QFD in the Third Millennium

Glenn Mazur

QFD Institute

University of Michigan

Japan Business Consultants

Notice

These materials are for the exclusive use of participants. Further they are protected by United States and International copyright law. No further reproduction is permitted without the express written permission of the copyright holder.

QFD in the Third MilleniumCopyright © 2001 by Glenn MazurAll rights reserved.

Please contact the author for permission at +1 (734) 995-0847, fax +1 (775) 307-4637email: glenn@mazur.net www.mazur.net

PresenterPresenter

Glenn H. Mazur– Service and consumer product specialist– Background in Japanese Quality

methods– The “voice of QFD” in North America– 1998 recipient of Akao Prize– Senior Grandmaster QFD Black Belt– QFD Institute, ICQFD, Univ Michigan,

Japan Business Consult.

We don’t have any quality problems!

1. We have a clear strategy for product and market growth.

2. We know exactly what our customers want.3. Our customers never change their minds.4. Our products fulfill their basic needs.5. Our products delight and attract new customers.6. We never lose customers to the competition.7. Our products work exactly as designed.8. We never force our customers to accept tradeoffs.9. Our products make it to market on time, on budget,

without sacrificing quality or functionality.10. Our plants and service operations are defect free.

A New Product Development Process

Should…1. Help our organisations achieve their goals.2. Highlight what is most important to the customer. 3. Give us a complete understanding of both spoken

and unspoken needs.4. Create products that are clearly best in class.5. Translate customer needs into product specifications.6. Resolve technical problems, not force customers to

choose between unacceptable alternatives.7. Help us meet cost and timing targets.8. Maximize operating efficiency and quality.

Evolution of Quality and QFD

1960

1965

1970

1975

1980

1985

1990

1995

2000

2005

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Quality

QFD

Trends

• Competition on price will force companies to continuously seek lower wage countries.

• Profitability will come from increased differentiation as customers demand value.

• Change from caveat emptor to ‘caveat vendor.’• Technology advances and globalisation will increase

latent (unspoken) needs.• Greater societal demands for environmental

friendliness and economic parity.• Customers will “buy” integrated package of

hardware, software, and service, regardless of who sells what.

Keys to success

• Rapid response to changing markets, technologies, economics.

• Become market driven in design and agile in manufacturing.

• Pursue a global strategy for prosperity, education, freedom of choice.

• Promote flexibility, systems thinking, and long term gains, not rigidity, local thinking, and short term gains.

QFD Resources

• Training– Iran 30/6 to 5/7 i7625928@cic.aku.ac.ir– Saudi 14-18/7 osamaatabani@hotmail.com– UAE 21-25/7 cspme@destination.com.lb

• Conferences– Europe 45th EOQ Congress Istanbul www.eoq2001.org– Global 22-24/10 Tokyo www.windvale.com/isqfd2001/– US 4-8/11 Baltimore www.qfdi.org

• Websites– www.mazur.net– www.qfdi.org