ISO 16355-5:2017

Applications of statistical and related methods to new technology and product development process — Part 5: Solution strategy

ISO 16355-5:2017 describes the process of developing a solution strategy for new products. Since organizations can address their new product development process by a customer-driven or a technology-driven set of solutions, this document explains both alternatives. It provides recommendations on the use of the applicable tools and methods, offering guidance on translating the voice of the customer (VOC) and voice of the stakeholder (VOS) into product, service, information, and process attributes, transferring the priorities of the customer and stakeholder needs into priorities for these attributes, and then developing technology, cost, and reliability plans for attributes. Users of this document include all organization functions necessary to ensure customer satisfaction, including business planning, marketing, sales, research and development (R&D), engineering, information technology (IT), manufacturing, procurement, quality, production, service, packaging and logistics, support, testing, regulatory, and other phases in hardware, software, service, and system organizations.

Application des méthodes statistiques et des méthodes liées aux nouvelles technologies et de développement de produit — Partie 5: Stratégie de solution

General Information

• Status: Published
• Publication Date: 15-Feb-2017
• ICS: 03.120.30 - Application of statistical methods
• Technical Committee: ISO/TC 69/SC 8 - Application of statistical and related methodology for new technology and product development
• Drafting Committee: ISO/TC 69/SC 8/WG 2 - Transformation
• Current Stage: 9093 - International Standard confirmed
• Completion Date: 25-Aug-2022

Standards Content (Sample)

INTERNATIONAL ISO
STANDARD 16355-5
First edition
2017-02
Applications of statistical and related
methods to new technology and
product development process —
Part 5:
Solution strategy
Application des méthodes statistiques et des méthodes liées aux
nouvelles technologies et de développement de produit —
Partie 5: Stratégie de solution
Reference number
ISO 16355-5:2017(E)
©
ISO 2017

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ISO 16355-5:2017(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2017, Published in Switzerland
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
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ISO 16355-5:2017(E)

Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Management summary . 1
4.1 Basic concepts of QFD . 1
4.2 Evolving classical QFD into modern QFD . 2
4.2.1 General. 2
4.2.2 Classical QFD . 2
4.2.3 Comprehensive QFD . 2
4.2.4 Matrix of matrices . 3
®
4.2.5 Modern Blitz QFD . 3
4.2.6 German QFD Institute model . 3
5 Integration of QFD and product development methods . 4
5.1 QFD support for product development methods . 4
5.2 Flow of solution development with QFD . 4
5.2.1 Organization of the QFD flow . 4
5.2.2 Flow charts of strategy and translation of VOC into engineering solutions
and cost planning . 4
6 Types of QFD projects . 4
7 QFD team membership . 4
7.1 QFD uses cross-functional teams . 4
7.2 Core team membership . 4
7.3 Subject matter experts . 4
7.4 QFD team leadership . 5
8 Seven management and planning tools . 5
9 Translation of one information set into another . 5
9.1 General . 5
9.2 Maximum value table . 6
9.2.1 General. 6
9.2.2 Effect-to-cause diagram . 6
9.2.3 Steps to make a maximum value table . 7
9.2.4 Modern QFD .10
9.3 L-matrices .10
9.3.1 General.10
9.3.2 Entering information into L-matrices .11
9.3.3 Determining effect-to-cause relationships in a QFD L-matrix.11
9.3.4 Linking matrices.11
9.3.5 Comprehensive QFD .12
9.3.6 House of quality .12
9.3.7 Knowledge management .17
10 Transfer of prioritization and quantification from one information set into another .17
10.1 General .17
10.2 Transfer of prioritization .18
10.2.1 Quantify strength of relationships in the matrix .18
10.2.2 Weight the rows .19
10.2.3 Calculate the column weights .20
10.2.4 Distribution methods .21
10.3 Transfer of quantification .24
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10.3.1 General.24
10.3.2 Quantify row information .24
10.3.3 Use relationship weights to connect row quantification to
column quantification .25
10.3.4 Quantify column information .25
10.4 Transferring deployment sets by dimensions and levels .37
10.4.1 Deployment sets .37
10.4.2 Quality deployment .39
10.4.3 Technology deployment .44
10.4.4 Cost deployment .64
10.4.5 Reliability deployment.67
10.4.6 Lifestyle and emotional quality deployment .79
10.5 Transferring deployment sets by levels .79
10.5.1 General.79
10.5.2 Function deployment .79
10.5.3 New concept engineering and deployment .79
10.5.4 Parts deployment .79
10.5.5 Manufacturing and process deployments .79
10.5.6 Project work or task management .80
11 Design optimization .80
Annex A (informative) Theory of Inventive Problem Solving (TRIZ) .81
Annex B (informative) Cross-reference between ISO 16355 and JIS Q 9025:2003(e) .99
Bibliography .123
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ISO 16355-5:2017(E)

Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/ patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity assessment,
as well as information about ISO’s adherence to the World Trade Organization (WTO) principles in the
Technical Barriers to Trade (TBT) see the following URL: www . i so .org/ iso/ foreword .html.
This document was prepared by Technical Committee ISO/TC 69, Applications of statistical methods,
Subcommittee SC 8, Application of statistical and related methodology for new technology and product
development.
A list of all parts in the ISO 16355 series can be found on the ISO website.
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ISO 16355-5:2017(E)

Introduction
Quality Function Deployment (QFD) is a method to ensure customer or stakeholder satisfaction and
value with new and existing products by designing in, from different levels and different perspectives,
the requirements that are most important to the customer or stakeholder. These requirements can be
well understood through the use of quantitative and non-quantitative tools and methods to improve
confidence of the design and development phases that they are working on the right things. In addition
to satisfaction with the product, QFD improves the process by which new products are developed.
Reported results of using QFD include improved customer satisfaction with products at time of launch,
improved cross-functional communication, systematic and traceable design decisions, efficient use of
resources, reduced rework, reduced time-to-market, lower life cycle cost, improved reputation of the
organization among its customers or stakeholders.
This document demonstrates the dynamic nature of a customer-driven approach. Since its inception
in 1966, QFD has broadened and deepened its methods and tools to respond to the changing business
conditions of QFD users, their management, their customers, and their products. Those who have used
older QFD models can find these improvements make QFD easier and faster to use. The methods and
tools shown and referenced in the standard represent decades of improvements to QFD; the list is
neither exhaustive nor exclusive. Users can consider the applicable methods and tools as suggestions,
not requirements.
This document is descriptive and discusses current best practice, it is not prescriptive by requiring
specific tools and methods.
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INTERNATIONAL STANDARD ISO 16355-5:2017(E)
Applications of statistical and related methods to new
technology and product development process —
Part 5:
Solution strategy
1 Scope
This document describes the process of developing a solution strategy for new products. Since
organizations can address their new product development process by a customer-driven or a technology-
driven set of solutions, this document explains both alternatives. It provides recommendations on the
use of the applicable tools and methods, offering guidance on translating the voice of the customer
(VOC) and voice of the stakeholder (VOS) into product, service, information, and process attributes,
transferring the priorities of the customer and stakeholder needs into priorities for these attributes,
and then developing technology, cost, and reliability plans for attributes.
Users of this document include all organization functions necessary to ensure customer satisfaction,
including business planning, marketing, sales, research and development (R&D), engineering,
information technology (IT), manufacturing, procurement, quality, production, service, packaging and
logistics, support, testing, regulatory, and other phases in hardware, software, service, and system
organizations.
2 Normative references
The following documents are referred to in text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 16355-1:2015, Applications of statistical and related methods to new technology and product
development process
3 Terms and definitions
For the purpose of this document, the terms and definitions given in ISO 16355-1 apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— IEC Electropedia: available at http:// www .electropedia .org/
— ISO Online browsing platform: available at http:// www .iso .org/ obp
4 Management summary
4.1 Basic concepts of QFD
The basic concepts of QFD are referenced in ISO 16355-1:2015, Clause 4.
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4.2 Evolving classical QFD into modern QFD
4.2.1 General
[3]
QFD was first systematized in Japan in 1966 for applications in the automotive industry. As new
industries and applications emerged, the method, tools, and flow of information evolved to address the
unique factors of each company. In recent years, the methods in 4.2.2 to 4.2.6 are most commonly used.
4.2.2 Classical QFD
Automotive component suppliers created a simplified flow that translated original equipment
manufacturer (OEM) specifications into component specifications and process requirements using a
series of four matrices, as follows:
a) customer requirements into product requirements;
b) product requirements into component requirements;
c) component requirements into manufacturing requirements;
d) manufacturing requirements into process requirements.
[16]
NOTE 1 Classical QFD is also called 4-phase QFD because of the four matrices used. These four matrices
are highlighted in yellow in Figure 3.
NOTE 2 The 4-phase QFD charts in this document and ISO/TR 16355-8 use improved mathematics and tighter
definitions to guide the user, resulting in faster implementation and more confident results.
4.2.3 Comprehensive QFD
The 4-phase QFD was readily adopted around the world for its simplicity and easy implementation. As
QFD gained popularity, other industries, including finished goods, services, software and information
systems, and processes struggled to make it fit their products and business models. This led adding
more tools and flows to create a more comprehensive approach. Comprehensive QFD ensures the
quality of new products by including market research to understand customer needs as referred to
in ISO 16355-2 and ISO 16355-4, translating customer needs into design quality targets, and then
deploying to innovation, cost, and reliability phases. It enables greater flexibility in application to a broad
variety of industries including aerospace, architecture, construction, electronics, materials processing,
[1][24]
services, and software. The many tools and information flows enable the user to select which ones
are applicable to their project. In Figure 3, the vertical deployments are quality, technology, cost, and
reliability. The horizontal deployments are customer, product, function, components, and build. The
purpose of this document and ISO/TR 16355-8 is to guide users in harnessing the full capabilities of
comprehensive QFD.
4.2.3.1 Quality deployment
10.4.2 describes how product-independent customer needs are translated into functional requirements
of the product, service, process, or information technology. Additionally, customer priorities and
satisfaction targets are transferred into functional requirement priorities and performance targets,
independent of the enabling technology. This technology independence allows for greater freedom
of design in technology deployment. Functional requirements are then deployed to components,
processes, and quality assurance.
4.2.3.2 Technology deployment
Either in response to unachievable product function and performance, or in engineering-driven
innovation, technology deployment matches systems and subsystems to assess how well they achieve
the prioritized functions and performance targets. This can trigger additional innovation efforts,
refinement of technology concepts regarding user experience and interface, redirection of technologies
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ISO 16355-5:2017(E)

