Application of the quality functional deployment method in mobility aid securement system design. Final report.

Federal Transit Administration, Washington, D.C.

Decision-making in product quality based on failure knowledge

Decision-making in product quality is an indispensable stage in product development, in order to reduce product development risk. Based on the identification of the deficiencies of quality function deployment (QFD) and failure modes and effects analysis (FMEA), a novel decision-making method is presented that draws upon a knowledge network of failure scenarios. An ontological expression of failure scenarios is presented together with a framework of failure knowledge network (FKN). According to the roles of quality characteristics (QCs) in failure processing, QCs are set into three categories namely perceptible QCs, restrictive QCs, and controllable QCs, which present the monitor targets, control targets and improvement targets respectively for quality management. A mathematical model and algorithms based on the analytic network process (ANP) is introduced for calculating the priority of QCs with respect to different development scenarios. A case study is provided according to the proposed decision-making procedure based on FKN. This methodology is applied in the propeller design process to solve the problem of prioritising QCs. This paper provides a practical approach for decision-making in product quality. Copyright © 2011 Inderscience Enterprises Ltd.

Quality planning based on risk assessment

Product quality planning is a fundamental part of quality assurance in manufacturing. It is composed of the distribution of quality aims over each phase in product development and the deployment of quality operations and resources to accomplish these aims. This paper proposes a quality planning methodology based on risk assessment and the planning tasks of product development are translated into evaluation of risk priorities. Firstly, a comprehensive model for quality planning is developed to address the deficiencies of traditional quality function deployment (QFD) based quality planning. Secondly, a novel failure knowledge base (FKB) based method is discussed. Then a mathematical method and algorithm of risk assessment is presented for target decomposition, measure selection, and sequence optimization. Finally, the proposed methodology has been implemented in a web based prototype software system, QQ-Planning, to solve the problem of quality planning regarding the distribution of quality targets and the deployment of quality resources, in such a way that the product requirements are satisfied and the enterprise resources are highly utilized. © Springer-Verlag Berlin Heidelberg 2010.

A????es premiadas no 10?? Concurso Inova????o na Gest??o P??blica Federal

A publica????o apresenta o relato das 20 experi??ncias premiadas no 10?? Concurso Inova????o na Gest??o P??blica Federal e ?? uma importante fonte de refer??ncia de solu????es concretas para problemas enfrentados no dia-a-dia da administra????o p??blica. Nesta publica????o, o leitor encontrar?? iniciativas inovadoras nas seguintes ??reas: articula????o de parcerias, avalia????o de desempenho institucional, avalia????o e monitoramento de pol??ticas p??blicas, estabelecimento de padr??es de atendimento de servi??os, gerenciamento de pessoas e capacita????o, gerenciamento de informa????es, implementa????o de melhoria cont??nua, planejamento e gest??o estrat??gica, simplifica????o e agiliza????o de procedimentos

QFD - desdobramento da função qualidade - estruturando a satisfação do cliente

Muito tem se falado sobre a importância para a empresa de focar o cliente e atender às suas necessidades, porém pouco se fez para mostrar como chegar a isso de forma eficiente. Empresas de porte mundial têm usado o Desdobramento da Função Qualidade - QFD (do inglês Quality Function Deployment para atender aos seus clientes, com sucesso em vendas e market share. A aplicação do QFD traz ainda outros benefícios, como redução no tempo e custo de desenvolvimento de produtos, maior eficiência nos processos de benchmarking, trabalho em equipes, desenvolvimento simultâneo e melhora na comunicação interdepartamental. O artigo apresenta uma explicação conceitual do funcionamento do QFD e comentários sobre a implantação do método na empresa.

Gestão de processos e operações

Esta dissertação de Mestrado pretende, numa primeira fase, identificar as condições gerais e os pressupostos da aplicação da ferramenta Análise do Valor (AV) e integrá-la nos Sistemas de Gestão da Qualidade. Pretende-se demonstrar a técnica e aumentar o seu conhecimento, assim como as várias abordagens do processo, as vantagens e os constrangimentos no seu uso, conduzir à ideia que poderá ser útil proceder a uma análise organizada e sistemática dos produtos/serviços existentes nas organizações, abrindo a hipótese a novas soluções para o produto/serviço de mais fácil produção/realização e ensaio ao menor custo. É realçada a importância do conceito da Análise do Valor demonstrando que se pode tornar numa ferramenta eficaz na melhoria dos produtos mas também de processos de fabrico e até em processos administrativos. Sendo a Qualidade entendida como um conjunto de características que um bem, produto ou serviço possui que o tornam apto para satisfazer na plenitude uma dada necessidade do seu utilizador, este trabalho também faz a ligação com os Sistemas de Gestão da Qualidade comparando dois referenciais, a Norma NP EN 12973 e a ISO 9001:2008. Numa segunda fase é realizada uma profunda abordagem à ferramenta QFD – Quality Function Deployment – como uma técnica complementar à aplicação prática da técnica AV e é realizado um estudo a um serviço pós-venda que inclui muitos dos seus conceitos e princípios. O trabalho foi realizado na empresa onde sou colaborador há cerca de 10 anos exercendo o cargo de “Service Manager Press/Post Press” ao departamento de serviço técnico e apoio ao cliente. Foi muito útil a demonstração prática para entendimento das dificuldades sentidas e dos obstáculos a ultrapassar. O trabalho termina com as conclusões do caso prático e as conclusões gerais, mencionando as definições dos aceleradores / obstáculos da aplicação da AV.

