QFD and Administrative Knowledge Management

Transcription

1 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 1 of 12 QFD and Administrative Knowledge Management Prof. Yoji Akao & Kei Inayoshi, Faculty of Management Studies, Asahi University, Japan yakao@jcom.home.ne.jp, Re-published with the courtesy of the: 9-ISQFD 2003,Dec.12-13,Orlando,USA ABSTRACT TQM has been widely applied to administrative divisions. We will discuss in this report about an approach in Quality Function Deployment (QFD) on handling administrative issues from a standpoint of knowledge management. We shall discuss an approach by QFD to handle administrative issues in consumer orientation from the viewpoint of knowledge management. A method of establishing administrative quality targets is proposed by grasping actual and potential demands and needs of citizens which are tacit knowledge and utilizing quality table by preponderant orientation. To achieve this, enhancement of quality of administrative works to secure quality of output by administration is desirable. Quality deployment to actualize people s needs is applied to the former, and work function deployment which actualizes it is applied to the latter. Keywords: QFD, Administration, Knowledge Management, TQM 1.0 Introduction Since Japanese TQC was re-transferred in the 1980s, TQM has spread widely in non-manufacturing divisions in the USA. Recently, it appears that TQM is applied even also to administrative divisions. We will discuss in this report about an approach in Quality Function Deployment (QFD) on handling administrative issues from a standpoint of knowledge management. In other words, we will apply techniques of new product development and their methods of thinking from the standpoint of consumer orientation in the field of administration. As manufacturing industry was converted from producer-orientated to consumer-orientated, administration needs to be changed from one for politicians to one for citizens (customers). How to grasp citizens actual and potential demand and needs will certainly become necessary. However, because citizens demand is unlimited, preponderant orientation will become necessary. Accordingly, under the harmony (of quality, quantity and cost) with economy, citizen orientation is required from the medium- and long-term view, and not just by meeting their short-term requirements. To achieve this, it is necessary to establish concrete administrative quality targets, for which the quality tables of QFD will be used. Enhancement of quality of administrative output and quality of administrative works to secure these is desirable to achieve these targets. Quality Deployment; QD to grasp citizens needs correctly will be applied to the former, while Work Function Deployment to actualize this will be applied to the latter. The general term of these is so-called Quality Function Deployment; QFD in a wide sense [1-7]. Professor Ikujiro Nonaka et al. had provided logical bases [8] for development of new products where tacit knowledge has been made to be explicit knowledge in knowledge management through socialization and externalization, and furthermore, new knowledge is created through combination and internalization. The concept of tacit knowledge and explicit knowledge is a new idea, but Akao et al. separately proposed QFD for 35 years, which has already been widely used not only in Japan but also in the USA as a concrete method of developing new products.

2 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 2 of 12 Developers Grouping Tacit Knowledge Socialization Tacit Knowledge Externalization Required Items Enumeration Scenes Deployment Source Data Collection Brainstorming Required Quality (customers) Quality Element (technology) Required Quality Deployment Table Quality Element Deployment Table KJ like Method Explicit Knowledge Creation of New Knowledge Creation of Tacit Knowledge Unknown Technology Combine Quality Table Solved Knowledge Formation Unsolved Design Quality Technical Discussion Idea Q&A R.D. Internalization Bottleneck Technology Explicit Knowledge Combination Concept Setting Quality of planning Fig. 1: SEC1 Model and QFD, Conversion from Tacit Knowledge to Explicit Knowledge It has been clarified that, when QFD is explained, explanation of processes to the design quality establishment can be made very clearly in accordance with the SEC1 Model shown in Figure 1, which is the core of Mr. Nonaka s Theory. We have already announced the contents of general manufacturing industry at the 7 th -ICIT (International Conference on ISO9000 and TQM)[9] and the contents [10] of Health Care at the 8 th -ISQFD respectively. We will approach this as administrative knowledge management this time. 2.0 Socialization : Conversion from tacit knowledge to tacit knowledge Table 1 Conversion from Primitive Data to Demand Quality (Scene Deployment) Contents of Dream Convenient It takes a long time to visit the Prefectural Office from the region on the prefectural boundary Scene who where when what why User of the Prefectural Office Prefectural Office Means of transportation in the Have an errand to do When the time of attending the office Preparation of contact networks Use of the Prefectural Office Requirements Items Difficult to visit the Prefecture Office Substantiation of road networks Substantiation of means of transportation Smoothness of transportation Demanded Quality Location is appropriate Easy to use Easy to attend the office Easy to commute to the school Possible to travel comfortably The network of the city is good Difficult for you to get lost on that road The means of transportation is many Easy to use transportation Possible to use trains effectively The trams are easy to use Traffic conditions are always stable Little congestion It is possible to travel the road smoothly Get to easy about traffic information Traffic accidents are unlikely to occur There are many trains in service Easy to use the station

