Quality Function Deployment and Six Sigma: A QFD Handbook 2nd Edition

Make the Most of QFD and the Voice of the Customer in Six Sigma Environments

Quality Function Deployment (QFD) techniques have helped thousands of organizations deliver higher-quality, more user-focused product designs. Now, Lou Cohens classic guide to QFD has been thoroughly updated to fully align QFD with Design for Six Sigma (DFSS) and other state-of-the-art Six Sigma methodologies.

Revised by world-class Six Sigma expert Joe Ficalora and his team at Sigma Breakthrough Technologies, this new editions up-to-date perspective on QFD reflects dozens of successful Six Sigma and DFSS deployments. They offer a start-to-finish methodology for implementing QFD, and systematically illuminate powerful linkages between QFD and Six Sigma, DFSS, Marketing for Six Sigma (MFSS), and Technology for Six Sigma (TFSS). An expanded, start-to-finish case study demonstrates how QFD should function from all angles, from design and marketing to technology and service.

Learn how to

• Identify the roles and advantages of QFD in todays global business environment
• Understand every element of the House of Quality (HOQ)
• Use QFD to drive more competitive product and service development
• Move from the processes you have to the processes you want
• Anticipate QFDs unique challenges, overcome its obstacles, and deploy it successfully
• Extend the HOQ concept all the way through project completion
• Deploy powerful Voice of the Customer (VOC) techniques throughout all phases of development, not just planning
• Adapt QFD for software development, service development, and organizational planning

Whether youre working in operations, engineering, marketing, technology, or service development, this book will help you drive maximum value from all your Six Sigma, QFD, VOC, and DFSS investments.

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Joe Ficalora has done an excellent job of updating Cohens classic text on Quality Function Deployment to show how Six Sigma tools can be effectively used in applying the QFD methodology and how valuable QFD can be in Design for Six Sigma projects. I highly recommended it to practitioners of both disciplines. They will be well rewarded by using this book to guide them in delighting their customers.
John L. Schoonover
Director of Quality
Global Tungsten and Powders

Improving a Classic
For good reasons, the saying Dont mess with success applies to many things in life; thus Lou Cohen and Joe Ficalora have accomplished a feat often fraught with risk. The original book on QFD, by Lou Cohen, was excellent, with ideas and detailed examples for applying QFD to many types of problems. The new edition builds on the original by integrating material on Design for Six Sigma, making it highly likely that it will remain a key reference.Whether you are working on developing a new product or a transactional business process, this updated edition will help you focus your efforts on what customers really want and needso important to delivering something customers will pay for.
John P. King
Jewett & King Associates

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Joseph P. Ficalora is currently VP of Technology at SBTI, a leading consulting firm for manufacturing, quality and engineering services, with specialties in Six Sigma and Lean Enterprise applications. He is responsible for SBTI's methodologies, content, and technical approaches. Ficalora designed and developed the highly acclaimed SBTI Master Black Belt Program, and has led multiple Six Sigma deployments in operations and engineering. Louis Cohen, a well-known QFD practitioner, spent 35 years as a product developer and quality manager in the computer industry before becoming a freelance consultant helping clients apply QFD to products ranging from software to laundry detergent.

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Foreword      xv
Preface      xvii
Acknowledgments      xxiii
About the Authors      xxv

Part I: ABOUT QUALITY FUNCTION DEPLOYMENT AND SIX SIGMA      1

Chapter 1: What Are QFD and Six Sigma?      3
1.1   Brief Capsule Description 3
1.2   What Is Six Sigma? 10
1.3   History of QFD and Six Sigma 19
1.4   What Is QFD Being Used for Today? 27
1.5   Discussion Questions 29

Chapter 2: How QFD Fits in the Organization      31
2.1   The Challenge to the Organization 32
2.2   Increasing Revenues 34
2.3   Decreasing Costs 35
2.4   Dealing with Market Shifts and Cycle-Time Reduction 36
2.5   Challenges to Rapid Product Development 38
2.6   QFDs Role as Communication Tool 43
2.7   Concurrent Engineering: A Paradigm Shift 44
2.8   Kanos Model 47
2.9   The Lessons of Kanos Model 52
2.10 Summary 53
2.11 Discussion Questions 53

Chapter 3: Tying QFD to Design, Marketing, and Technology 55
3.1   QFD and Design for Six Sigma (DFSS) 56
3.2   QFD and Six Sigma Process Design 63
3.3   QFD and Marketing for Six Sigma 67
3.4   QFD and Technology for Six Sigma 69
3.5   Summary 75
3.6   Discussion Questions 76

Part II: QFD AT GROUND LEVEL      77

Chapter 4: Support Tools for QFD      79
4.1   The Seven Management and Planning Tools 80
4.2   Affinity Diagram 81
4.3   Tree Diagram 89
4.4   The Matrix Diagram 91
4.5   The Prioritization Matrix 93
4.6   Additional Tools for QFD Practitioners from Six Sigma 97
4.7   Summary 109
4.8   Discussion Questions 109

Chapter 5: Overview of the House of Quality      113
5.1   Tour of the House of Quality 114
5.2   Summary 118
5.3   Discussion Questions 119

Chapter 6: Customer Needs and Benefits Section      121
6.1   Gather the Voice of the Customer 123
6.2   Sort the Voice of the Customer into Major Categories 126
6.3   Structure the Needs 137
6.4   Summary 139
6.5   Discussion Questions 140

Chapter 7: The Product Planning Matrix      141
7.1   Importance to the Customer 144
7.2   Customer Satisfaction Performance 151
7.3   Competitive Satisfaction Performance 154
7.4   Goal and Improve...

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