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Quality Function Deployment

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M
Mobina Dorri

گسترش عملکرد کیفیت: تبدیل (ترجمه) خواسته های مصرف کننده (تقاضای مشتری) از محصول به مشخصه های کیفی در مرحله طراحی گسترش مشخصه های کیفی شناسایی شده در مرحله طراحی به سایر فرایندهای تولید و تکوین محصول با استفاده ار تعیین و برقراری نقاط کنترلی و بازرسی «قبل» از شروع تولید واقعی

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Quality Function Deployment ‫ﻛﻴﻔﻴﺖ‬ ‫ﻋﻤﻠﻜﺮد‬ ‫ﮔﺴﺘﺮش‬ Quality Function Deployment ‫ﻛﻴﻔﻴﺖ‬ ‫ﻋﻤﻠﻜﺮد‬ ‫ﮔﺴﺘﺮش‬ ‫ﺟﻨﺎب‬ ‫آﻗﺎي‬ ‫دﻛﺘﺮ‬ ‫ﻛﺰازي‬ ‫اي‬ ‫اراﺋﻪ‬ ‫ّي‬‫ر‬‫د‬ ‫ﻣﺒﻴﻨﺎ‬ ‫از‬ ‫ﻃﺒﺎﻃﺒﺎﻳﻲ‬ ‫ﻋﻼﻣﻪ‬ ‫داﻧﺸﮕﺎه‬ ‫ﻣﺎه‬ ‫اردﻳﺒﻬﺸﺖ‬ 1400
‫ﺟﺮﻗﻪ‬ QFD ‫در‬ ‫اﻳﻦ‬ ،‫ﺻﻮرت‬ ‫از‬ ‫اﺑﺘﺪاي‬ ‫ﻃﺮاﺣﻲ‬ ‫ﻣﺤﺼﻮل‬ ‫در‬ ‫راﺳﺘﺎي‬ ‫ﻫﺎي‬‫اوﻟﻮﻳﺖ‬ ‫ﺧﻮد‬ ‫ﮔﺎم‬ ‫اﻳ‬‫ﺑﺮداﺷﺘﻪ‬ ‫ﻢ‬ . ‫ﻣﺎ‬ ‫در‬ ‫ﺑﺤﺚ‬ ،‫ﻛﻴﻔﻴﺖ‬ ‫ﺑﻪ‬ ‫ﺑﺮﺧﻲ‬ ‫اﺟﺰاي‬ ‫ﻣﺤﺼﻮل‬ ‫ﻳﺎ‬ ‫ﻓﺮاﻳﻨﺪ‬ ‫ﺑﺴﻴﺎر‬ ‫ﺗﻮﺟﻪ‬ ‫ﻛﻨﻴﻢ‬‫ﻣﻲ‬ ‫و‬ ‫درﺻﺪد‬ ‫آﻧﻴﻢ‬ ‫ﻛ‬ ‫ﻪ‬ ‫ﺑﺪاﻧﻴﻢ‬ ‫ﻛﻴﻔﻴﺖ‬ ‫در‬ ‫ﻣﻮرد‬ ‫آﻧﻬﺎ‬ ‫رﻋﺎﻳﺖ‬ ‫ﺷﺪه‬ ‫اﺳﺖ‬ ‫ﻳﺎ‬ ‫ﺧﻴﺮ‬ . ‫ﭼﺮا‬ ‫اﻳﻦ‬ ‫ﻧﻘﺎط‬ ‫و‬ ‫ﻧﻜﺎت‬ ‫ﻣﻬﻢ‬ ‫ﻛﻴﻔﻴﺖ‬ ‫را‬ ‫ﻛﻪ‬ » ‫ﻧﻘﺎط‬ ‫ﺗ‬ ‫ﻀﻤﻴﻦ‬ ‫ﻛﻴﻔﻴﺘﻲ‬ « ‫ﻧﺎم‬ ،‫دارﻧﺪ‬ ‫ﺑﻪ‬ ‫ﻋﻨﻮان‬ ‫ﻧﻘﺎط‬ ‫ﻛﻨﺘﺮل‬ ‫و‬ ‫ﺑﺎزرﺳﻲ‬ ‫در‬ ‫ﻃﺮاﺣﻲ‬ ‫اوﻟﻴﻪ‬ ‫ﻣﺤﺼﻮل‬ ‫و‬ ‫ﻓﺮاﻳﻨﺪ‬ ‫ﺧﻮد‬ ‫ﻗ‬ ‫ﺮار‬ ‫ﻧﺪﻫﻴﻢ؟‬ 2 Prepared by M.Dorri
‫ﻧﻬﺎﻳﻲ‬ ‫ﻫﺪف‬ : ‫ﻣﺸﺘﺮي‬ ‫رﺿﺎﻳﺖ‬ 3 Prepared by M.Dorri
‫ﻓﻮاﻳﺪ‬ ‫ﻣﻬﻤﺘﺮﻳﻦ‬ QFD  ‫ﻣﺤﺼﻮل‬ ‫ﺗﻮﺳﻌﻪ‬ ‫ﻛﻮﺗﺎﻫﺘﺮ‬ ‫زﻣﺎن‬ ) 30 ‫ﺗﺎ‬ 50 ‫درﺻﺪ‬ (  ‫ﻣﻬﻨﺪﺳﻲ‬ ‫ﻃﺮﺣﻬﺎي‬ ‫در‬ ‫ﺗﻐﻴﻴﺮ‬ ‫دﻓﻌﺎت‬ ‫ﺗﻌﺪاد‬ ‫ﻛﺎﻫﺶ‬ ) 25 ‫ﺗﺎ‬ 50 ‫درﺻﺪ‬ (  ‫ﺑﺎزار‬ ‫ﺑﻪ‬ ‫ﻣﺤﺼﻮل‬ ‫ﻣﻌﺮﻓﻲ‬ ‫اوﻟﻴﻪ‬ ‫ﻫﺎي‬ ‫ﻫﺰﻳﻨﻪ‬ ‫ﻛﺎﻫﺶ‬  ‫ﻧﻴﺎزﻫﺎﻳﺸﺎن‬ ‫و‬ ‫ﻫﺎ‬ ‫ﺧﻮاﺳﺘﻪ‬ ‫ﺗﺎﻣﻴﻦ‬ ‫از‬ ‫ﻣﺸﺘﺮﻳﺎن‬ ‫رﺿﺎﻳﺖ‬  ‫ﻣﺤﺼﻮل‬ ‫ﺳﺎﺧﺖ‬ ‫ﻗﺎﺑﻠﻴﺘﻬﺎي‬ ‫ﺑﻬﺒﻮد‬  ‫ﺳﺎزﻣﺎن‬ ‫ﻣﺨﺘﻠﻒ‬ ‫واﺣﺪﻫﺎي‬ ‫ﺑﻴﻦ‬ ‫ﻣﺸﺘﺮك‬ ‫زﺑﺎن‬ ‫ﻳﻚ‬ ‫اﻳﺠﺎد‬  ‫آﻳﻨﺪه‬ ‫ﻛﺎرﺑﺮدﻫﺎي‬ ‫و‬ ‫اﺳﺘﻔﺎده‬ ‫ﺑﺮاي‬ ‫ﻣﻨﺎﺳﺐ‬ ‫اﻃﻼﻋﺎﺗﻲ‬ ‫ﺑﺎﻧﻚ‬ ‫ﻳﻚ‬ ‫اﻳﺠﺎد‬ 4 Prepared by M.Dorri