to more appropriate markets and customers, and establish criteria for technology assessment and
selection, including costs. This is detailed in 10.4.3.
4.2.3.3 Cost deployment
As technologies are explored, the costs to develop and produce them must align with market price and
business financial requirements such as revenues and profits. Selling price targets drive product cost
targets which flow down to system, subsystem, component, and build cost targets. This flow down is
managed through the tables and matrices in cost deployment. Since costs are absolute and not relative,
the calculations in cost deployment matrices are more precise and are detailed in 10.4.4.
4.2.3.4 Reliability deployment
New technology increases risks related to many unknowns in actual customer usage, interactions with
other systems provided by other suppliers, new materials, new software, and others. Risk of unknown
failures can be, to some degree, forecasted based on known failures. Reliability deployment is detailed
in 10.4.5.
NOTE 1 The comprehensive QFD charts in this document use improved mathematics and tighter definitions to
guide the user, resulting in faster implementation and more confident results.
NOTE 2 Additional tools and methods have been added to comprehensive QFD such as strategic planning
and market segmentation (referred to in ISO 16355-2), voice of customer translation into customer needs and
improved mathematics (referred to in ISO 16355-4), and innovation and costing methods referred to in this
document in 10.4.3.4 and 10.4.4, respectively.
NOTE 3 According to the scope of the project, a subset of these deployments and their associated tools can
be required. Management awareness that such deployments exist helps improve their directives to product
development teams, monitor their process, in order to increase their confidence in the results.
4.2.4 Matrix of matrices
A version of the comprehensive QFD models was developed to make the matrices easier to follow
[28]
thought a systematic re-drawing of the information flows. It is called the matrix of matrices and
displays the charts independent of each other. It is referenced in the standard when applicable.
1)
®
4.2.5 Modern Blitz QFD
As modern businesses work to improve efficiency in a highly competitive global marketplace, the need
for speed in new product development has emerged as an important constraint on QFD. The resources
and time required for the classical and comprehensive approaches is not always feasible, and so a faster
®
approach was developed by the U.S. QFD Institute called Blitz QFD as shown in Figure 2. The idea is to
get the benefits of comprehensive QFD more quickly by focusing on only a small number of the highest
priority customer needs. The emphasis on high priority customer needs requires additional analyses to
ensure greater confidence in the prioritization process. Identifying high priority customers, semantic
analysis, and situation analysis is explained in ISO 16355-2. Identifying high priority customer needs is
explained in ISO 16355-4. Detailed design work is explained here in 9.2.
4.2.6 German QFD Institute model
This model includes several of the tools for market research, innovation, cost reduction, and reliability
in the updated comprehensive QFD added to the classical 4-phase QFD. Many users find this a middle
[19]
way through the other models.
®
1) Blitz QFD is an example of a suitable product available commercially. This information is given for the
convenience of users of this document and does not constitute an endorsement by ISO of this product.
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ISO 16355-5:2017(E)

5 Integration of QFD and product development methods
5.1 QFD support for product development methods
QFD support for product development methods is referenced in ISO 16355-1:2015, 5.1.
5.2 Flow of solution development with QFD
5.2.1 Organization of the QFD flow
The flow of QFD methods and tools can vary according to the organization and project requirements.
Typically, they begin with broad concerns and through prioritization flow down to specifics. Figure 3
shows the flow of product development from quality to technology to cost to reliability deployments.
5.2.2 Flow charts of strategy and translation of VOC into engineering solutions and cost
planning
The detailed flow charts are presented in Figure 2 and Figure 3. These flow charts represent how the
various tools in this document link together as a standard operating procedure that can be applied to
individual projects. Not all tools are required on all projects. Custom tailoring of appropriate tools and
sequence are recommended.
6 Types of QFD projects
QFD projects can encompass new developments as well as generational improvements to existing
products. The types of QFD projects are referenced in ISO 16355-1:2015, Clause 6 and ISO 16355-4:2017,
Clause 6, notes.
NOTE QFD tools and sequence have evolved since the first studies in the 1960s in the automobile parts
industry that used simple diagrams and matrices to identify design elements and downstream manufacturing
details. When end-user products, non-manufactured products such as service and software, and business
processes began using QFD, additional tools were added to address human tasks, information, and other
complexities (see Figure 3). In more recent years, organizational resource constraints have led to a quicker
approach that addresses both complexity and speed (see Figure 2). It is consistent with quality methods in
general and with customer-driven methods like QFD in particular that the methods and tools evolve and adapt to
the ever-changing business environment o
...