Académique Documents
Professionnel Documents
Culture Documents
Management
Design of Goods
and Services
Differentiation
Shouldice Hospital
Low cost
Taco Bell
Rapid response
Toyota
Customer Requirements
Functional Specifications
Introduction
Evaluation
2008 Prentice Hall, Inc. 5 14
Quality Function
Deployment
Identify customer wants
Identify how the good/service will satisfy
customer wants
Relate customer wants to product hows
Identify relationships between the firms hows
Develop importance ratings
Evaluate competing products
Compare performance to desirable technical
attributes
2008 Prentice Hall, Inc. 5 15
QFD House of Quality
Interrelationships
Customer
importance
How to satisfy
ratings
customer wants
Competitive
assessment
What the Relationship
customer matrix
wants
Aluminum components
Ergonomic design
Auto exposure
Company A
Company B
Paint pallet
Auto focus
Completed
Lightweight 3 G P
House of Easy to use 4 G P
Quality Reliable
Easy to hold steady 2
5 F G
G P
Color correction 1 P P
Our importance ratings 22 9 27 27 32 25
2 circuits
attributes)
2 to
0.5 A
75%
Company A 0.7 60% yes 1 ok G
Technical
Company B 0.6 50% yes 2 ok F
evaluation
Us 0.5 75% yes 2 ok G
2008 Prentice Hall, Inc. 5 18
House of Quality Sequence
Deploying resources through the
organization in response to
customer requirements
Quality
plan
Production
process
Production
Specific
process
components House
components
4
Specific
Design House
characteristics
characteristics
3
House
Design
requirements
2
Customer
House
1
Figure 5.4
Figure 5.5
2008 Prentice Hall, Inc. 5 23
Issues for Product
Development
Robust design
Modular design
Computer-aided design (CAD)
Computer-aided manufacturing (CAM)
Virtual reality technology
Value analysis
Environmentally friendly design
1. Product quality
2. Shorter design time
3. Production cost reductions
4. Database availability
5. New range of capabilities
Design
Production
Destruction
For Design
For Manufacture/Assembly
Occupational Safety and Health
Administration
Environmental Protection Agency
Professional ergonomic standards
State and local laws dealing with
employment standards, discrimination, etc.
2008 Prentice Hall, Inc. 5 38
Legal and Industry
Standards
For Disassembly/Disposal
Figure 5.8
Figure 5.10
Assembly drawing
Assembly chart
Route sheet
Work order
Engineering change notices (ECNs)
Shows exploded
view of product
Details relative
locations to
show how to
assemble the
product
Work Order
Item Quantity Start Date Due Date
157C 125 5/2/08 5/4/08
Production Delivery
Dept Location
F32 Dept K11
Cost and quality are still determined at delivery such as stress test for
cardiac exam or delivery of a
baby
the design stage
Delay customization
(c) Customer participation in design and
delivery such as counseling, college
Modularization education, financial management of
personal affairs, or interior decorating
Reduce customer interaction, often
through automation Figure 5.12
2008 Prentice Hall, Inc. 5 60
Documents for Services