• ‫ﺗﺒﺪﻳﻞ‬ ) ‫ﺗﺮﺟﻤﻪ‬ ( ‫ﻛﻨﻨﺪه‬ ‫ﻣﺼﺮف‬ ‫ﻫﺎي‬ ‫ﺧﻮاﺳﺘﻪ‬ ) ‫ﻣﺸﺘﺮي‬ ‫ﺗﻘﺎﺿﺎي‬ ( ‫از‬ ‫ﻃﺮاﺣﻲ‬ ‫ﻣﺮﺣﻠﻪ‬ ‫در‬ ‫ﻛﻴﻔﻲ‬ ‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﺑﻪ‬ ‫ﻣﺤﺼﻮل‬ • ‫ﻃﺮاﺣ‬ ‫ﻣﺮﺣﻠﻪ‬ ‫در‬ ‫ﺷﺪه‬ ‫ﺷﻨﺎﺳﺎﻳﻲ‬ ‫ﻛﻴﻔﻲ‬ ‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﮔﺴﺘﺮش‬ ‫ﺑﻪ‬ ‫ﻲ‬ ‫ﺗﻌ‬ ‫ار‬ ‫اﺳﺘﻔﺎده‬ ‫ﺑﺎ‬ ‫ﻣﺤﺼﻮل‬ ‫ﺗﻜﻮﻳﻦ‬ ‫و‬ ‫ﺗﻮﻟﻴﺪ‬ ‫ﻓﺮاﻳﻨﺪﻫﺎي‬ ‫ﺳﺎﻳﺮ‬ ‫و‬ ‫ﻴﻴﻦ‬ ‫ﺑﺎزرﺳﻲ‬ ‫و‬ ‫ﻛﻨﺘﺮﻟﻲ‬ ‫ﻧﻘﺎط‬ ‫ﺑﺮﻗﺮاري‬ » ‫ﻗﺒﻞ‬ « ‫واﻗ‬ ‫ﺗﻮﻟﻴﺪ‬ ‫ﺷﺮوع‬ ‫از‬ ‫ﻌﻲ‬ ‫اﻫﺪاف‬ QFD 5 Prepared by M.Dorri
‫ﺑﺎ‬ ‫ﻳﻚ‬ ‫ﻣﺎﺗﺮﻳﺲ‬ ‫و‬ ‫رﻓﺘﻦ‬ ‫ﺑﻪ‬ ‫ﻣﺤﻞ‬ ‫اﺳﺘﻔﺎده‬ ‫ﻣﺤﺼﻮل‬ ، ‫ﺑﺎزار‬ ‫از‬ ‫دﺳﺖ‬ ‫رﻓﺘﻪ‬ ‫ﺧﻮد‬ ‫را‬ ‫دوﺑﺎره‬ ‫ﺗﺴﺨﻴﺮ‬ ‫ﻛﺮدﻳﻢ‬ . 6 Prepared by M.Dorri
‫و‬ ‫ﺳﻨﺘﻲ‬ ‫ﻃﺮاﺣﻲ‬ ‫ﻣﻘﺎﻳﺴﻪ‬ QFD ‫در‬ ‫روش‬ ‫ﺳﻨﺘﻲ‬ ‫و‬ ‫ﻛﺎرﮔﻴﺮي‬ ‫ﺑﻪ‬ ‫اوج‬ ‫ﻧﻘﻄﻪ‬ ، ‫اﻓﺘﺪ‬‫ﻣﻲ‬ ‫اﺗﻔﺎق‬ ‫ﻫﻨﮕﺎﻣﻲ‬ ،‫ﻣﻨﺎﺑﻊ‬ ‫از‬ ‫اﺳﺘﻔﺎده‬ ‫ﻛﻪ‬ ‫ﻧﻤﺎﻳﺎن‬ ‫ﻣﺤﺼﻮل‬ ‫در‬ ‫اي‬‫ﻋﻤﺪه‬ ‫ﺑﺴﻴﺎر‬ ‫ﻣﺸﻜﻼت‬ ‫اﻧﺠﺎم‬ ‫ﻣﻨﺘﻈﺮ‬ ‫ﻫﻤﭽﻨﺎن‬ ‫ﻣﺸﺘﺮي‬ ‫و‬ ‫اﺳﺖ‬ ‫ﺷﺪه‬ ‫اﺳﺖ‬ ‫اﺻﻼﺣﻲ‬ ‫اﻗﺪاﻣﺎت‬ . 7 Prepared by M.Dorri
‫ﻣﻘﺎﻳﺴﻪ‬ ‫و‬ ‫ﺳﻨﺘﻲ‬ ‫ﻃﺮاﺣﻲ‬ ‫روﺷﻬﺎي‬ ‫در‬ ‫ﻣﻬﻨﺪﺳﻲ‬ ‫ﺗﻐﻴﻴﺮات‬ ‫ﺗﻌﺪاد‬ QFD 8 Prepared by M.Dorri
‫ﻣﻌﺮﻓﻲ‬ QFD ‫ﺳﺎزﻣﺎن‬ ‫ﺑﻪ‬ 9 Prepared by M.Dorri
‫درك‬ ‫ﻣﺸﺘﺮي‬ ‫و‬ ‫ﺧﻮاﺳﺘﻪ‬ ‫ﻫﺎي‬ ‫او‬ 10 Prepared by M.Dorri
‫ﻧﻤﻮدار‬ ‫اﺳﺘﺨﻮان‬ ‫ﻣﺎﻫﻲ‬ ) ‫ﻋﻠﺖ‬ ‫و‬ ‫ﻣﻌﻠﻮل‬ ( 11 Prepared by M.Dorri
VOCT What Who Where When Why How 12 Prepared by M.Dorri