3 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 3 of 12 From the viewpoint of customer orientation, it is important to collect and research information from citizens first to reflect them in administrative policies, and utilize them for future improvement. However, requirements from each citizen vary and it is actually in the tacit state. You collect information from primitive information [3], which is what customers express customers demand quality in their own words. Furthermore, you will draw potential demand [4] in the Scene Deployment Method of Mr. Oofuji and Mr. Ono. Here, as an example, we will discuss the method of one of the data from convenient among the dream contents in respect of the measures to actualize dreams [11] proposed by people in the Gifu Prefecture as a primitive data. (1) Collection of primitive data When you collect primitive data, you should record data of gender and age, etc. as the information resource beforehand. Here, for example, as a primitive data, we will discuss about the case of We would like preparations in the Prefectural boundary area to be made for a contact network of roads, etc. by which it takes a long time to visit the Prefectural Office. (2) Scene deployment You assume a scene of each primitive data from the standpoint of 5W1H (What, Where, When, Who, How, and Why). You assume a scene where a user of the Prefectural Office demands for preparations of a contact network because of to the Prefectural Office and the difficulty of going to the Prefectural Office. (3) Abstracting requirements Use of the Prefectural Office, substantiation of a contact network, substantiation of means of transportation, etc. are abstracted from the above scenes, while from the means of transportation within the Prefecture, and at the time of attending the office, Smoothness of means of transportation, etc. can be abstracted as a demand item. However, the above items are enumerative, and not arranged. They are in the tacit state. 3.0 Externalization : Conversion from tacit knowledge to explicit knowledge 3.1 Externalization (1) : Externalization of customers words Abstracting demand quality The preceding requirements are not only demands for quality but also those for delivery dates, costs, etc. You abstract requirements like memos without being sticky about quality too much from the beginning. Allowing for that, you abstract demand quality as language expressions of customers. You will be able to abstract, as demand quality, It is easy to use the Prefectural Office from the requirement, i.e. use of the Prefectural Office, and similarly It is easy to attend the office, It is possible to attend the office comfortably, etc., etc. from substantiation of a road network, a lot of means of transportation, etc., etc. from substantiation of means of transportation, and little congestion from smoothness of means of transportation respectively. In this way, it is possible to abstract a greater number of potential demand qualities than citizens are thinking. This means that you need to put a priority order by researching the of importance without taking up all the requirements Preparation of demand quality development table : conversion to explicit knowledge Demand qualities sought by the above method are in a separate state and cannot form explicit knowledge as they are. You therefore need to group them in KJ like method [Note 1]. In the progress of this classification, they will be arranged for the first, second, third time and so on, and will be collated in the demand quality deployment table which has the phase structure shown in Figure 2. In the steps of (1) to (2), customer information is still separate and therefore tacit knowledge. Only when they are collated in the demand quality deployment table, what information is useful will be clarified.

