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This is a two- to three-day, hands-on workshop. Workshop exercises utilizing
actual product hardware are used extensively to develop a practical understanding of how
to use QFD to capture the voice of the customer (VOC), perform competitive analysis, develop a
product strategy, and derive product requirements. Part of the third day can be used to transition
from the classroom to the workplace using QFD with your own products.
1. INTRODUCTION
- Product Planning and Voice of the Customer
- QFD Introduction
- Basic QFD - The Four Phases
2. VOICE OF THE CUSTOMER
- Kano Model and Types of Customer Requirements (Spoken and Unspoken)
- The Importance of Capturing the Voice of the
Customer (VOC)
- Methods for Capturing VOC
- Customer Meetings / Interviews
- Focus Groups
- Observation
- Market Research
- Organizing Customer Needs
- Creating a Data Dictionary
3. PRODUCT PLANNING (HOUSE OF QUALITY)
- Development of the Product Planning Matrix Based on Voice of the Customer
- Customer Needs and Priorities
- Competitive Assessment & Product Strategy
- Exercise 1: Organizing Customer Requirements, Evaluating the Competition
and Developing a Product Strategy (Team Development of a New Pocket Calculator
Product )
- Guidelines for Developing Technical
Characteristics
- Exercise 2: Developing Technical Characteristics for the New
Product & Establishing Relationships with Customer Requirements
- Exercise 3: Performing a Technical Evaluation (Product Benchmarking
with Competitive Calculators)
- Identifying and Addressing Interactions
- Technical Difficulty and Program Risks
- Exercise 4: Considering Interactions, Risks, Importance Ratings,
& Other Factors for Development
- Exercise 5: Analyzing the Product Planning Matrix and Establishing
Target Values
- QFD with Complex Systems/Products: Two
Approaches
4. SUBSYSTEM/PART DEPLOYMENT
- The Flow of Product Development Activities and Preparation of the Deployment
Matrix
- Exercise 6: Deploy Design Requirements & Identify Other Basic
Functions - Function Analysis
- Determining Critical Assembly/Part
Characteristics - Performance & Reliability
- Concept Development & Product Benchmarking
- Concept Evaluation and Selection Techniques
- Exercise 7: Develop & Select Product Concept - Concept Selection
Matrix
- Exercise 8: Determine Critical Part Characteristics, Relationships,
Importance Ratings & Target Values
5. PROCESS & PRODUCTION PLANNING
- Deploy Selected Part Characteristics
- Evaluate & Select Process Approach
- Determine Process Relationships & Critical Process Parameters
- Evaluating Where to Improve Process Capabilities & Invest in New
Equipment
- Workshop Exercise (optional)
- Deploy Critical Processes
- Establish Quality Control, Test, Process Control and Maintenance Parameters
- Develop Work Instructions & Training
6. QFD FRAMEWORK AND PROCESS
- Enhanced QFD Framework - an Approach for Complex Products
- QFD and Systems Engineering
- Applying QFD to Services, Software Development and Business Processes
- Managing the QFD Process and Avoiding Common Pitfalls
- Planning and Organizing a QFD Project
- Team Membership and Operation
- Management Support, Training and Avoiding Pitfalls
- QFD Software Tools
- Bridging the Workshop Back to Workplace (Discussion or Day 3)
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