‫ﻓﻮاﻳﺪ‬ ‫ﻣﻬﻤﺘﺮﻳﻦ‬ VOCT  ‫ﺗﻴﻢ‬ ‫اﻋﻀﺎي‬ ‫ﻫﺪاﻳﺖ‬ QFD ‫و‬ ‫ﻣﺸﺘﺮﻳﺎن‬ ‫ﻫﺎي‬ ‫ﺧﻮاﺳﺘﻪ‬ ‫و‬ ‫اﻧﺘﻈﺎرات‬ ‫ﺑﻴﻦ‬ ‫ﻣﻮﺟﻮد‬ ‫ﺷﻜﺎﻓﻬﺎي‬ ‫ﺳﻤﺖ‬ ‫ﺑﻪ‬ ‫آن‬ ‫از‬ ‫ﺗﻴﻢ‬ ‫اﻋﻀﺎي‬ ‫درك‬  ‫ﺷ‬ ‫ﻣﺸﺎﻫﺪه‬ ‫ﻫﺎي‬ ‫داده‬ ‫و‬ ‫ﺷﻔﺎﻫﻲ‬ ‫ﺻﺤﺒﺘﻬﺎي‬ ‫ﺗﻔﺴﻴﺮ‬ ‫و‬ ‫ﺗﺮﺟﻤﻪ‬ ‫ﻃﺮﻳﻖ‬ ‫از‬ ‫ﻣﺸﺘﺮﻳﺎن‬ ‫ﻧﻴﺎز‬ ‫ﺗﻌﻴﻴﻦ‬ ‫و‬ ‫ﺷﻨﺎﺳﺎﻳﻲ‬ ‫ﺪه‬  ‫اﺣﺘﻤ‬ ‫ﻛﺎرﺑﺮدﻫﺎي‬ ‫و‬ ‫ﻓﻌﻠﻲ‬ ‫ﺗﺤﻠﻴﻞ‬ ‫اﺳﺎس‬ ‫ﺑﺮ‬ ‫ﻣﺤﺼﻮل‬ ‫ﺟﺪﻳﺪ‬ ‫ﻫﺎي‬ ‫وﻳﮋﮔﻲ‬ ‫و‬ ‫ﻫﺎ‬ ‫ﺧﻮاﺳﺘﻪ‬ ‫ﺗﺒﻴﻴﻦ‬ ‫و‬ ‫ﺗﻌﺮﻳﻒ‬ ‫آﺗﻲ‬ ‫ﺎﻟﻲ‬  ‫ﺟﺪﻳﺪ‬ ‫ﻣﺤﺼﻮﻻت‬ ‫و‬ ‫ﺑﺎزارﻫﺎ‬ ‫ﺗﻮﺳﻌﻪ‬ ‫و‬ ‫اﻳﺠﺎد‬  ‫ﺑﻌﺪي‬ ‫ﻣﺎﺗﺮﻳﺴﻬﺎي‬ ‫ﻧﻤﻮدن‬ ‫ﻣﺨﺘﺼﺮ‬ ‫و‬ ‫ﺳﺎزﻣﺎﻧﺪﻫﻲ‬  ‫ﻧﺎدرﺳﺖ‬ ‫ﻫﺎي‬ ‫داده‬ ‫واﺳﻄﻪ‬ ‫ﺑﻪ‬ ‫ﻫﺎ‬ ‫ﻣﺎﺗﺮﻳﺲ‬ ‫از‬ ‫ﻣﻨﺘﺞ‬ ‫اوﻟﻮﻳﺘﻬﺎي‬ ‫اﻧﺤﺮاف‬ ‫ﻋﺪم‬ 13 Prepared by M.Dorri
‫واﺑﺴﺘﮕ‬ ‫ﻧﻤﻮدار‬ ‫ﻲ‬ ‫ﻋﻮاﻣﻞ‬ ‫ﺑﻴﻦ‬ 14 Prepared by M.Dorri
‫درﺧﺘﻲ‬ ‫ﻧﻤﻮدار‬ 15 Prepared by M.Dorri
‫ﻛﺎﻧﻮ‬ ‫ﻧﻤﻮدار‬  ‫اﻟﺰاﻣﺎت‬ ‫اﺳﺎﺳﻲ‬  ‫اﻟﺰاﻣﺎت‬ ‫ﻋﻤﻠﻜﺮدي‬  ‫اﻟﺰاﻣﺎت‬ ‫اﻧﮕﻴﺰﺷﻲ‬ 16 Prepared by M.Dorri
‫ﻛﺎﻧ‬ ‫ﻧﻤﻮدار‬ ‫ﻮ‬ ‫اﺑﺰارﻫﺎي‬ ‫ﺷﻨﺎﺳﺎﻳﻲ‬ ‫اﻟﺰاﻣﺎت‬ ‫اﺳﺎﺳﻲ‬ ‫و‬ ‫ﻋﻤﻠﻜﺮدي‬ :  ‫ﺗﻜﻤﻴﻞ‬ ‫ﭘﺮﺳﺸﻨﺎﻣﻪ‬  ‫ﻣﺼﺎﺣﺒﻪ‬ ‫و‬ ‫ﻧﻈﺮﺧﻮاﻫﻲ‬ ‫از‬ ،‫ﻣﺸﺘﺮﻳﺎن‬ ،‫ﻛﺎرﻛﻨﺎن‬ ،‫ﻓﺮوﺷﻨﺪﮔﺎن‬ ‫ﺗﺎﻣﻴﻦ‬ ‫ﻛﻨﻨﺪﮔﺎن‬ ‫و‬ ...  ‫ﻣﺼﺎﺣﺒﻪ‬ ‫ﺑﺎ‬ ‫ﺗﻌﺪاد‬ ‫ﻣﺤﺪودي‬ ‫از‬ ‫ﻣﺸﺘﺮﻳﺎن‬ (Focus Groups)  ‫ﺑﺮرﺳﻲ‬ ‫ﺷﻜﺎﻳﺎت‬ ‫و‬ ‫ﻣﻮارد‬ ‫ﻋﺪم‬ ‫اﻧﻄﺒﺎق‬ ‫ﻣﺸﺎﻫﺪه‬ ‫ﺷﺪه‬ ‫در‬ ‫ﻣﺤﺼﻮل‬  ‫ﺑﺮرﺳﻲ‬ ،‫ﺧﺼﻮﺻﻴﺎت‬ ‫ﺷﺮاﻳﻂ‬ ‫و‬ ‫اﻟﺰاﻣﺎت‬ ‫ﻓﺮﻫﻨﮕﻲ‬ ‫و‬ ‫ﻣﺤﻴﻄﻲ‬  ‫ﺑﺮرﺳﻲ‬ ‫ﻣﻘﺮرات‬ ‫و‬ ‫ﻗﻮاﻧﻴﻦ‬ ‫ﻣﻤﻠﻜﺘﻲ‬ ‫و‬ ‫اﺳﺘﺎﻧﺪاردﻫﺎي‬ ‫ﻓﻨﻲ‬ 17 Prepared by M.Dorri
‫ﻛﺎﻧﻮ‬ ‫ﮔﺎﻧﻪ‬ ‫دو‬ ‫ﺳﻮاﻟﻬﺎي‬  ‫ﺑﻪ‬ ‫ﻣﻨﻈﻮر‬ ‫درك‬ ‫و‬ ‫ﺷﻨﺎﺳﺎﻳﻲ‬ ‫ﺧﻮاﺳﺘﻪ‬ ‫ﻫﺎي‬ ‫ﻛﻴﻔﻲ‬ ‫ﻣﺸﺘﺮﻳﺎن‬ ‫از‬ ‫دو‬ ‫ﺳﻮال‬ ‫ﻣﺜﺒﺖ‬ ‫و‬ ‫ﻣﻨ‬ ‫ﻔﻲ‬ ‫اﺳﺘﻔﺎده‬ ‫ﻧﻤﺎﻳﻴﺪ‬ . 18 Prepared by M.Dorri
‫ﺧﺎﻧﻪ‬ ‫ﻛﻴﻔﻴﺖ‬ 19 Prepared by M.Dorri
‫ﻛﻴﻔﻴﺖ‬ ‫ﺧﺎﻧﻪ‬  ‫اﺑﺰاري‬ ‫ﺗﻮاﻧﻤﻨﺪ‬ ‫ﺑﺮاي‬ ‫ﺗﺮﺟﻤﻪ‬ ‫ﻧﺪاي‬ ‫ﻣﺸﺘ‬ ‫ﺮي‬ ‫و‬ ‫ﺧﻮاﺳﺘﻪ‬ ‫ﻫﺎي‬ ‫ﻛﻴﻔﻲ‬ ‫او‬ ‫از‬ ‫ﻣﺤﺼﻮل‬ ‫ﺑﻪ‬ ‫اﻟﺰاﻣﺎت‬ ‫ﻛﻴﻔﻲ‬ ‫اﺳﺖ‬ .  HOQ ‫ﻗﺎﺑﻠﻴﺖ‬ ‫ﭘﻴﮕﻴﺮي‬ ‫و‬ ‫ﻟﺤﺎظ‬ ‫ﻧﻤﻮدن‬ ‫آﻧ‬ ‫ﻬﺎ‬ ‫را‬ ‫در‬ ‫ﻣﺤﺼﻮل‬ ‫ﺑﺎﻻ‬ ‫ﻣﻴﺒﺮد‬ . ‫در‬ ‫آن‬ ‫راﺑﻄﻪ‬ ‫ﻣﻴﺎن‬ WHATs ‫و‬ HOWs ‫ﻣﺸﺨﺺ‬ ‫ﻣﻲ‬ ‫ﺷﻮد‬ . What How 20 Prepared by M.Dorri