4 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 4 of 12 Good prefecture Preffectural office is good Traffic is convenient The location of the Prefectural Office is The size is appropriate There is a branch Trains are convenient There are a lot of means of The stations are easy to use 1st 2nd 3rd 4th Preffectural office is good The location of the Prefectural Office is appropriate The size is appropriate There is a branch Trains are easy to use Prefecuture is good Traffic is convenient Traffic information is easy to know Trains are convenient There are a lot of means of transportation The stations are easy to use The network is good Easy to connect with the network There are a number of trains Fig. 2: Preparation of Demand Quality Deployment Table by the Grouping in the KJ like Method. (1) Establishment of planning quality We have discussed a method of grouping primitive information into demand qualities. Please therefore utilize it for research of voices or requests from citizens. Because administration has library services, we will explain below an example of the library researched by Inayoshi [12], [13] at this university. Please apply this to actual administrative services. Regarding demand quality which has been externalized to become explicit knowledge, you establish planning qualities that satisfy citizens and are superior to other public facilities. To do so, it is necessary to research the of interest (the of importance) of customers. Research methods include the method of questionnaires or AHP method (Analytic Hierarchy Process) [14], but 5 phase evaluation values are shown here. This focuses upon what has a high of importance, and at the same time, carries out comparison between the library of this university and those of other universities, and examines which quality should be enhanced as a strategy. Establishment of planning quality is carried out as shown in the right hand column in Table 2. For example, the of importance of the PC in the library is relatively high (at 5.8%) in demand quality and the level of this university is 2, which means that it is inferior to those of libraries of other universities. Accordingly, improvement from 2 to 4 was aimed for as planning quality in order to differentiate from other libraries. As the rate of an increase in the level is 2.0, technical improvement shall be made preponderantly. Furthermore, the of sufficiency of demand quality, i.e. there are specialty, which is the secondary item of there is sought information, is 3, which is about the same level as that of other libraries. However, the of importance is the highest value (at 8.5%). We have therefore decided to level it up by 1.33 times from 3 to 4 and strengthen PR activities for this item. (2) Preponderant orientation in development The importance of the developer s viewpoint (generally companies) is different from the of importance seen from the customers (users). Even if customers think that a certain thing is the most important, it is not an important point for development from the standpoint of the library concerned, where it is already the highest level and superior to other libraries. The method shown in [Note 2] that is used in QFD in general is used as the of importance which includes the intention of the aforementioned library. The library will therefore carry out preponderant orientation towards items whose weight is high (10.8%) such as in-library PCs are easy to use.

5 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 5 of Externalization (2): Externalization of words of techniques (1) Abstracting quality characteristics Characterization of quality is required to technically clarify customer demand that is tacit knowledge. Quality characteristics are yardsticks to evaluate quality, but it is difficult to carry out quality characterization easily. We therefore use elements that can be yardsticks to evaluate quality as quality elements, which are words that look like quality characteristics. Table 2 Establishment of Planning Quality T h e re is s ou gh t in fo rm ation Ⅰ n - lib ra ry fa c ilitie s a re go od Q u a lit y d e s ign Quality Element Dept. 1 Adaptability of information Quality Chart X Y Z L ib ra ry m a te ria ls su b s tan tia tion d e g re e 2.6 books/man 2.7 books/man 2.6 books/man N o n - lib ra ry m a te ria ls su b s tan tia tion d e g re e Ⅰ n fo rm a tio n a c tu a lity d e gre e Ⅰn-library facility substantiation Degree of comfort of in - lib ra ry liv in g c on d ition s Support facility su b s tan tia tion d e g re e B o ok e n v iron m e n t su b s tan tia tion d e g re e L e a rn in g e n v iron m e n t su b s tan tia tion d e g re e 500title title title 2 2 R e s e a rc h e n v iron m e n t su b s tan tia tion d e g re e Librarians support Suitability of book d istrib u tio n d u tie s Attitude of dealing w ith u s e rs Accuracy of dealing w ith re fe re n c e Quality planning Comparative analysis Other libraries Demanded Quality Dept. 1 2 There is sought 0.03 information Materials are the most 0.05 up-to-date Past ar good There are many specialty There are various kinds of Good atmosphere Ⅰn-library PCs are easy 0.06 to use Necessary software can 0.03 be used Ⅰt is possible to have a 0.03 rest Ask some question easy Demand quality importance Quality eiement importance Present value of Library 2.0 A(ones own libaries) books/man 500title 2 2 Comparison with other libraries 2 L ib ra r y A L ib ra r y Ⅹ L ib ra r y Y L ib ra r y Z P la n n in g q u a lit y L e v e l- u p r a tio S a l e s p o i n t A b so lu t e w e ig h t D e m a n d q u a lity w e ig h t Planning quality 5.0 books/man 700title 5 4 You will abstract quality elements from the preceding demand qualities with the use of the quality characteristics conversion sheet. As shown in Table 3, you will abstract quality elements such as the number of books in the specialty fields and the specialty substantiation from the tertiary item of demand quality, i.e. It is possible to peruse specialty, and the number of PCs, the number of PCs/Floor, etc. from there are a lot of PCs. It is difficult to measure the specialty substantiation, etc. immediately. However, you are not able to grasp true quality that customers are looking for without using such words. Table 3: Abstracting Quality Elements from Demand Quality Demand quality deployment table Abstracting quality element 2 3 Quality element Quality element Quality element Ⅰt is possible to peruse specialty Number of books in Specialty specialty fields substantiation There are sought books Number of learning books Number of kinds of Learning Learning books are substantial learning books substantiation General books are substantial Number of books General books substantiation Magazines are substantial Number of magazines Magazines substantiation Number of contracted titles Materials are the most Number of newspapers Newspaper substantiation Newspapers are substantial up-to-date held Full of latest information Number of newly Freshness of Materials freshness published books