Aplicação da técnica Análise do Valor (AV) a um determinado porduto/serviço

Mestrado em Engenharia Mecânica - Gestão de Processos e Operações

Entwicklungsprozesse von Prototypen in der Landwirtschaft

Um den theoretischen Hintergrund der Produktentwicklung darzustellen, werden im Einstieg der Arbeit das Projekt- sowie das Qualitätsmanagement vorgestellt und in Bezug auf das Projekt einer Prototypenentwicklung gesetzt. Es werden die einzelnen Phasen, Anträge und Projektvereinbarungen erläutert, was einen Einblick in den Aufbau des gesamten Konzeptes bieten soll. Das Qualitätsmanagement ist ein breit gefächertes Gebiet und wird in so gut wie jeder Sparte verwendet, um Prozesse zu optimieren und Probleme sowie Fehler zu beheben. Die wichtigsten Werkzeuge in der Entwicklung von Vorserien, wie das Quality Function Deployment, das House of Quality, die Fehler-Möglichkeits- und Einfluss-Analyse und die Risikoprioritätszahl, werden vorgestellt. Es wird im Einzelnen erläutert, wie sie in der Entwicklung von Traktoren Anwendung finden. Weiterhin wird ein praktischer Teil der Arbeit erläutern, welche Aufgaben und Prozessschritte in der Entwicklung sowie Validierung anstehen, außerdem auf welche Merkmale zu achten ist. Im letzten Kapitel wird auf die Erprobung der Prototypen eingegangen, wie eine Homologation abläuft, welche Vorgehensweisen es gibt und welche Erkenntnisse die dazugehörige Datenauswertung bieten. Im letzten Unterkapitel 4.5 Diskussion wird hier auch die eigene Meinung sowie Erfahrung mit eingebracht sowie Verbesserungsmöglichkeiten aufgezeigt. Zur besseren und übersichtlicheren Erläuterung der einzelnen Durchführungen wird nach jedem Kapitel der grobe Ablauf in einem Datenflussdiagramm dargestellt. Resümierend werden anschließend die Kerninhalte der vorliegenden Arbeit in einem Fazit zusammengefasst.

Digital inmigrants and digital natives expectation collection in the Andalusian Public Health System Virtual Library: communication with our users

The Andalusian Public Health System Virtual Library (Biblioteca Virtual del Sistema Sanitario Público de Andalucía, BV-SSPA) provides access to health information resources and services to healthcare professionals through its Website. This virtual environment demands higher users’ knowledge in order to satisfy of the need of information of our users, as digital natives as digital immigrants, improving at the same time the communication with all of them. 1. To collect clients' views and expectations according to their nature of digital natives and immigrants. 2. To know our online reputation. A Collecting User Expectation Questionnaire will be built, taking into account the segmentation of the BV-SSPA users’ professional groups of the Andalusian Public Health System. A pilot test will be run to check the survey dimensions and items about practices, attitudes and knowledge of our users. Two Quality Function Deployment (QFD) matrices will enable the BV-SSPA services to be targeted to our digital natives or digital immigrants, according to their nature, finding the best way to satisfy their information needs. We provide feedback on BV-SSPA: users can have the opportunity to post feedback about the site via the 'Contact us' section and comment about their experience. And Web 2.0 is a shop window, providing the opportunity to show the comments; and through time, our online reputation will be built, but the BV-SSPA must manage its own personal branding. Web 2.0 tools are a driver of improvement, because they provide a key source of insight into people's attitudes. Besides, the BV-SSPA digital identity will be analyzed through indicators like major search engine referrals breakdown, top referring sites (non search engines), or top search engine referral phrases, among others. Definition of digital native and digital immigrant profiles of the BV-SSPA, and their difference, will be explained by their expectations. The design of the two QFD matrices will illustrate in just one graph the requirements of both groups for tackling digital abilities and inequalities. The BV-SSPA could deliver information and services through alternative channels. On the other hand, we are developing a strategy to identify, to measure and to manage a digital identity through communication with the user and to find out our online reputation. With the use of different tools from quantitative and qualitative methodology, and the opportunities offered by Web 2.0 tools, the BV-SSPA will know the expectations of their users as a first step to satisfy their necessities. Personalization is pivotal to the success of the Site, delivering tailored content to individuals based on their recorded preferences. The valuable user research can be used during new product development and redesign. Besides positive interaction let us build trust, show authenticity, and foster loyalty: we improve with effort, communication and show.