‫ﻛﻴﻔ‬ ‫ﻧﻴﺎزﻫﺎي‬ ‫ﺑﻨﺪي‬ ‫اﻟﻮﻳﺖ‬ ‫ﻲ‬ What 21 Prepared by M.Dorri
‫اﻟﺰام‬ ‫ﻣﻬﻨﺪﺳﻲ‬ ‫و‬ ‫ﻓﻨﻲ‬ ‫ﻛﻴﻔ‬ ‫ﻧﻴﺎزﻫﺎي‬ ‫ﺑﻨﺪي‬ ‫اﻟﻮﻳﺖ‬ ‫ﻲ‬ ‫ﻓﻨﻲ‬ ‫اﻟﺰام‬ ‫اﻓﺰاﻳﺶ‬ ‫ﻓﻨﻲ‬ ‫اﻟﺰام‬ ‫ﻛﺎﻫﺶ‬ ‫ﻓﻨﻲ‬ ‫اﻟﺰام‬ ‫ﺗﻐﻴﻴﺮ‬ ‫ﻋﺪم‬ 22 Prepared by M.Dorri
‫ﻛﻴﻔﻲ‬ ‫و‬ ‫ﻓﻨﻲ‬ ‫اﻟﺰاﻣﺎت‬ ‫ارﺗﺒﺎط‬ ‫ﻗﻮي‬ ‫راﺑﻄﻪ‬ ) 9 ( ‫ﻣﺘﻮﺳﻂ‬ ‫راﺑﻄﻪ‬ ) 3 ( ‫ﺿﻌﻴﻒ‬ ‫راﺑﻄﻪ‬ ) 1 ( 23 Prepared by M.Dorri
‫ﮔﺮﻓﺘ‬ ‫ﻧﻈﺮ‬ ‫در‬ ‫ﺑﺎ‬ ‫رﻗﺒﺎ‬ ‫ارزﻳﺎﺑﻲ‬ ‫ﻦ‬ ‫ﻣﻬﻨﺪﺳﻲ‬ ‫و‬ ‫ﻓﻨﻲ‬ ‫اﻟﺰاﻣﺎت‬ 24 Prepared by M.Dorri
‫اﻟﺰا‬ ‫و‬ ‫ﻫﺎ‬ ‫ﺧﻮاﺳﺘﻪ‬ ‫ﺑﻬﺒﺒﻮد‬ ‫و‬ ‫ﺗﻮﺳﻌﻪ‬ ‫ﻣﺎت‬ ‫ﻣﺸﺘﺮﻳﺎن‬ ‫ﻛﻴﻔﻲ‬  N : ‫وﺿﻌﻴﺖ‬ ‫ﻛﻨﻮﻧﻲ‬  P : ‫ﺑﺮﻧﺎﻣﻪ‬ ‫ﺳﺎزﻣﺎن‬  B : ‫ﻧﺴﺒﺖ‬ ‫ﺑﻬﺒﻮد‬ (P/N)  C : ‫ﺿﺮﻳﺐ‬ ‫ﺗﺼﺤﻴﺢ‬ ) 1/5 : ‫ﻋﺎﻣﻞ‬ ‫اﻧﮕﻴﺰﺷﻲ‬ ،‫ﻣﺸﺘﺮي‬ 1/2 : ‫ﻋﺎﻣﻞ‬ ‫رﺿﺎﻳﺖ‬ ،‫ﻣﺸﺘﺮي‬ 1 : ‫ﻋﺪم‬ ‫ﻧﻴﺎز‬ ‫ﺑﻪ‬ ‫ﺗﺎﻛﻴﺪ‬ ‫اﻳﻦ‬ ‫ﻋﺎﻣﻞ‬ (  D : ‫وزن‬ ‫ﻣﻄﻠﻖ‬ (D=A*B*C)  E : ‫وزن‬ ‫ﻧﺴﺒﻲ‬ (E=Di/D*100) 25 Prepared by M.Dorri
Prepared by M.Dorri ‫ﻓﻨ‬ ‫ﻫﺎي‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﺑﻨﺪي‬ ‫اوﻟﻮﻳﺖ‬ ‫و‬ ‫ﻲ‬ ‫ﻣﺤﺼﻮل‬ ‫ﻣﻬﻨﺪﺳﻲ‬ ௝ ௜ ௡ ௜ୀ଴ ௜௝ (2*3)+(4*9)=42 26
‫و‬ ‫ﻓﻨﻲ‬ ‫ﻣﺸﺨﺼﺎت‬ ‫ﻫﻤﺒﺴﺘﮕﻲ‬ ‫ﻳﻜﺪﻳﮕﺮ‬ ‫ﺑﻪ‬ ‫ﻣﻬﻨﺪﺳﻲ‬ 27 Prepared by M.Dorri
‫ﺑﺮاي‬ ‫ﻫﺪف‬ ‫ﻣﻘﺎدﻳﺮ‬ ‫ﺗﻌﻴﻴﻦ‬ ‫ﻓﻨﻲ‬ ‫ﺧﺼﻮﺻﻴﺎت‬ ‫ﺻﻮرت‬ ‫زﻳﺮ‬ ‫ﻣﻮارد‬ ‫ﺑﻪ‬ ‫ﺗﻮﺟﻪ‬ ‫ﺑﺎ‬ ‫ﻫﺪف‬ ‫ﻣﻘﺎدﻳﺮ‬ ‫ﺗﻌﻴﻴﻦ‬ ‫ﻣﻴﮕﻴﺮد‬ :  ‫ﻣ‬ ‫ﻣﻬﻨﺪﺳﻲ‬ ‫و‬ ‫ﻓﻨﻲ‬ ‫ﺧﺼﻮﺻﻴﺎت‬ ‫ﻫﻤﺒﺴﺘﮕﻲ‬ ‫ﻣﻴﺰان‬ ‫ﻮرد‬ ‫ﻣﻨﺪرج‬ ‫ﻣﻮارد‬ ‫و‬ ‫ﻣﺤﺼﻮل‬ ‫ﻓﻨﻲ‬ ‫اﻟﺰاﻣﺎت‬ ‫ﺳﺎﻳﺮ‬ ‫ﺑﺎ‬ ‫ﻧﻈﺮ‬ ‫ﻣﺎﺗﺮﻳﺲ‬ ‫ﺳﻘﻒ‬ ‫در‬  ‫رﻗ‬ ‫ﻣﺤﺼﻮل‬ ‫از‬ ‫اﻟﮕﻮﺑﺮداري‬ ‫اﻧﺠﺎم‬ ‫از‬ ‫ﺣﺎﺻﻞ‬ ‫ﻧﺘﺎﻳﺞ‬ ‫ﺒﺎ‬ ‫ﻣﺤﺼﻮل‬ ‫ﻓﻨﻲ‬ ‫اﻟﺰاﻣﺎت‬ ‫و‬ ‫ﺷﻤﺨﺼﺎت‬ ‫ﺧﺼﻮص‬ ‫در‬  ‫ﻃﺮاﺣﻲ‬ ‫ﭼﻮن‬ ‫اﺑﺰارﻫﺎﻳﻲ‬ ‫از‬ ‫ﻣﻨﺎﺳﺐ‬ ‫اﺳﺘﻔﺎده‬ ‫ﻫﺪف‬ ‫ﺑﻬﻴﻨﻪ‬ ‫ﻣﻘﺎدﻳﺮ‬ ‫ﺗﻌﻴﻴﻦ‬ ‫ﻣﻨﻈﻮر‬ ‫ﺑﻪ‬ ‫آزﻣﺎﻳﺸﻬﺎ‬ 28 Prepared by M.Dorri
‫ﻣﺪل‬ ‫ﭼﻬﺎر‬ ‫ﻣﺎﺗﺮﻳﺴﻲ‬ QFD 29 Prepared by M.Dorri