6 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 6 of 12 (2) Preparation of quality element deployment table As shown in Figure 3, you will prepare a quality element deployment table by grouping quality elements and phasing them into the primary group, secondary group, and so on. Important technical information which used to be tacit knowledge can be externalized in this way. This is shown in the upper column in Table 2. Information adaptability Library adaptability Number of library Number of library Non-library Non-Library Number of non-library Number of non-library 1st 2nd 3rd 4th Number of library Library adaptability Number of library Non-library Prefecuture is good Non-Library adaptability Traffic information is easy to know Number of non-library Number of non-library The network is good Easy to connect with the network Trains are easy to use There are a number of trains Fig. 3: Preparation of Quality Element Deployment Table by Grouping in the KJ Method

7 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 7 of Combination : Conversion from explicit knowledge to explicit knowledge 4.1 Preparation of quality table The quality table shown in Table 2 is the combination of the demand quality deployment table and quality element deployment table. What is also important is that the quality table has an important role called from the customers world to the technical world, that is, a role to convert to a different world through a matrix. The demand quality deployment table represents the citizens world, that is, what has been abstracted from citizens demands, and the proper method is that this is presented from the citizens side. On the other hand, quality characteristics, i.e. the quality element deployment table is a technical world concerning administration. It is therefore difficult to actualize all the citizens demands, which vary. Accordingly, it is significant that the Prefecture which performs Prefectural administration examines in anticipation of the future on behalf of the citizens. In cases of product development, technicians tend to ignore customers whose technical knowledge is poor, and put emphasis on their own techniques. As a result, in some cases they are unable to satisfy customers. In administration, all the citizens living in that region are the subject. Their influence is therefore not small, and the way in which citizens demands under a hard-and-fast rule are handled creates a great dissatisfaction. Planning and design of administration should be made from the standpoint of market-in (orientation towards citizens viewpoint) in accordance with what is sought from the citizens and not from the standpoint of product out (orientation towards the administration s viewpoint). Whether planning should be accepted or not will be decided by citizens. Planning quality should therefore be decided from the demand quality deployment table. Classification of converting it into concrete technical words and deciding realizable design quality from the quality element deployment table is important. 4.2 Conversion of the of importance For the conversion of the of importance of demand quality, the scores of 5,3 and 1 will be given to the marks,, О, and, which represent the corresponding strengths showing the stren gth of the relationship, and the independent mark distribution method shown in [Note 3] is used. As shown in Table 2, the corresponding strength will be multiplied by the demand quality weight in each line, and the total of the vertical columns for each quality element will be the of importance of the quality element. The of importance of the library substantiation is 1.38(5%), and preponderant orientation towards the items of the high of importance will be implemented. 5.0 Establishment of Design Quality The planning quality of In-library PCs are easy to use is 4. It is therefore necessary to raise the level from 2 by 2.00 times. The quality element which corresponds to this in the strength is the perusal environment substantiation, the learning environment substantiation, etc. and enhancement of these will be the focus. The Library A s present value of the demand quality, i.e. there are a lot of specialty, is 3 as other libraries, but the of importance of this is high at 0.035(0.085? ). Demand from students is strong. The level of 4 is therefore aimed for as planning quality. Where the corresponding relationship is traced to embody this, the library substantiation, and from the 2.0 books/(student), which is the present value of Library A in respect of the library substantiation as design quality to 5.0 books/(student) have been decided to be aimed for. (5) Internalization: Conversion from explicit knowledge to tacit knowledge - Towards creation of new knowledge 5.1 Listing up ideas After establishing design quality, you need to actualize it by technique. To do so requires concentration of flashes of ideas and conceptions, and a number of conceptual methods are proposed as its methodology. We used reviewed dendrogram (called RD hereinafter) as a tool with which we carry out internalization of the SECI model concretely. RD shown in Figure 4 is a superior method proposed by Nihon Hikoki, and has been used for the last 20 years [15].

