屋2PerfMeas产品特性质量屋4控制方法ProcChar质量屋3ProdChar过程特性客户的心声质量功能展开质量屋1产品规划执行成效测量客户需求关系矩阵客户需求–如挂墙垫如：没有任何的污点/油渍；

适合一般市场要求；独立式挂靠；稳固于墙上；易于从墙上取下；容易打开；有防护；客户需求：由客户确定的一系列产品及服务的特性.房屋1–挂墙垫例子

PerformanceMeasures各项需求的重要度没有任何的污点/油渍适合一般市场要求独立式挂靠稳固于墙上易于从墙上取下容易打开有防护客户需求对各需求项进行重要度评分据客户对各项要求的重要性，进行100分值范围内评分质量屋1–挂墙垫

执行成效测量需求项的重要度评分没有任何的污点/油渍15适合一般市场要求25独立式挂靠10稳固于墙上20易于从墙上取下15容易打开5有防护10客户需求执行成效测量这是一种对客户要求的产品执行情况的技术评估，进行测量及控制，并不是实际的测试。挂墙垫的执行成效测量没有任何的污点/油渍

适合一般市场要求独立式挂靠；稳固于墙上；

以12类笔书写，后检查污渍情况以12类笔书写，后检查污渍情况检测靠背板的硬度检测稳挂于墙上的时间及其粘住墙上的程度客户要求执行成效测量质量屋1–挂墙垫执行成效测量Importance以12类笔书写，后检查污渍情况检测靠背板的硬度包装测试易掉落程度检测稳挂于墙上的时间粘住墙上的程度没有任何的污点/油渍15适合一般市场要求25独立式挂靠10稳固于墙上20易于从墙上取下15容易打开5有防护10客户要求将客户要求与执行成效的测量结果联系起来执行成效的测量对客户于各个要求项的满意度的测算度如何？用如下的等级描述填写矩阵。:1–星期,3–中等的,9–强度大,空白–即指没有任何关质量屋1–挂墙垫执行成效测量Importance以12类笔书写，后检查污渍情况检测靠背板的硬度包装测试易掉落程度检测稳挂于墙上的时间粘住墙上的程度没有任何的污点/油渍153适合一般市场要求259独立式挂靠109稳固于墙上20393易于从墙上取下159容易打开59有防护101客户要求WeightedImportanceWeightedimportanceisacalculationusedtoprioritizetheinformationinaQFDmatrix=thesumoftheproductsoftheimportanceandrelationshiplevelsforeachcolumnintheQFDmatrix.InHouse1,theweightedimportancedetermineswhichPerformanceMeasuresarethegreatestpredictorsofcustomersatisfaction.WeightedImportanceforHouse1DemandedQualities(15x3)+(25x9)=270TheRoofoftheHouseComparestheeffectthatachangeinonePerformanceMeasurewouldhaveontheotherPerformanceMeasures.Doesnotinteractwithotherportionsofthehouse.Usesascaleof:strongpositive,positive,none,negative,andstrongnegative.RoofoftheHouse(House1)++strongpositive+positive-negative--strongnegative---Improvingpeelenergymayhaveastrongnegativeimpactonthetimethesheetsstickonawall.DesirabletodecreaseDesirabletoincreaseNopreferenceDirectionforimprovementChartA-1TheQualityTableCustomerDemands(What)QualityCharacteristics(How)ANPlanPBCDTotal

Total%

CompanynowCompetitorxCompetitory

PlanRateofimportanceCompanynowCompetitorxCompetitoryPlanRatioofimprovementSalespointAbsoluteweightDemandedWeightCorrelations:

9=strongcorrelation

3=somecorrelation

1=possiblecorrelationSalespoints=1.5,1.2,or1D=AxBxCB=PN4242692074439613219171EasytoholdDoesnotSmearPointlastsDoesnotroll10546533921911229413019995”3pgs3g70%5’5pgs2g80%4”2.5p4g60%5.5”6pgs2g80%34334113144545511.24.823545351.251.59.444333341.33141921.2100LengthTimebetweensharpeningLeaddustgeneratedHexagonalityQFDHouse2ProductQualificationProductCharacteristicsPerformanceMeasuresRelationshipMatrixProductCharacteristicsAttributesthatareobservableand/ormeasurableonthefinalproduct.Exles:thickness,color,weight,size,rawmaterialattributesProductCharacteristicsWhataretheProductCharacteristicsoftheEaselPad?HowmuchwillchangesinthosecharacteristicsaffectthePerformanceMeasures?Useascaleof1forweak,3formediumand9forstrongtoratetheeffects.House2-ProductQualificationMatrixPerformanceMeasuresProductCharacteristicsStrong9Medium3Weak1None0PerformanceMeasuresQFDHouse3ProcessPlanningProcessCharacteristicsProductCharacteristicsRelationshipMatrixProcessCharacteristicsStagesintheprocessthataffectthequality,composition,andcharacteristicsoftheproduct.Observablewhiletheprocessisrunning.

Exles:Adhesivecoatingmethod,coatingthickness,ovenorwebtemperature,viscosity,melttemperatureUnwindPrintedPaperReleaseCoatingDryingOvenPrimerCoatingDryingOvenAdhesiveCoatingDryingOvenJumboWind-up

ReleaseCoatPrimerAdhesiveCoatedJumboSheeting

Cutting

PaddingBackcardApplication

PackagingBacksheetPaddingCompoundBackcardEaselPadProcessFlowProcessCharacteristicsWhatarethestagesinthemanufacturingprocessforEaselPads?Whichproductcharacteristicsareimpactedbyeachstage?Usealevelof1,3,9toratetheimpactHouse3-ProcessPlanningMatrixProductCharacteristicsProcessCharacteristicsStrong9Medium3Weak1None0ProductCharacteristicsQFDHouse4ProcessControlPlanningControlMethodsProcessCharacteristicsRelationshipMatrixControlMethodsThevariablesinaprocessstepthatcanbeadjusted.Exle:linespeed,pumpspeed,oventemperature,nippressure.ControlMethodsInwhichkeystageoftheprocesswouldimprovementeffortshavethegreatestimpactonproductquality?

Whatadjustmentsareyouabletomakeinthisstage?

WhatistheimpactofeachadjustmentontheProductCharacteristics?ProcessCharacteristicsControlMethodsStrong9Medium3Weak1None0House4-ProcessCont