‫ﺷﺮوع‬ ‫ﻳﺎ‬ ‫ﻛﺎر‬ ‫ﭘﺎﻳﺎن‬ ،‫ﻛﻴﻔﻴﺖ‬ ‫ﺧﺎﻧﻪ‬ ‫ﻛﺎر‬ ‫ﻣﺰاﻳﺎ‬ :  ‫دﺳﺘﻴﺎﺑﻲ‬ ‫ﺑﻪ‬ ‫اﻃﻼﻋﺎت‬ ‫ﺑﺎ‬ ‫ارزش‬ ‫درﺑﺎره‬ ‫ﻣﺸﺘﺮﻳﺎن‬ ‫و‬ ‫ﻣﺤﺼﻮﻻت‬  ‫ﺷﻨﺎﺳﺎﻳﻲ‬ ‫و‬ ‫ﺣﻞ‬ ‫ﻣﺸﻜﻼت‬ ‫ﺑﺎﻟﻘﻮه‬ ‫از‬ ‫ﻃﺮﻳﻖ‬ ‫ﻣﺸﺎرﻛﺖ‬ ‫ﻣﺘﺨﺼﺼﺎن‬ ‫ﺳﺎزﻣﺎن‬ ‫در‬ ‫ﻗﺎﻟﺐ‬ ‫ﻳﻚ‬ ‫ﺗﻴﻢ‬  ‫ﺗﻌﻴﻴﻦ‬ ‫اﻗﺪاﻣﺎت‬ ‫ﻣﻮرد‬ ‫ﻧﻴﺎز‬ ‫ﺑﺮاي‬ ‫ﺑﻬﺒﻮد‬ ‫ﻓﺮآﻳﻨﺪ‬ 30 Prepared by M.Dorri
‫ﺷﺮوع‬ ‫ﻳﺎ‬ ‫ﻛﺎر‬ ‫ﭘﺎﻳﺎن‬ ،‫ﻛﻴﻔﻴﺖ‬ ‫ﺧﺎﻧﻪ‬ ‫ﻛﺎر‬ ‫ﻣﻌﺎﻳﺐ‬ :  ‫ﻓﻘﺪان‬ ‫ﻳﻚ‬ ‫روش‬ ‫ﻣﻮﺛﺮ‬ ‫ﺑﺮاي‬ ‫ﺗﺮﺟﻤﻪ‬ ‫ﺧﻮاﺳﺘﻪ‬ ‫ﻫﺎي‬ ‫ﻣﺸﺘﺮﻳﺎن‬ ‫در‬ ‫ﺳﺮاﺳﺮ‬ ‫ﻓﺮاﻳﻨﺪ‬ ‫ﺷﻜﻞ‬ ‫دﻫﻲ‬ ‫ﻣﺤﺼﻮل‬  ‫ﻛﺎﻫﺶ‬ ‫اﺛﺮﺑﺨﺸﻲ‬ ‫ﺗﻜﻤﻴﻞ‬ ‫ﺧﺎﻧﻪ‬ ‫ﻛﻴﻔﻴﺖ‬ ‫ﺑﻪ‬ ‫دﻟﻴﻞ‬ ‫ﻋﺪم‬ ‫اﺳﺘﻔﺎده‬ ‫از‬ ‫ﻣﺎﺗﺮﻳﺴﻬﺎي‬ ‫ﺑﻌﺪي‬  ‫ﻛﺎﻫﺶ‬ ‫اﻣﻜﺎن‬ ‫ﺑﺮرﺳﻲ‬ ‫و‬ ‫ﭘﺎﺳﺦ‬ ‫ﮔﻮﻳﻲ‬ ‫ﻣﻨﺎﺳﺐ‬ ‫ﺑﻪ‬ ‫ﻧﺪاي‬ ‫ﻣﺸﺘﺮي‬ ‫و‬ ‫در‬ ‫ﻧﺘﻴﺠﻪ‬ ‫ﻋﺪم‬ ‫ﺗﺮﺟﻤﻪ‬ ‫آن‬ ‫ﺑﻪ‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎي‬ ‫ﺗﻔﺼﻴﻠﻲ‬ ‫و‬ ‫ﺷﻔﺎف‬ 31 Prepared by M.Dorri
‫ﻣﺮﺣﻠﻪ‬ ‫اول‬ : ‫ﺗﻜﻤﻴﻞ‬ ‫ﺧﺎﻧﻪ‬ ‫ﻛﻴﻔﻴﻴﺖ‬ ‫ﻣﺮﺣﻠﻪ‬ ‫دوم‬ : ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎي‬ ‫ﻛﻴﻔﻲ‬ ) ‫ﻓﻨﻲ‬ ‫و‬ ‫ﻣﻬﻨﺪﺳﻲ‬ ( ‫ﻣﺤﺼﻮل‬   – ‫ﺳﺘﻮﻧﻬﺎي‬ ‫ﻣﺎﺗﺮﻳﺲ‬ ‫اول‬ - ‫ﺑﻪ‬ ‫ﺳﻄﺮﻫﺎي‬ ‫ﻣﺎﺗﺮﻳ‬ ‫ﺲ‬ ‫دوم‬ ‫ﻣﻨﺘﻘﻞ‬ ‫ﺷﺪه‬ ‫و‬ ‫ﺑﺎ‬ ‫ﻣﺸﺨﺼﺎت‬ ‫ﻗﻄﻌﺎت‬ ‫و‬ ‫ﻣﻮاد‬ ‫اوﻟﻴﻪ‬ ‫ﻣﻮرد‬ ‫ﺑﺮرﺳﻲ‬ ‫ﻗﺮار‬ ‫ﻣﻴﮕﻴﺮد‬ . ‫ﻣﺮﺣﻠﻪ‬ ‫ﺳﻮم‬ : ‫ﻣﺸﺨﺼﺎت‬ ‫ﻗﻄﻌﺎت‬   – ‫ﺳﺘﻮﻧﻬﺎي‬ ‫ﻣﺎﺗﺮﻳﺲ‬ ‫دوم‬ - ‫ﺑﻪ‬ ‫ﺳﻄﺮﻫﺎي‬ ‫اﻳﻦ‬ ‫ﻣﺎﺗﺮﻳﺲ‬ ‫ﻣﻨﺘﻘﻞ‬ ‫ﺷﺪه‬ ‫و‬ ‫ﺑﺎ‬ ‫ﻓ‬ ‫ﺮاﻳﻨﺪﻫﺎ‬ ‫و‬ ‫ﻋﻤﻠﻴﺎت‬ ‫ﻛﻠﻴﺪي‬ ‫ﺳﺎﺧﺖ‬ ‫و‬ ‫ﻓﺮاوري‬ ‫ﻣﺤﺼﻮل‬ - ‫ﻣﻨﺪرج‬ ‫در‬ ‫ﺳﺘﻮن‬ ‫ﻫﺎي‬ ‫ﻣﺮﺣﻠﻪ‬ ‫ﺳﻮم‬ - ‫ﺑﺮرﺳﻲ‬ ‫و‬ ‫ﺗﺤﻠﻴﻞ‬ ‫ﻣﻴﺸ‬ ‫ﻮﻧﺪ‬ . ‫ﻣﺮﺣﻠﻪ‬ ‫ﭼﻬﺎرم‬ : ‫ﺑﺮﻧﺎﻣﻪ‬ ‫رﻳﺰي‬ ‫ﻛﻨﺘﺮل‬ ‫ﻓﺮاﻳﻨﺪ‬ - ‫ﻓﺮاﻳﻨﺪﻫﺎ‬ ‫و‬ ‫ﻋﻤﻠﻴﺎت‬ ‫ﺣﻴﺎﺗﻲ‬ ‫ﻣﻨﺘﻘﻞ‬ ‫ﺷﺪه‬ ‫از‬ ‫ﻣﺮﺣﻠﻪ‬ ‫ﺳﻮم‬ ‫در‬ ‫ﺳﻄﺮﻫﺎي‬ ‫اﻳﻦ‬ ‫ﻣﺮﺣﻠﻪ‬ ‫درج‬ ‫ﺷﺪه‬ ‫و‬ ‫ﻧﻴﺎزﻣﻨﺪﻳﻬﺎي‬ ‫ﺗﻮﻟﻴﺪي‬ ‫آﻧﻬﺎ‬ ‫از‬ ‫ﺟﻤﻠﻪ‬ ‫اﻟﺰاﻣﺎت‬ ‫ﻧﮕﻬﺪاري‬ ‫و‬ ،‫ﺗﻌﻤﻴﺮات‬ ‫ﻧﻤﻮدار‬ ‫ﻫﺎي‬ ،‫ﻛﻨﺘﺮﻟﻲ‬ ‫دﺳﺘﻮراﻟﻌﻤﻠﻬﺎي‬ ‫ﻛﺎر‬ ‫و‬ ... ‫ﻣﺸﺨﺺ‬ ‫ﻣﻴﺸﻮﻧﺪ‬ . 32 Prepared by M.Dorri ‫اي‬ ‫ﻣﺮﺣﻠﻪ‬ ‫ﭼﻬﺎر‬ ‫روش‬
