Integrating QFD and FMEA for Customer Satisfaction A Case Study in Automotive Industry

Abstract

The objectives of this research are to study and to design an engineering instrument that can identify the real needs of customers and appropriate responsive activities of an industrial plant with the integration of QFD (Quality Function Deployment) and FMEA (Failure Mode and Effects Analysis), by focusing on application of research and development process in the automotive industry.

The study results and the experimental model application with the normal process of the plant in the case study indicated that the model was able to identify and link the relationship between the real needs of customers and factors affecting the process in the form of points that can be ordered and classified to determine which factors having the highest impacts on the process.It was also found that the results of the implementation of the project at the plant in the case study enabled an increase of efficiency in solving problems through the factors identified as having impacts. In addition, the time spent in the process could be reduced from 100 % down to 50%, together with reduction of the operational cost from 100% down to 45% per month.