QFD

7 STeps to build a QFD

Client requirements (What?)

Significance (From 1 to 10)

Relationship between hows

Technical characteristics (How?)

How much? (Absolute technical importance)

Relation witch competitors

How much? (Relative technical importance)

Evaluate how much each technical characteristic fulfills every requirement.

Strongly related (9)

Related (3)

Weakly related (1)

You can use the following rating system

If there is no relation, leave the value in blank, i.e. =0

Multiply the numerical values by the significance and sum vertically

Obtain the % with respect to the total sum of the values of absolute technical importance

Evaluate each requrement with values from 1 to 5 for each competitor

Relate every technical characteristic depending on the effect they have between them.Positive correlation (+)Negative correlation (-)No correlation ()

Evaluate all the requirements and rank them by their significance (10 being the most important and 1 the less)

List all the customer's requirements

Identify the technical characteristics (design especifications) obtained from a CTQ that satisfy the customer's requirements.

Relation between Whats and Hows

Recovered from:Yacuzzi, E. Y. (2003). QFD: CONCEPTOS, APLICACIONES Y NUEVOS DESARROLLOS. https://ucema.edu.ar/publicaciones/download/documentos/234.pdfHumberto Gutiérrez Pulido.. (2010). Calidad Total y Productividad. (Tercera). Mexico: McGrawHill. ISBN-10:6071503159, ISBN-13: 9786071503152

Example

List all the client's requirements

Reasonable portion

Order served on time

Number of people at the restaurant

Number of waiters working

Temperature on the restaurant

Example

910768

Evaluate all the requirements and rank them by their significance (10 being the most important and 1 the less)

Reasonable portion

Order seved on time

Number of waiters working

Temperature on the restaurant

Number of people at the restaurant

Example

Identify the technical characteristics that satisfy the client's requirements.

910768

Number of clients who complained about food related to saltiness per week (<10)

Number of clients who complained about food related to bittersweet per week (<10)

Number of clients who complained about food related to sweetness per week (<10)

% of customers that complained about food with less than 15 degrees per month (<5%)

Number of customers who complained about the relation quantity/price per month(<20)

% of customers who had to wait more time than expected per week (<7%)

Order served on time

Reasonable portion

Number of people at the restaurant

Number of waiters working

Temperature on the restaurant

Example

Evaluate how much each technical characteristic fulfills every requirement.

Strongly related (9)

Related (3)

Weakly related (1)

You can use the following rating system

If there is no relation, leave the value in blank, i.e. =0

Number of clients who complained about food related to saltiness per week (<10)

Number of clients who complained about food related to bittersweet per week (<10)

Number of clients who complained about food related to sweetness per week (<10)

% of customers that complained about food with less than 15 degrees per month (<5%)

Number of customers who complained about the relation quantity/price per month(<20)

% of customers who had to wait more time than expected per week (<7%)

910768

Order served on time

Reasonable portion

Number of people at the restaurant

Number of waiters working

Temperature on the restaurant

Example

Number of clients who complained about food related to saltiness per week (<10)

Number of clients who complained about food related to bittersweet per week (<10)

Number of clients who complained about food related to sweetness per week (<10)

% of customers that complained about food with less than 15 degrees per month (<5%)

Number of customers who complained about the relation quantity/price per month(<20)

% of customers who had to wait more time than expected per week (<7%)

910768

Order served on time

Reasonable portion

Number of people at the restaurant

Number of waiters working

Temperature on the restaurant

Multiply the numerical values by the significance and sum vertically

Obtain the % with respect to the total sum of the values of absolute technical importance

207

55%

24%

15%

Example

T.G.I. FRIDAYS

CHILLI'S

RED LOBSTER

Evaluate each requrement with values from 1 to 5 for each competitor

910768

Order served on time

Reasonable portion

Number of people at the restaurant

Number of waiters working

Temperature on the restaurant

207

55%

24%

15%

Number of clients who complained about food related to saltiness per week (<10)

Number of clients who complained about food related to bittersweet per week (<10)

Number of clients who complained about food related to sweetness per week (<10)

% of customers that complained about food with less than 15 degrees per month (<5%)

Number of customers who complained about the relation quantity/price per month(<20)

% of customers who had to wait more time than expected per week (<7%)

12345

Example

T.G.I. FRIDAYS

CHILLI'S

RED LOBSTER

Relate every technical characteristic depending on the effect they have between them.Positive correlation (+)Negative correlation (-)No correlation ()

T.G.I. FRIDAYS

CHILLI'S

RED LOBSTER

910768

Order served on time

Reasonable portion

Number of people at the restaurant

Number of waiters working

Temperature on the restaurant

207

55%

24%

15%

Number of clients who complained about food related to saltiness per week (<10)

Number of clients who complained about food related to bittersweet per week (<10)

Number of clients who complained about food related to sweetness per week (<10)

% of customers that complained about food with less than 15 degrees per month (<5%)

Number of customers who complained about the relation quantity/price per month(<20)

% of customers who had to wait more time than expected per week (<7%)

12345

T.G.I. FRIDAYS

CHILLI'S

RED LOBSTER

Example

T.G.I. FRIDAYS

CHILLI'S

RED LOBSTER

T.G.I. FRIDAYS

CHILLI'S

RED LOBSTER

910768

Order served on time

Reasonable portion

Number of people at the restaurant

Number of waiters working

Temperature on the restaurant

207

55%

24%

15%

Number of clients who complained about food related to saltiness per week (<10)

Number of clients who complained about food related to bittersweet per week (<10)

Number of clients who complained about food related to sweetness per week (<10)

% of customers that complained about food with less than 15 degrees per month (<5%)

Number of customers who complained about the relation quantity/price per month(<20)

% of customers who had to wait more time than expected per week (<7%)

12345

T.G.I. FRIDAYS

CHILLI'S

RED LOBSTER

Your QFD is now complete!Based on the results you can now focus on the two critical variables to choose for your project

QFD

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