33 Prepared by M.Dorri ‫اي‬ ‫ﻣﺮﺣﻠﻪ‬ ‫ﭼﻬﺎر‬ ‫روش‬
‫ﻣﺮﺣﻠﻪ‬ ‫دوم‬ : ‫ﻣﺤﺼﻮل‬ ‫ﻃﺮاﺣﻲ‬ 34 Prepared by M.Dorri ‫ﻫﺪف‬ :  ‫ﺗﺮﺟﻤﻪ‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎي‬ ‫ﻛﻴﻔﻲ‬ ‫ﻣﺤﺼﻮل‬ ‫از‬ ‫ﺧﺎﻧﻪ‬ ‫ﻛﻴﻔﻴﺖ‬ ‫ﺑﻪ‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎﻳﻲ‬ ‫اﺳﺖ‬ ‫ﻛﻪ‬ ‫اﺟﺰا‬ ‫و‬ ‫ﻗﻄﻌﺎ‬ ‫ت‬ ‫ﻣﺤﺼﻮل‬ ‫ﺑﺎﻳﺪ‬ ‫داﺷﺘﻪ‬ ‫ﺑﺎﺷﺪ‬ .
‫ﻣﺮﺣﻠﻪ‬ ‫دوم‬ : ‫ﻣﺤﺼﻮل‬ ‫ﻃﺮاﺣﻲ‬ 35 Prepared by M.Dorri ‫ورودي‬ ‫ﻫﺎ‬ :  ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎي‬ ‫ﻛﻴﻔﻲ‬ ‫ﻛﻪ‬ ‫در‬ ‫ﻣﺮﺣﻠﻪ‬ ‫ﻳﻚ‬ ‫از‬ ‫اوﻟﻮﻳﺖ‬ ‫ﺑﺎﻻﻳﻲ‬ ‫ﺑﺮﺧﻮردارﻧﺪ‬ .  ‫وزن‬ ‫و‬ ‫ﻣﻘﺎدﻳﺮ‬ ‫ﻫﺪف‬ ‫ﻫﺮ‬ ‫ﻳﻚ‬ ‫از‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎي‬ ‫ﻛﻴﻔﻲ‬  ‫ﺧﻮاﺳﺘﻪ‬ ‫ﻫﺎي‬ ‫ﻋﻤﻠﻜﺮدي‬ ‫ﻣﺤﺼﻮل‬  ‫اﺟﺰا‬ ‫و‬ ‫زﻳﺮ‬ ‫ﺳﻴﺴﺘﻤﻬﺎي‬ ‫ﻣﺤﺼﻮل‬ ‫اﺻﻠﻲ‬ ‫ﺧﺮوﺟﻲ‬ ‫ﻫﺎ‬ :  ‫ﺷﻨﺎﺳﺎﻳﻲ‬ ‫و‬ ‫ﺗﻌﻴﻴﻦ‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎي‬ ‫ﻛﻠﻴﺪي‬ ‫اﺟﺰا‬ ‫و‬ ‫ﻗﻄﻌﺎت‬  ‫اﻧﺘﺨﺎب‬ ‫ﺑﻬﺘﺮﻳﻦ‬ ‫ﻃﺮح‬ ‫ﻣﻤﻜﻦ‬ ‫ﺑﺮاي‬ ‫رﺳﻴﺪن‬ ‫ﺑﻪ‬ ‫ﺧﻮاﺳﺘﻪ‬ ‫ﻫﺎي‬ ‫ﻣﺸﺘﺮي‬
‫ﻣﺮﺣﻠﻪ‬ ‫ﺳﻮم‬ : ‫ﻓﺮاﻳﻨ‬ ‫رﻳﺰي‬ ‫ﻃﺮح‬ ‫ﺪ‬ 36 Prepared by M.Dorri ‫ﻫﺪف‬ : ‫اﻳﺠﺎد‬ ‫اﻃﻤﻴﻨﺎن‬ ‫از‬ ‫ﺑﺮﻗﺮاري‬ ‫ﻓﺮاﻳﻨﺪي‬ ‫اﺳﺖ‬ ‫ﻛﻪ‬ ‫ﻗﻄﻌﺎت‬ ‫و‬ ‫اﺟﺰاي‬ ‫ﻣﺤﺼﻮﻻت‬ ‫ﺑﻪ‬ ‫ﻣﻘﺎدﻳﺮ‬ ‫ﻫﺪﻓﻲ‬ ‫ﻛﻪ‬ ‫از‬ ‫ﭘﻴﺶ‬ ‫ﺑﺮاي‬ ‫آﻧﻬﺎ‬ ‫ﺗﻌﻴﻴﻦ‬ ‫ﺷﺪه‬ ‫اﺳﺖ‬ ‫دﺳﺖ‬ ‫ﻣﻲ‬ ‫ﻳﺎﺑﺪ‬ . ‫ورودي‬ ‫ﻫﺎ‬ :  ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎﻳﻲ‬ ‫از‬ ‫ﻗﻄﻌﺎت‬ ‫ﻣﺤﺼﻮل‬ ‫ﻛﻪ‬ ‫در‬ ‫ﻣﺮﺣﻠﻪ‬ ‫ﻃﺮاﺣﻲ‬ ‫ﻣﺤﺼﻮل‬ ‫اوﻟﻮﻳﺖ‬ ‫ﺑﺎﻻﻳﻲ‬ ‫دارﻧﺪ‬ .  ‫ﻣﻘﺎدﻳﺮ‬ ‫ﻫﺪف‬ ‫و‬ ‫وزن‬ ‫ﻫﺮ‬ ‫ﻳﻚ‬ ‫از‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎ‬  ‫ﻗﺎﺑﻠﻴﺖ‬ ‫ﻓﺮاﻳﻨﺪﻫﺎﻳﻲ‬ ‫ﻛﻪ‬ ‫در‬ ‫ﺳﺘﻮﻧﻬﺎي‬ ‫اﻳﻦ‬ ‫ﻣﺮﺣﻠﻪ‬ ‫ﻗﺮار‬ ‫ﻣﻴﮕﻴﺮﻧﺪ‬ .  ‫ﺧﻄﺎﻫﺎي‬ ‫ﺑﺎﻟﻘﻮه‬ ‫ﺷﻨﺎﺳﺎﻳﻲ‬ ‫ﺷﺪه‬ ‫در‬ ‫ﻓﺮاﻳﻨﺪ‬ ‫ﺧﺮوﺟﻲ‬ ‫ﻫﺎ‬ :  ‫ﺷﻨﺎﺳﺎﻳﻲ‬ ‫و‬ ‫ﺗﻌﻴﻴﻦ‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎي‬ ‫ﻛﻠﻴﺪي‬ ‫ﻓﺮاﻳﻨﺪي‬ ‫ﻛﻪ‬ ‫ﺑﺎﻳﺪ‬ ‫ﻛﺎﻣﻼ‬ ‫ﺗﺤﺖ‬ ‫ﻛﻨﺘﺮل‬ ‫ﺑﺎﺷﺪ‬ .  ‫ﻣﻘﺎدﻳﺮ‬ ‫ﻫﺪف‬ ‫ﺑﺮاي‬ ‫ﻫﺮ‬ ‫ﻳﻚ‬ ‫از‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎ‬
‫ﻓﺮاﻳﻨﺪ‬ ‫ﻧﻤﻮدار‬ 37 Prepared by M.Dorri
‫ﺳﻮم‬ ‫ﻣﺮﺣﻠﻪ‬ : ‫ﻃﺮح‬ ‫ﻓﺮاﻳﻨﺪ‬ ‫رﻳﺰي‬ 38 Prepared by M.Dorri
‫ﻣﺮﺣﻠﻪ‬ ‫ﭼﻬﺎرم‬ : ‫ﻓﺮاﻳﻨ‬ ‫ﻛﻨﺘﺮل‬ ‫رﻳﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ‫ﺪ‬ 39 Prepared by M.Dorri ‫ورودي‬ ‫ﻫﺎ‬ : ‫ﭼﻬﺎر‬ ‫ﻣﻌﻴﺎر‬ ‫ارزﻳﺎﺑﻲ‬ ‫ﺑﻪ‬ ‫ﻗﺮار‬ ‫زﻳﺮ‬ ‫ﺑﺮاي‬ ‫ﻫﺮ‬ ‫ﻳﻚ‬ ‫از‬ ‫ﺳﻄﺮﻫﺎي‬ ‫ﻣﺎﺗﺮﻳﺲ‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ‫رﻳﺰي‬ ‫ﻛﻨﺘ‬ ‫ﺮل‬ ‫ﻓﺮاﻳﻨﺪ‬ ‫ﺑﺎ‬ ‫وزﻧﻬﺎي‬ ) ‫ﻏﻴﺮ‬ ‫ﺑﺤﺮاﻧﻲ‬ ( ، 2 ) ‫ﺑﺤﺮاﻧﻲ‬ ( ‫و‬ 3 ) ‫ﺑﺴﻴﺎر‬ ‫ﺑﺤﺮاﻧﻲ‬ ( ‫ﺗﻌﻴﻴﻦ‬ ‫ﻣﻴﺸﻮد‬ :  ‫ﺳﺨﺘﻲ‬ ‫ﻛﻨﺘﺮل‬  ‫ﺗﻮاﺗﺮ‬ ‫ﻣﺸﻜﻼت‬  ‫وﺧﺎﻣﺖ‬ ‫ﻣﺸﻜﻼت‬ ‫ﺑﺎﻟﻘﻮه‬  ‫ﺗﻮاﻧﺎﻳﻲ‬ ‫ﺗﺸﺨﻴﺺ‬ ‫ﻣﺸﻜﻼت‬  ‫ﻣﻌﻴﺎر‬ ‫ارزﻳﺎﺑﻲ‬ ‫ﻋﻤﻠﻴﺎت‬ : ‫ﺿﺮب‬ ‫وزن‬ ‫ﻫﺎي‬ ‫ﭼﻬﺎر‬ ‫ﻋﺎﻣﻞ‬ ‫ﻓﻮق‬
‫ﻣﺮﺣﻠﻪ‬ ‫ﭼﻬﺎرم‬ : ‫ﻓﺮاﻳﻨ‬ ‫ﻛﻨﺘﺮل‬ ‫رﻳﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ‫ﺪ‬ 40 Prepared by M.Dorri ‫ﻫﺪف‬ : ‫ﺗﻌﻴﻴﻦ‬ ‫ﻧﺤﻮه‬ ‫و‬ ‫ﭼﮕﻮﻧﮕﻲ‬ ‫ﺛﺎﺑﺖ‬ ‫ﻧﮕﻪ‬ ‫داﺷﺘﻦ‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎي‬ ‫ﻛﻠﻴﺪي‬ ‫ﻓﺮاﻳﻨﺪ‬ ‫اﺳﺖ‬ . ‫ﻫﺪف‬ ‫اﻳﻦ‬ ‫ﻧﻴﺴﺖ‬ ‫ﻛﻪ‬ ‫ﻛﺪاﻣﻴﻚ‬ ‫از‬ ‫ﻣﺸﺨﺼﻪ‬ ‫ﻫﺎي‬ ‫ﻓﺮاﻳﻨﺪ‬ ‫ﺑﺎﻳﺪ‬ ‫ﻛﻨﺘﺮل‬ ،‫ﺷﻮﻧﺪ‬ ‫ﺑﻠﻜﻪ‬ ‫ﺗﺎﻛﻴﺪ‬ ‫ﺑ‬ ‫ﻴﺸﺘﺮ‬ ‫ﺑﺮ‬ ‫روي‬ ‫ﻣﻴﺰان‬ ‫ﻛﻨﺘﺮل‬ ‫ﻣﻮرد‬ ‫ﻧﻴﺎز‬ ‫اﺳﺖ‬ . ‫ﭘﺲ‬ ‫از‬ ‫ﺗﻌﻴﻴﻦ‬ ‫ﻓﺮاﻳﻨﺪﻫﺎ‬ ‫و‬ ‫ﻋﻤﻠﻴﺎت‬ ‫ﺑﺤﺮاﻧﻲ‬ ‫در‬ ‫ﺳﻄﺮﻫﺎي‬ ،‫ﻣﺎﺗﺮﻳﺲ‬ ‫اﻟﺰاﻣﺎت‬ ‫ﻣﺮﺑﻮط‬ ‫ﺑﻪ‬ ‫ﻛﻨﺘﺮل‬ ‫آﻧﻬﺎ‬ ‫ﺑﻪ‬ ‫ﻣﻨﻈﻮر‬ ‫ﭘﻴﺸﮕﻴﺮي‬ ‫از‬ ‫ﺑﺮوز‬ ‫ﺧﻄﺎ‬ ‫و‬ ‫ﺷﻜﺴﺖ‬ ‫در‬ ،‫آﻧﻬﺎ‬ ‫در‬ ‫ﺳﺘﻮﻧﻬﺎي‬ ‫ﻣﺎﺗﺮﻳﺲ‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ‫رﻳﺰي‬ ‫ﻛﻨﺘ‬ ‫ﺮل‬ ‫ﻓﺮاﻳﻨﺪ‬ ‫ﺗﻌﻴﻴﻦ‬ ‫ﻣﻴﺸﻮد‬ .