8 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 8 of Preparing a design dendrogram by Qs and As. Firstly, you grope for ideas to achieve a designated design quality value per quality element such as the library substantiation (enhancement from 2.0 books per person to 5.0 books per person), the non-library substantiation (enhancement from 500 titles per annum to 700 titles per annum). In Figure 4, digitizing is proposed as an idea and How will it be done? is asked as a question. The answer was scanned using a scanner. Furthermore, to a question, Aren t librarians busy with their normal tasks?, the answer was We will examine whether student workers are acceptable or not. Then, a survey concerning employment of student workers was carried out. Quality element Design quality value Conception idea Design dendrogram Question Answer Question Answer Library substantiation Non-library substantiation 20books/person~ 50books/person 500~700 Digitizing How will it be done? Scanning using a scanner Arent librariants too busy with normal tasks? Whether students workers are acceptable or not will be examined Research of contractors existence is required To collect by a digital medium What is the concrete digital Examination is required to find out what are concrete digital media Regular and irregular publications in contract will OK beconverted to digital Doesn t it infringe the copyright? Research to find out To collect by a digital medium Can anybody use it? Shift to A/D is promoted for learning how to operate PCs OK Fig. 4: Reviewed Dendrogram (R.D.) 5.3 Abstracting bottleneck techniques Professor Yasushi Furukawa called the techniques that cannot be solved by prior techniques (bottle)neck techniques. He clarified this at an early stage of development and recommended to proceed with the development by putting emphasis on this. What is solved will be accumulated and utilized as technical or technical standards and as explicit knowledge. 5.4 Internalization and knowledge creation As the processes of Qs & As clarify, what is accumulated as explicit knowledge is nothing but the small part of the whole volume, and the most part is internalized as tacit knowledge. No design dendrogram is usually made as above and most of them are forgotten. However, by making an RD, utilization of a numberless ideas which have been internalized will lead to creation of tacit knowledge. Then, by intersecting with tacit knowledge from new customers, creation of new knowledge will be made. 6. Work function deployment Japanese Industrial Standards of QFD have recently been legislated [16]. This is evaluated as a major result of QFD. The prior QFD had been classified into quality deployment and QFD in a narrow sense, but the latter is now called work function deployment. This expression is therefore used in this paper. The majority of these standards correspond to so-called quality deployment, and do not refer to quality of works in depth. The authors et al. have always been defining work quality elements, and therefore discuss from this standpoint.

