1. Logistics Decision Analysis Methods Quality Function Development Presented by Tsan-hwan Lin E-mail: percy@ccms.nkfust.edu.tw

2. Milestones for QFD Development - 1 Professor Makabe of Tokyo Institute of Technology explains QFD to Don Clausing (a Xerox employee then, learning Robust Design methods of Genichi Taguchi. Don later joined faculty of MIT). March, 1984 Akao and others introduce QFD at a U.S. workshop in Chicago, Illinois. One of the attendants is Henry Klein of Black and Decker. November, 1983 Dr. Shigeru Mizuno and Dr. Yoji Akao publish Development of the Quality Function (Japanese book on QFD) 1978 Yoji Akao introduces QFD quality tables at Kobe Shipyards 1972 Japanese industry begins to formalize QFD concepts developed by Yoji Akao （赤尾洋二）（ and by late Shigeru Mizuno ） 1966 Event Year/Date

3. Milestones for QFD Development - 2 GOAL/QPC publishes the first full-length book on QFD in U.S.: Better Designs in Half the Time . 1987 Bernie Avishai, associate editor of Harvard Business Review , asks Don Clausing to write an article on QFD. Don invites John Hauser to co-author it. It is published in May-June 1988. 1987 Bob King (,the founder and executive director of GOAL/QPC, learned QFD from Henry Klein) begins offering a one-day course on QFD. March, 1984 Sponsorship of QFD symposium at Novi, Michigan 1989 - present Event Year/Date

9. Kano’s Model Diagram Customer satisfaction Actual performance 100% 0% _ + Delighters Dissatisfiers Satisfiers

15. Tour of the HOQ - 2 Relationships Customer Needs and Benefits Planning Matrix Technical Response (Substitute Quality Characteristics) Technical Matrix Technical Correlations Technical Response Priorities Competitive Technical Benchmarks Technical Targets

16. Q & A

18. The House of Quality - 2 D . Relationships (Impact of Technical Response on Customer Needs and Benefits) A . Customer Needs and Benefits B . Planning Matrix (Market Research and Strategic Planning) C . Technical Response F . Technical Matrix (Technical Response Priorities, Competitive Technical Benchmarks, Technical Targets) E . Technical Correlations

25. Interrelated Matrices - 1 House of Quality HOQ: “Hows” HOQ: “Hows” Priorities HOQ: “Whats” Priorities HOQ: “Whats” Matrix 2 2.: “Hows” 2.: “Hows” Priorities HOQ: “Hows” Priorities HOQ: “Hows” Matrix 3 3.: “Hows” 3.: “Hows” Priorities 2.: “Hows” 2.: “Hows” Priorities

35. Affinity Diagram - 2 BACK The (word processing) program is a pleasure to use Program is quick and responsive Can adjust the cursor to move as quickly as I’d like Enables me to find things in the document Know what an icon is going to do before I click on it Commands are easy to know and use Easy font management Offers lots of size, font, and design options Can customize the icon display so that it’s easy for me to use Clear relationship between menu commands and icons Able to execute common operations in a single step Able to see what the fonts look like as I’m choosing them Can organize the listing of fonts to reflect the way I use them Everything stays neat and aligned when I change fonts Can execute commands quickly

37. Tree Diagram - 2 BACK The (word processing) program is a pleasure to use Program is quick and responsive Can adjust the cursor to move as quickly as I’d like Enables me to find things in the document Know what an icon is going to do before I click on it Commands are easy to know and use Easy font management Offers lots of size, font, and design options Can customize the icon display so that it’s easy for me to use Clear relationship between menu commands and icons Able to execute common operations in a single step Able to see what the fonts look like as I’m choosing them Can organize the listing of fonts to reflect the way I use them Everything stays neat and aligned when I change fonts Can execute commands quickly

41. Prioritization Matrix - 2 BACK  F    E     D    C  B     A 7 6 5 4 3 2 1

53. Backup Materials

54. Cause-and-Effect Diagram : Paint Peeling House Paint Peeling EFFECT Material Work Method Equipment Environment BACK

55. Check Sheet : Swimming Pool Mgt. BACK Mon. Tue. Wed Pool Chemical Test (add if needed) Add Water (if needed) Check Temperature Sweep and Hose Off Deck Vacuum Pool 7.6 300 gal 78  

56. Pareto Diagram : Customer Complaints - Determine the Vital Few BACK Complaints 0 10 20 30 40 50 60 70 49% 26% 7% 6% 5% 3% 4%

57. Histogram : Defective Parts BACK 0 2 4 6 8 10 12 14 0 1 2 3 4 5 Number Nonconforming Frequency

58. Scatter Diagram : Gas Mileage BACK 22 24 26 28 30 32 34 36 30 35 40 45 50 55 60 65 Speed (Miles per Hour) Gas Mileage (Miles per Gallon)

59. Control Chart : Gauge Diameter BACK

60. Process Flow Diagram : Order Taking BACK Telephone Fax Letter Log In Credit Check No OK Hold Contract Review Inventory Check Schedule Production