Prioridades de requisitos para projeto de postos de operação de tratores quanto à ergonomia e segurança

O objetivo deste trabalho foi identificar as prioridades de requisitos de projeto, de postos de operação de tratores agrícolas do mercado nacional brasileiro, conforme as normas de ergonomia e segurança. Compuseram a amostragem os tratores agrícolas de pneus de borracha novos, com bitola externa superior a 1.150 mm, sem quaisquer alterações em suas características originais por parte do fabricante ou revendedor, em comercialização em território nacional, quanto à disposição interna dos comandos de operação, aos assentos e aos acessos dos postos de operação. Como análise comparativa dos requisitos dos clientes destas máquinas e, conseqüentemente, a hierarquização dos requisitos necessários ao projeto de postos de operação, que são atendidos pelos fabricantes de tratores agrícolas, foram utilizadas as ferramentas para o desenvolvimento de projetos diagrama de Mudge e a primeira matriz do "quality function deployment", respectivamente. As marcas de tratores agrícolas nacionais apresentam a mesma prioridade quanto ao atendimento aos requisitos de projeto de ergonomia e segurança em postos de operação. O assento representa a prioridade de maior ordem, seguido dos comandos e, em última posição, os acessos.

MANAGING STRATEGIC CHANGE:New Business Models Applying Wireless Technology as a Source of Competitive Edge

The diffusion of mobile telephony began in 1971 in Finland, when the first car phones, called ARP1 were taken to use. Technologies changed from ARP to NMT and later to GSM. The main application of the technology, however, was voice transfer. The birth of the Internet created an open public data network and easy access to other types of computer-based services over networks. Telephones had been used as modems, but the development of the cellular technologies enabled automatic access from mobile phones to Internet. Also other wireless technologies, for instance Wireless LANs, were also introduced. Telephony had developed from analog to digital in fixed networks and allowed easy integration of fixed and mobile networks. This development opened a completely new functionality to computers and mobile phones. It also initiated the merger of the information technology (IT) and telecommunication (TC) industries. Despite the arising opportunity for firms' new competition the applications based on the new functionality were rare. Furthermore, technology development combined with innovation can be disruptive to industries. This research focuses on the new technology's impact on competition in the ICT industry through understanding the strategic needs and alternative futures of the industry's customers. The change speed inthe ICT industry is high and therefore it was valuable to integrate the DynamicCapability view of the firm in this research. Dynamic capabilities are an application of the Resource-Based View (RBV) of the firm. As is stated in the literature, strategic positioning complements RBV. This theoretical framework leads theresearch to focus on three areas: customer strategic innovation and business model development, external future analysis, and process development combining these two. The theoretical contribution of the research is in the development of methodology integrating theories of the RBV, dynamic capabilities and strategic positioning. The research approach has been constructive due to the actual managerial problems initiating the study. The requirement for iterative and innovative progress in the research supported the chosen research approach. The study applies known methods in product development, for instance, innovation process in theGroup Decision Support Systems (GDSS) laboratory and Quality Function Deployment (QFD), and combines them with known strategy analysis tools like industry analysis and scenario method. As the main result, the thesis presents the strategic innovation process, where new business concepts are used to describe the alternative resource configurations and scenarios as alternative competitive environments, which can be a new way for firms to achieve competitive advantage in high-velocity markets. In addition to the strategic innovation process as a result, thestudy has also resulted in approximately 250 new innovations for the participating firms, reduced technology uncertainty and helped strategic infrastructural decisions in the firms, and produced a knowledge-bank including data from 43 ICT and 19 paper industry firms between the years 1999 - 2004. The methods presentedin this research are also applicable to other industries.

Lämmittävän ja ääneneristetyn lattiaratkaisun asiakastarvekartoitus QFD-menetelmällä