9 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 9 of 12 Quality in wide sense Quality=Fitness for use Network of qualliffh Quality Deployment Quality in a narrow sen ty of products Quality for products thems Quality of work Activities to secure quality of products Plannning, Design, Purchase, Production, etc Quality of each activity Approach Practical work function deployment Network of qualityie Fig. 5: Networks of Qualities and Qualities of Works As shown in Figure 5, Quality function deployment QFD is assumed to consist of quality deployment, which is a network of qualities of products themselves, and work function deployment QFD, which is a network of qualities of works. ISO9000 before 1994 belongs to the latter category, but the interest in it was not high. To operate a library Wrok Function 1 2 To secure operational resources To secure a budget To manage human resources To secure facilities To draw up operational plans To implement operational plans To manage the implementation of Table 4: Work Quality Elements Pursuit of work objectives To secure a suitable budget To secure a budget suitably To manage suitable human resources To manage human resources suitably To secure sound facilities To secure facilities soundly To carry out suitable operation To carry out operation suitably To implement efficient plans To draw up plans efficiently To manage accurate progresses To manage progresses accurately Work quality elements Suitability of the secured budget Suitability of securing a budget Suitability of managed human resources Suitability of managing human resources Authenticity of secured facilities Authenticity of securing facilities Suitability of operation carried out Suitability of carrying out operation Efficiency of implemented plans Efficiency of drawing up plans Accuracy of managed progresses Suitability of established book collection policy Quality element deployment table Work function deployment table 1 2 To secure To secure a budget operational To manage human resources resources To secure facilities To operate a To draw up operational plans library To implement operational plans To construct To manage planned implementation the collection To project the collection of books of books To decatalogue To present To know demanded purchased To operate 1 2 Library adaptability Non-library adaptability Adaptability of information Information freshness Past substantiation Specialty substantiation Adaptability of overseas information Transmitted information adaptabilithy Materials convenience

10 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 10 of 12 Katsuyoshi Ishihara [17] extended the VE method which clarifies product functions to work function, and the quality function deployment in a narrow sense by Shigeru Mizuno was born [1]. There are objectives for works, and whether it is a good work or not is judged by how it fits for a work objective. Oofuji et al. analyzed work functions and presented a method of seeking guarantee items by pursing work objectives [6]. We deem these very guarantee items to represent qualities of works which show whether the works are good or not, and defined these as work quality elements as elements that can be a yardstick to evaluate qualities of works [12]. This means that we apply the preceding elements that can be yardsticks to evaluate qualities to qualities of works as quality elements. Here, we show the preceding example of the library in table 4. Work function is analyzed, and work objectives are further pursued to abstract work quality elements. The right hand table shows a matrix of this and quality elements of output. In cases of administration, work function must be clarified first. You can only analyze works of each of your divisions. You cannot complete all these in a day. However, it may be possible to cover all administration, ideally if you carry out your thought of TQM by colligation by starting from the terminal. 7.0 Construction of quality system by networks of qualities In this paper, we introduced the SECI model by QFD on the basis of examples with centering on conversion from tacit knowledge to explicit knowledge. The new product development system by QFD consists of all processes from users demand as a starting point to product deployment, technical deployment, cost and reliability deployment. Please refer to literature [1] to [7] for additional information. Figure 6 shows this in brief. World of Customer Quality Table Weight Comparison others Quality of design Weight World of Technology Comparison others Quality of Planning demanded Q Price of Planning Price of design QDm Prposed by Prf. Mochimoto Ensure Profit! Pre-resolve Bottle-neck- engineering!! QD System Cost deployment Technical deployment Functional Mechanism Parts deployment deployment deployment Reliability deployment FTA FMEA QA before start- up!!! Process deployment *explanation of QD in QFD QA table QC process chart Fig. 6: Comprehensive Quality Deployment System Quality deployment is to establish design quality by quality table, and convey important points from the standpoint of

