Part III:

Tools and Techniques for TQM

Dr. AyhamJaaron
Second Semester 2010/2011
TQM Tools and Techniques
These tools can be broadly divided into two
categories:
a) Tools for Quality Planning.
b) Tools for Continuous Improvement.
Tools for Quality Planning.
1. Quality Function Deployment (QFD).
2. Concurrent Engineering (CE).
3. The New Seven Management & Planning
Tools
1) Quality Function Deployment (QFD)
A system to translate customer requirements into
appropriate company requirements at every stage,
from research through design, manufacturing,
distribution, marketing sales and services
The main features of QFD are a focus on meeting
market needs by using actual customer statements
(referred to as the "Voice of the Customer"), its
effective application of multidisciplinary teamwork and
the use of a comprehensive matrix (called the "House
of Quality") for documenting information, perceptions
and decisions.
The QFD Approach
The QFD Planning
House of Quality (HOQ)
Is a matrix which serves to describe the transition
from a list of customer requirements, the what,
to a list of considerations as to how the
requirements will be met.
The relationship between the what and the how is
represented by symbols :
Triangle for weak relationship
Circle for medium relationship
Two concentric circles for strong relationship
HOQ
HOQ: Example
The QFD organizational Structure
A teamwork must be established to develop an
efficient QFD including the functions:
Marketing
Design
Quality
Technology
Production
Logistics
Suppliers
The QFD organizational Structure
Every function participate in the work team,
reporting to a Project Leader, nominated for
each product or program.
The work team for every function should not
exceed the number of seven people, to
respond quickly to the requirements to be
met
The QFD organizational Structure
There are also disadvantages and risks applying the QFD method,
compared with the traditional hierarchical approach:
1. Construction of long and complex tables of data difficult to
handle
2. Confusion in defining customer requisites
3. Risk of misunderstanding the customer requirements
4. Incorrect data, given the difficulty to classify requirements
5. Difficult correlation between customer needs and technical
characteristics of the product
The QFD Usage Benefits
The most renowned benefit of QFD usage is its
ability to:
Generate and maintain involvement within the
work team over the whole product development
cycle
The QFD Usage Benefits ( Cont.)
The first benefit of QFD is the solution of 3
main problems:
1. The customers voice was held to be of no
account
2. Loss of information during the cycle of product
development
3. Different interpretation by the various
departments on technical specifications
The QFD Usage Benefits...cont.
Reduced time to market
Reduction in design changes
Decreased design and manufacturing costs
Improved quality
Increased customer satisfaction
Notable improvement in planning cycles
Creation of a solid platform of basic knowledge
thus creating a data bank storing important
information for future products
Applying QFD
The principal phases necessary for the construction of the
House of Quality are:
1. Identifying customer requirements
2. Identifying product and engineering design requirements
3. Drawing up a relationship matrix
4. Deploying expected quality (competitive benchmarking)
5. Technical importance ranking
6. Analyzing the correlations between various characteristics
Main Components of HOQ
Applying QFD
The raw data obtained from customers are
called the voice of the customer ( VoC ) and
represents the requirements of
customers/users
The QFD specialists rewrite the VoC into
reworded data that become the technical
specifications, to give the users greater
satisfaction
Applying QFD
The ranking order of the requirements is also
identified: a cluster is prepared according to
teams members opinions
An example of clustering requirements is
given for a Portable Instrument for a Remote
Control of a Model Aircraft
Applying QFD: Example
Techniques used to determine
customer requirements:
1. Personal interviews :empirically it has been
found that 20-30 persons interviewed are
enough
2. Focus groups : 6 to 8 customers put together in
a meeting lasting 2 hours
3. Qualitative techniques :the customers are
requested to choose the products most similar
and the ones most different
4. Product analysis techniques : customers are
requested to say how they buy, use, and
evaluate a single product
Applying QFD House of Quality
Example.
2) Concurrent Engineering ( CE )
Is a systematic approach to the integrated design of products and their
processes including manufacture and support
OR
The application of tools, techniques, methodologies, and behavioural
initiatives used to minimise product development timescales by
maximising the degree of overlap of design activities
The target of CE is to improve the design phase of a product ,
considering :
the costs of production
aesthetics
Produce-ability, assemble-ability, maintainability and recyclability
Main Concept
The basic premise for concurrent engineering revolves around
two concepts:
1. The first is the idea that all elements of a products life-
cycle, from functionality, produce-ability, assembly,
testability, maintenance issues, environmental impact and
finally disposal and recycling, should be taken into careful
consideration in the early design phases.
