Customer Attributes(CAs Easy to open and close door Easy to close from outside -Stays open on a hill Easy to open from inside a Doesn't leak in rain No (or little)road noise Shanghai Jiao Tong University 11
Shanghai Jiao Tong University 11 Customer Attributes(CAs) n Easy to open and close door n Easy to close from outside n Stays open on a hill n Easy to open from inside n …… n Isolation n Doesn’t leak in rain n No (or little) road noise n ……
Customer Attributes (CAs) Two problems -Which CAs are important? What does the customer really mean? quiet easy Shanghai Jiao Tong University 12
Shanghai Jiao Tong University 12 Customer Attributes (CAs) n Two problems n Which CAs are important? n What does the customer really mean? quiet easy
QFD Structure 6.Cross correlate specifications 4.Engineering specifications 5.Correlation matrix for requirements specifications suongenlena yuewyoueg 'c 7.Specification targets Shanghai Jiao Tong University 13
Shanghai Jiao Tong University 13 QFD Structure 6. Cross correlate specifications 5. Correlation matrix for requirements & specifications 4. Engineering specifications 7. Specification targets 2. Weights for requirements 1. Customer requirements 3. Benchmark evaluations
Steps of QFD 0.Identify the customers. 1.Determine the customer requirements 2.Determine Requirement Weights 3.Benchmark the competition 4.Convert requirements to quantifiable eng.specs. 5.Correlate customer requirements to eng.specs. 6.Cross-correlate engineering specifications 7.Set the engineering targets with units. Shanghai Jiao Tong University 14
Shanghai Jiao Tong University 14 Steps of QFD 0. Identify the customers. 1. Determine the customer requirements 2. Determine Requirement Weights 3. Benchmark the competition 4. Convert requirements to quantifiable eng. specs. 5. Correlate customer requirements to eng. specs. 6. Cross-correlate engineering specifications 7. Set the engineering targets with units
Step 0:Identify the Customers Every design must serve a practical need of one or more end-users or "customers".There may be several levels of customers/stakeholders with very different interests. It is the desire of the customer that drives the development of the product,NOT the engineer's vision of what the customer should want. Some questions to be asking: What is the target market for the product?Who is the consumer for the product?Who will buy the product (and tell other consumers about the product and its quality)? Who are the stakeholders in the product?What roles will management,SPONSORS,manufacturing personnel,sales staff, service personnel hold?Are they also customers? Shanghai Jiao Tong University 15
Shanghai Jiao Tong University 15 Step 0: Identify the Customers n Every design must serve a practical need of one or more end-users or “customers”. There may be several levels of customers/stakeholders with very different interests. n It is the desire of the customer that drives the development of the product, NOT the engineer’s vision of what the customer should want. n Some questions to be asking: n What is the target market for the product? Who is the consumer for the product? Who will buy the product (and tell other consumers about the product and its quality)? n Who are the stakeholders in the product? What roles will management, SPONSORS, manufacturing personnel, sales staff, service personnel hold? Are they also customers?