‫ﻣﺮﺣﻠﻪ‬ ‫ﭼﻬﺎرم‬ : ‫ﻓﺮاﻳﻨ‬ ‫ﻛﻨﺘﺮل‬ ‫رﻳﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ‫ﺪ‬ 41 Prepared by M.Dorri ‫ﺧﺮوﺟﻲ‬ ‫ﻫﺎ‬ :  ‫ﺗﺪوﻳﻦ‬ ‫دﺳﺘﻮراﻟﻌﻤﻞ‬ ‫ﻫﺎ‬ ‫ﻧﮕﻬﺪاري‬ ‫و‬ ‫ﺗﻌﻤﻴﺮات‬  ‫ﻃﺮاﺣﻲ‬ ‫و‬ ‫اﺳﺘﻔﺎده‬ ‫از‬ ‫وﺳﺎﻳﻞ‬ ‫اﻧﺪازه‬ ‫ﮔﻴﺮي‬ ‫ﺟﺪﻳﺪ‬  ‫اﺳﺘﻔﺎده‬ ‫از‬ ‫روش‬ ‫ﻫﺎي‬ ‫اﺟﺘﻨﺎب‬ ‫از‬ ‫ﺧﻄﺎ‬  ‫ﺗﺪوﻳﻦ‬ ‫و‬ ‫اﻋﻤﺎل‬ ‫اﻗﺪاﻣﺎت‬ ‫ﻻزم‬ ‫ﺑﺮاي‬ ‫ﭘﻴﺸﮕﻴﺮي‬ ‫از‬ ‫ﺷﻜﺴﺖ‬  ‫ﺗﺠﺰﻳﻪ‬ ‫و‬ ‫ﺗﺤﻠﻴﻞ‬ ‫ﻛﺎر‬ / ‫ﻓﺮاﻳﻨﺪ‬  ‫ﺗﺪوﻳﻦ‬ ‫دﺳﺘﻮراﻟﻌﻤﻞ‬ ‫ﻫﺎي‬ ‫ﻛﺎري‬
‫ﻣﺮﺣﻠﻪ‬ ‫ﭼﻬﺎرم‬ : ‫ﻓﺮاﻳﻨ‬ ‫ﻛﻨﺘﺮل‬ ‫رﻳﺰي‬ ‫ﺑﺮﻧﺎﻣﻪ‬ ‫ﺪ‬ 42 Prepared by M.Dorri ‫ﺧﺮوﺟﻲ‬ ‫ﻫﺎ‬ :  ‫اراﺋﻪ‬ ‫آﻣﻮزش‬ ‫ﻫﺎي‬ ‫ﻣﻮرد‬ ‫ﻧﻴﺎز‬ ‫ﺑﻪ‬ ‫ﻛﺎرﮔﺮان‬  ‫ارﺗﻘﺎي‬ ‫ﻛﻴﻔﻲ‬ ‫اﺑﺰار‬ ‫و‬ ‫ﺗﺠﻬﻴﺰات‬  ‫آﻣﻮزش‬ ‫ﺗﺎﻣﻴﻦ‬ ‫ﻛﻨﻨﺪﮔﺎن‬  ‫ﺗﺠﺰﻳﻪ‬ ‫و‬ ‫ﺗﺤﻠﻴﻞ‬ ‫ﺳﻴﺴﺘﻢ‬ ‫ﻫﺎي‬ ‫اﻧﺪازه‬ ‫ﮔﻴﺮي‬  ‫ﺗﻬﻴﻪ‬ ‫ﻧﻤﻮدارﻫﺎي‬ ‫ﻛﻨﺘﺮﻟﻲ‬ ‫ﻣﻮرد‬ ‫ﻧﻴﺎز‬
43 Prepared by M.Dorri
‫ﺑﻨﺪي‬ ‫ﺟﻤﻊ‬ ‫ﭼﻬﺎر‬ ‫ﻣﺮﺣﻠﻪ‬ QFD ‫ﻣﺸﺨﺺ‬ ‫ﻣﻴﻜﻨﺪ‬ ‫ﻛﻪ‬ ‫اﻟﺰاﻣﺎت‬ ‫ﻛﻴﻔﻲ‬ ‫ﻣﺸﺘﺮﻳﺎن‬ ) ‫ورودي‬ ‫ﻣﺮﺣﻠﻪ‬ ‫اول‬ ( ، ‫ﺑﺎ‬ ‫ﭼﻪ‬ ‫ﻗﻄﻌﺎت‬ ) ‫ﺧﺮوﺟﻲ‬ ‫ﻣﺮﺣﻠﻪ‬ ‫دوم‬ ( ، ‫ﺑﺎ‬ ‫ﭼﻪ‬ ‫ﻋﻤﻠﻴﺎت‬ ‫و‬ ‫ﻓﺮاﻳﻨﺪﻫﺎي‬ ‫ﺳﺎﺧﺖ‬ ‫و‬ ‫ﺗﻮﻟﻴﺪ‬ ) ‫ﺧﺮوﺟﻲ‬ ‫ﻣﺮﺣﻠﻪ‬ ‫ﺳﻮم‬ ( ‫و‬ ‫ﺑﺎ‬ ‫ﭼﻪ‬ ‫اﻟﺰاﻣﺎت‬ ‫ﻛﻨﺘﺮل‬ ‫ﻛﻴﻔﻴﺖ‬ ) ‫ﺧﺮوﺟﻲ‬ ‫ﻣﺮﺣﻠﻪ‬ ‫ﭼﻬﺎرم‬ ( ‫ﺗﺎﻣﻴﻦ‬ ‫و‬ ‫ﺑﺮآورده‬ ‫ﺷﻮد‬ . ‫اﻟﺰاﻣﺎت‬ ‫و‬ ‫ﺧﻮاﺳﺘﻪ‬ ‫ﻫﺎي‬ ‫ﻛﻴﻔﻲ‬ ‫ﻣﺸﺘﺮﻳﺎن‬ ‫را‬ ‫در‬ ‫ﻓﺮاﻳﻨﺪﻫﺎي‬ ‫ﻣﺨﺘﻠﻒ‬ ‫ﺳﺎزﻣﺎن‬ ‫از‬ ‫ﺟﻤ‬ ‫ﻠﻪ‬ ،‫ﻃﺮاﺣﻲ‬ ‫ﺗﻮﻟﻴﺪ‬ ‫و‬ ‫ﺣﺘﻲ‬ ‫در‬ ‫دﺳﺘﻮراﻟﻌﻤﻠﻬﺎي‬ ‫ﻛﺎري‬ ‫ﻛﺎرﻛﻨﺎن‬ ‫ﻣﻮرد‬ ‫ﺗﻮﺟﻪ‬ ‫ﻗﺮار‬ ‫داده‬ ‫اﻳﻢ‬ . 44 Prepared by M.Dorri
‫ﺑﻨﺪي‬ ‫ﺟﻤﻊ‬ ‫ﻛﺎرﮔﻴﺮي‬ ‫ﺑﻪ‬ ‫ﻣﺰﻳﺖ‬ ‫ﻣﻬﻤﺘﺮﻳﻦ‬ QFD ‫ﻓﺮﻫﻨﮓ‬ ‫و‬ ‫ﺗﻔﻜﺮ‬ ‫ﺑﻪ‬ ‫ﺳﺎزﻣﺎن‬ ‫از‬ ‫دﻋﻮت‬ ، » ‫ﮔﺮاﻳﻲ‬ ‫ﻛﻴﻔﻴﺖ‬ « ‫و‬ » ‫ﮔﺮاﻳﻲ‬ ‫ﻣﺸﺘﺮي‬ « ‫ﺳ‬ ‫ﺗﻤﺎﻣﻲ‬ ‫در‬ ‫آن‬ ‫ﮔﺴﺘﺮش‬ ‫ﻧﻴﺰ‬ ‫و‬ ‫ﻄﻮح‬ ‫در‬ ‫ﻛﺎرﻛﻨﺎن‬ » ‫ﺳﻴﺴﺘﻤﺎﺗﻴﻚ‬ ‫و‬ ‫ﻣﺸﺨﺺ‬ ‫ﻣﺴﻴﺮ‬ ‫ﻳﻚ‬ « ‫ﺑﺎﺷﺪ‬ ‫ﻣﻲ‬ . 45 Prepared by M.Dorri

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