QFDintegretingserviceandproduct（英文版）

JurassicQFDIntegratingServiceandProductQualityFunctionDeploymentAndrewBoltProgramManagerMDRobotics,CanadaGlennH.MazurJapanBusinessConsultants,Ltd.QFDInstituteUniversityofMichiganTheEleventhSymposiumonQualityFunctionDeploymentNovi,MichiganJune1999JapanBusinessConsultants,Ltd.valuesthespreadofideas.Inthisspirit,youhavepermissiontoreproducethispaperasacompleteunit(noextracts).Allcopiesmustincludethecopyrightnoticeasfollows:Copyright©1999byQFDInstitute,AndrewBolt,andGlennMazurAllRightsReserved.JapanBusinessConsultants,Ltd.1140MoreheadCt.AnnArbor,MI48103USA+1(734)995-0847Fax:[phone]Email:[e-mail]nQualityFunctionDeploymentJune14-15,1999©1999QFDInstitute,AndrewBolt,GlennMazur1JurassicQFDIntegratingServiceandProductQualityFunctionDeploymentAndrewBolt,ProgramManagerMDRobotics,CanadaGlennH.Mazur,JapanBusinessConsultants,Ltd.,QFDInstitute,UniversityofMichiganAbstractQualityFunctionDeploymentisauniquesystemfordevelopingnewproductswhichaimstoas-surethattheinitialqualityoftheproductorservicewillsatisfythecustomer.Intoday’sturboeconomy,traditionaldesignmethodsthatrelyonextensiveconceptandmarkettestingandmulti-plerolloutstaketoomuchtimeandincreaseriskthatcopycatproductsenterthemarketfirst.Besteffortsdrivenbyinternalrequirementsriskfailuretorecognizeimportantcustomerneeds.Thetoolsandmethodsdescribedinthispaperwillshowhowtheseriskscanbeminimizedwithproperplanning.ThispaperwillalsoshowhowQFDcanbecustomizedtoaspecificproject,es-peciallytodesignatangibleproduct,ananimatronicdinosaur,tobeusedinaserviceoperation(themeparkattraction).KeywordsAnimatronics,industrialdesign,QFD,service,themepark.1.CompanyProfileofMDRoboticsMDRobotics,formerlyknownastheSparSpaceSystemsdivisionofSparAerospace,Ltd.isaCanadiansuppliertoNASAwithawell-establishedreputationforcreatingtheworld'smostfutur-isticspacerobotics.Theirskillinprecisionmovementroboticsmadethemthesupplierofchoicetore-createoneofnature'smostfascinatingandmagnificentcreaturesever-thedinosaur.MDRobotics,incooperationwithUniversalCityDevelopmentPartners(UCDP)ofOrlando,Floridadesignedandbuiltthreestate-of-the-artroboticallyanimateddinosaurs,thefirstofwhichwasdeliveredFebruary1999.MDRobotics’expertisewasgainedinitiallyinthedevelopmentofthespaceshuttleCanadarmusedtomanipulatecargoinandoutoftheshuttle’scargobay.Althoughtheyhadnopreviousexperiencewiththemeparkattractionsordinosaurrobots,theyacceptedthechallengetocombinetalentswithUniversalCreativeandHallTrainStudiostoprovidelife-like,large-scale,highlyre-alistic“animalsbroughtbackfromextinction.”11“Sparbringsprehistoriccreaturetolife.”CanadaNewsWirepressrelease,March10,1999.©1999QFDInstitute,AndrewBolt,GlennMazur2AndrewBolt,theProgramManager,assembledacross-functionalteamconsistingofhimself,somekeyengineerswithskillsinmechanical,hydraulic,controls,softwareandelectricaldesignfromMDrobotics,thepaleo-artistHallTrainandthecustomer.BoltconsideredQFDanimpor-tanttoolfortranslatingvagueimagery-basedrequirementsfromtheanimator’sstoryboardsintothedetailedspecificationsneededtoaccuratelybudgetresources,design,andbuildthecreatures.InconjunctionwithQFDexpertGlennMazurofJapanBusinessConsultantsofAnnArbor,Michigan,auniqueQFDtemplatewasformedandexecutedinjustthreeweeks.2.WhyQFD?QualityFunctionDeploymentisauniquesystemfordevelopingnewproductswhichaimstoas-surethattheinitialqualityoftheproductorservicewillsatisfythecustomer.Intoday’sturboeconomy,traditionaldesignmethodsthatrelyonextensiveconceptandmarkettestingandmulti-plerolloutstaketoomuchtimeandincreaseriskthatcopycatproductsenterthemarketfirst.Besteffortsdrivenbyinternalrequirementsriskfailuretorecognizeimportantcustomerneeds.Thetoolsandmethodscanreducethesewitharobust,traceable,andstructuredsystemofplanning.Further,QFDcanbecustomizedtoaspecificproject,whetheritisaproduct,aservice,software,orasinthiscase,acombinationofallthree.QFDistheonlycomprehensivequalitysystemaimedspecificallyatsatisfyingourcustomerandasinthiscase,ourcustomer’scustomer(thethemeparkvisitor).Itconcentratesonmaximizingcustomersatisfaction(positivequality)andeliminatingdissatisfaction(negativequality).QFDdiffersfromtraditionalqualitymethodsthatfocusonzerodefects;afterallnothingwrongdoesnotmeananythingisright.QFDfocusesondeliveringpositivevaluebyseekingoutbothspokenandunspokenneeds,trans-latingtheseintoactionsanddesigns,andcommunicatingthesethroughouteachorganizationonthevaluechaintotheendcustomer(thethemeparkvisitor).Further,QFDallowscustomerstoprioritizetheirrequirementsandbenchmarkusagainstourcompetitors.Then,QFDdirectsustooptimizethoseaspectsofourproductsandservicesthatwilldeliverthegreatestcompetitivead-vantage.Nobusinesscanaffordtowasteconstrainedfinancial,timeandhumanresourcesonthingscustomersdon'tvalueorwheretheyarealreadytheclearleader.2.1HistoryofQFDQualityFunctionDeploymentbeganthirtyyearsagoinJapanasaqualitysystemfocusedonde-liveringproductsandservicesthatsatisfycustomers.Toeffic