2. The second concept is that the preceding design activities
should all be occurring at the same time, or concurrently.
The overall goal being that the concurrent nature of these
processes significantly increases productivity and product
quality, aspects that are obviously important in today's
fast-paced market
Main Concept...continued
Concurrent activities
Concurrent Activities
CE is not new!!
CE Activities ...continued..
DFM: design for manufacturing allows designers to be
able to access information that will help them improve
design. They will be able to call-up computer programs
that can analyze the current state, point out where the
design is too complicated, and indicate possible areas of
improvement.
DFA: Design for assembly aim to reduce the cost and time of
assembly by simplifying the assembly through means such as
reducing number of part by combining them.
CE Design Facility
Benefits of CE
Advantages:
1. A significant part of this new method is that the individual engineer is given
much more say in the overall design process .
2. Giving the designer ownership plays a large role in the productivity of the
employee and quality of the product that is being produced.
3. The ability to produce quickly and cheaply at the desired level of quality.
Difficulties in CE systems:
Issues such as the implementation of early design reviews, enabling
communication between engineers, software compatibility and
opening the design process up to allow for concurrency creates
problems of its own.
There must be a strong basis for teamwork since the overall success
of the method relies on the ability of engineers to effectively work
together. Often this can be a difficult obstacle.
software is playing a huge role in the engineering design process. the
ability to quickly and easily modify digital models to predict future
design problems is hugely important no matter what design process
you are using.
Tools for Design Quality /CE
Tools are divided in four Macro areas:
1. Market Studies for an estimation of actual and
potential market dimensions
2. Design activities focused toward:
Function analysis
Costs-benefit analysis
Planning & scheduling ( Project Management)
Creative group methods ( brainstorming)
Problem solving
Tools for Design Quality/CE
3. Detail design activities tools:
CAD ( Computer aided design )
CAE ( Computer aided engineering )
CAM ( Computer aided manufacturing )
CAT ( Computer aided testing )
Tools for Design Quality/CE
4. Process design verification :
Includes:
Rapid prototyping ( CAD 3D system )
Variety reduction
Change management
Documentation management
Design review
3) The Seven Management & Planning
Tools
The following are some of the most common
TQM tools in use today.
Each is used for, and identifies, specific
information in a specific manner.
It should be noted that tools should be used in
conjunction with other tools to understand
the full scope of the issue being analyzed or
illustrated.
Pie Charts and Bar Graphs
Used to identify and compare data units as
they relate to one issue or the whole, such as
budgets etc.
Histograms
To illustrate and examine various data element
in order to make decisions regarding them.
Effective when comparing statistical, survey, or
questionnaire results.
Histograms
Pareto Charts / Analysis (designed by
Vilfredo Pareto)
Rates issues according to importance and frequency by
prioritizing specific problems or causes in a manner
that facilitates problem solving.
Identify groupings of qualitative data, such as most
frequent complaint, most commonly purchased
preservation aid, etc. in order to measure which have
priority
Can be scheduled over select periods of time to track
changes. They can also be created in retrospect, as a
before and after analysis of a process change.
Pareto Charts
Cause and Effect, Ishikawa or
Fishbone Diagrams
Illustrates multiple levels of potential causes
(inputs), and ultimate effects (outputs), of
problems or issues that may arise in the
course of business.
May be confusing if too many inputs and
outputs are identified. An alternative would
be a tree diagram, which is much easier to
follow.
Fishbone Diagrams
Flowcharts and Modelling Diagrams
Assist in the definition and analysis of each
step in a process by illustrating it in a clear and
comprehensive manner.
Identify areas where workflow may be
blocked, or diverted, and where workflow is
fluid.
Identify where steps need to be added or
removed to improve efficiency and creates
standardized workflow.
Flowcharts and Modelling Diagrams
Relations Diagram
To understand the relationships between
various factors, issues, events, etc. so as to
understand their importance in the overall
organizational view.
Scatter Diagram
To discover cause and effect relationships, as
well as bonds and correlations, between two
variables
To illustrate and validate hunches
To chart the positive and negative direction of
relationships