Työn tavoitteena on selvittää lämmittävän ja ääneneristetyn lattiaratkaisun asiakastarpeet ja määrittää tärkeimmät kehitettävät tuoteominaisuudet, joita voidaan sitten hyödyntää lattiaratkaisun jatkokehityksessä ja markkinoinnissa. Tavoitteena on myös saada asiakastarvekartoitus –prosessi osaksi yrityksen jokapäiväistä toimintaa. Työssä käytettiin apuna Asiakastarpeista tuotteiksi – Kehitystoiminnan työvälineet -kansion tarjoamia työkaluja ja menetelmiä. Ensin selvitettiin tuotetta koskevat vaatimukset haastattelemalla sekä yrityksen sisäisiä että ulkoisia asiakkaita. Haastattelut toteutettiin henkilökohtaisesti kysymyslomaketta apuna käyttäen. Vaatimuksista johdettiin todelliset asiakastarpeet, joiden perusteella määritettiin tarpeet täyttävät tuoteominaisuudet QFD-matriisilla.Toimenpide-ehdotuksena esitetään kyseisen lattiaratkaisun tuotteistamista, jonka myötä asiakas voi tilata lattiaratkaisun yhden toimittajan kautta. Konseptointi edellyttää muun muassa logististen virtojen kehitystä eri osapuolten välillä, koulutusta, ohjeistusta sekä markkinointia varten erilaisten tukimateriaalien tekemistä. Asiakastarvekartoituksesta olisi hyvä saada jatkuva toimintamalli toteutettavaksi tiimikokousten yhteyteen noin kolmen vuoden välein.

Tuotteen käytönaikaisen asiakastarvetiedon hyödyntäminen tuotekehitysprojekteissa

Diplomityö on tehty osana Sinfonet-tutkimusprojektia, ja sen tavoitteena on laatia uusi toimintamalli asiakaslähtöisen tuotekehitystoiminnan tehostamiseksi. Toimintamallin vaatimuksena oli asiakastarvetiedon kerääminen koko tuotteen elinkaaren käyttövaiheen ajalta, ja rinnakkainen prosessi asiakastarpeiden analysointiin sekä hyödyntämiseen. Työssä yhdistetään asiakastarpeiden kartoittamiseen, analysointiin ja hyödyntämiseen käytettävät menetelmät yhdeksi systemaattiseksi kokonaisuudeksi, jota Laroxin henkilöstö voi tehokkaasti käyttää työssään. Menetelmä laatittiin teoriaosuudessa havaittujen viitekehysten ja Laroxin avainhenkilöiden kanssa suoritettujen haastattelujen pohjalta. On ehdottoman tärkeätä, että toimintamallin käyttö ja siitä saavutettavat hyödyt saadaan perusteltua yrityksen henkilöstölle. Toimintamallissa asiakastarpeiden kartoitusmenetelmiksi valittiin AVAIN-ryhmähaastattelu sekä puolistrukturoitu haastattelu, ja analysointimenetelmiksi tulkintataulukko sekä QFD (Quality Function Deployment). Tarpeiden dokumentointiin valittiin tietokannaksi Laroxin käytössä jo valmiiksi oleva wiki-pohjainen Live-järjestelmä. Uusi toimintamalli ja siinä mukana olevat prosessit kuvataan diplomityössä yksityiskohtaisesti tietovirtakaaviona.

Customer Driven Service Development – Technology-based Care and Services for the Elderly

The objective of this master’s thesis was to examine technology-based smart home devices and services. Topic was approached through basic theories, transaction cost theory and resource-based view in order to build basis for this thesis. Conceptual framework was discussed by means of networks, value networks and service systems which provide a useful framework for service development. The needs of the elderly living at home were discussed in order to find out which technology-based services could be used to satisfy the needs. Segmentation and need data collected previously during proactive home visits was exploited and additionally a survey targeted to experts and professionals of social and health care sector was done to verify the needs. Finally, the results of the survey were analyzed using quality function deployment method to figure out the most important and suitable service offerings for the elderly. As a conclusion of analysis, social media and monitoring services are the most useful technology-based services. However, traditional home services will still maintain their necessity too.

Container logistic innovations in forest-energy sector: Markets, future service concepts and technical improvements

The report presents the results of the commercialization project called the Container logistic services for forest bioenergy. The project promotes new business that is emerging around overall container logistic services in the bioenergy sector. The results assess the European markets of the container logistics for biomass, enablers for new business creation and required service bundles for the concept. We also demonstrate the customer value of the container logistic services for different market segments. The concept analysis is based on concept mapping, quality function deployment process (QFD) and business network analysis. The business network analysis assesses key shareholders and their mutual connections. The performance of the roadside chipping chain is analysed by the logistic cost simulation, RFID system demonstration and freezing tests. The EU has set the renewable energy target to 20 % in 2020 of which Biomass could account for two-thirds. In the Europe, the production of wood fuels was 132.9 million solid-m3 in 2012 and production of wood chips and particles was 69.0 million solidm3. The wood-based chips and particle flows are suitable for container transportation providing market of 180.6 million loose- m3 which mean 4.5 million container loads per year. The intermodal logistics of trucks and trains are promising for the composite containers because the biomass does not freeze onto the inner surfaces in the unloading situations. The overall service concept includes several packages: container rental, container maintenance, terminal services, RFID-tracking service, and simulation and ERP-integration service. The container rental and maintenance would provide transportation entrepreneurs a way to increase the capacity without high investment costs. The RFID-concept would lead to better work planning improving profitability throughout the logistic chain and simulation supports fuel supply optimization.