How can you use quality function deployment to translate customer needs into manufacturing objectives?

2 How to collect and analyze the voice of the customer?

The voice of the customer (VOC) is the input that reflects the needs, wants, expectations, and preferences of the customers. To collect the VOC, you can use various methods, such as surveys, interviews, focus groups, observations, or feedback forms. To analyze the VOC, you can use techniques, such as affinity diagrams, Kano models, or Pareto charts, to group, categorize, and prioritize the customer requirements. You should also assign a relative importance or weight to each customer requirement, based on the customer's perception of value.

3 How to define and relate the engineering characteristics?

The engineering characteristics (ECs) are the output that reflects the technical features, specifications, or attributes of the product or service. To define the ECs, you should use measurable and quantifiable units, such as dimensions, weight, speed, or temperature. To relate the ECs to the customer requirements, you should use the body of the house of quality matrix. You should fill in the symbols that represent the degree of correlation between each EC and each customer requirement. For example, you can use a positive symbol (+) for a positive correlation, a negative symbol (-) for a negative correlation, or a blank space for no correlation.

4 How to set and compare the target values?

The target values are the optimal or desired values of the engineering characteristics that meet or exceed the customer requirements. To set the target values, you should use data from market research, competitive analysis, or engineering calculations. You should also consider the trade-offs, constraints, and costs involved in achieving the target values. To compare the target values with the current or planned values of the engineering characteristics, you should use the bottom section of the house of quality matrix. You should also compare the target values with the values of your competitors or benchmarks, to identify your strengths and weaknesses.

5 How to identify and control the process parameters?

The process parameters are the input that affects the performance and quality of the product or service. They include the materials, methods, machines, and measurements used in the manufacturing process. To identify the process parameters, you should use tools, such as cause-and-effect diagrams, failure mode and effects analysis, or control charts, to analyze the sources of variation and defects. To control the process parameters, you should use tools, such as statistical process control, quality assurance, or quality improvement, to monitor and adjust the process to meet the target values of the engineering characteristics.

6 How to update and improve the house of quality?

The house of quality is not a static document, but a dynamic and iterative process. You should update and improve the house of quality as you receive new information, feedback, or changes from the customers, the engineers, or the market. You should also use the house of quality as a basis for developing more detailed and specific matrices for the design, production, and delivery phases of the product or service. By doing so, you can ensure that you align your manufacturing objectives with your customer needs throughout the product life cycle.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?