11 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 11 of 12 quality guarantee to the QC process table. Technical deployment is to make up quality as technique, and convey to the structure through function. Cost deployment is to establish planning prices and design prices in combination with quality planning, and carry out cost reduction. Furthermore, reliability deployment is to hold down negative breakdown, etc. The aim is to construct a quality system by a network of qualities and produce valuable products which satisfy customers. Quality control has been developed from total quality control, TQC, to TQM, because quality control is concerned with not only manufacturing but also all processes of planning, design, manufacturing, inspection, sales, etc. beginning with marketing. ISO has not been sufficiently mentioned in respect of concrete method to secure quality of new products. We have therefore made research to connect ISO with QFD [18] [20]. Management quality has been recently questioned, and quality of management has come to the fore. Because our research relating to this has been announced at the ICIT, we omit it here [21]. 8.0 Conclusion We consider that administration is for politicians at present, but it has to be reformed to become administration for citizens (customers). We have therefore discussed an approach by QFD to handle administrative issues in consumer orientation from the viewpoint of knowledge management. We discussed a method of establishing administrative quality targets by grasping actual and potential demands and needs of citizens which are tacit knowledge and utilizing quality table by preponderant orientation. To achieve this, enhancement of quality of administrative works to secure quality of output by administration is desirable. Quality deployment to actualize citizens needs is applied to the former, and work function deployment which actualizes it is applied to the latter. The above is an approach from the citizens viewpoint. Efforts from the administration are, however, necessary to be made to satisfy citizens from the standpoint of policy control and vision management by the administration in a medium- and long-term view under the harmony (quality, quantity and cost) with economy. [Note1] Firstly, you rewrite the items of demand quality into cards such as Post-It notes, etc. As shown in figure 2, you try to collect similar items. it is possible to use trains effectively, there are a lot of means of transportation, etc. are similar. You therefore group items whose contents are close. Further, where there is a card which integrates them, you will make it represent the group. Where there is no card, you make a card which represents them. For example, you will make It is easy to use means of transportation a representative card. This is called the affinity card among the new QC seven tools. You will also make a affinity card for the card group close to them, it is possible to travel comfortably, etc. You will also find a affinity card which integrates these further, i.e. convenient traffic. [Note 2] You give 1.5, 1.2 and 1.0 to importance, ordinary stateо, and blank respectively, and let (the evaluation score of the of importance) x (the ratio of the level-up) x (the valuation score of the sales point) the absolute weight, and the total of the resultant ratios the demand quality weight to which the intention of the developer s viewpoint is added. For example, in the case of In-library PCs are easy to use, it will be x 2.0 x1.5 = (10.8%), and in the case of there are specialty, it will be x 1.33 x 1.2 = (8.4%). Then, preponderant orientation towards high weighting items will be adopted. [Note 3] In the independent mark distribution method, as shown in Table 2, in the line of there are sought, if (5), Ο(3) and (1) are multiplied by 0.02 respectively, the answers will be 5 x 0.02 = 0.10, 3 x 0.02 = 0.06 and 1 x 0.02 = Then, other lines will be calculated in the same way. The of importance of the library substantiation is the total of the results of the vertical columns, i.e. ( ) = 1.38 (0.05).

12 12-ICIT: 9-11/4/07 in RoC Going for Gold ~ Tutorial on QFD Paper #: T-02 Page- 12 of 12 References [1] Mizuno,Shigeru and Akao,Yoji (ed.)(1978): Quality Function Deployment Approach to Company Wide Quality Control published by JUSE Publishing Co.; Mizuno,Shigeru, Akao,Yoji (ed.)(1994): QFD The Customer-Driven Approach to Quality Planning and Deployment Asian Productivity Organization. [2] Akao,Yoji (ed.)(1988): Practice of Quality Deployment Use for New Product Development, Japanese Standards Association; Yoji Akao (ed.)(1990): Quality Function Deployment Integrating Customer Requirement into Product Design, Productivity. [3] Akao,Yoji (1990): Introduction to Quality Deployment (Manual 1 for the Use of Quality Function Deployment, JUSE Publishing Co. [4] Oofuji, Tadashi, Ono, Mitchiteru, and Akao, Yoji (1990): Qulaity Deployment Method (1) - Preparation and Practice of Quality Table (Ditto (2)), Ditto. [5] Ditto (1994): Quality Deployment Method (2) Comprehensive Deployment including Techniques, Reliability and Costs (Ditto 3), Ditto. [6] Oofuji,Tadashi, Ono, Michiteru and Nagai, Kazushi (1997): QFD Guidebook Japan Standards Association. [7] Akao,Yoji (ed.),yoshizawa,tadashi & Sindo, Hiakazu (supervised) (1998) : Utilization of Practical QFD, JUSE Publishing Co. [8] Nonaka, I., Takeuchi, H.,(1995) The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation, Oxford University Press. [9] Akao, Y. (2002) QFD and Knowledge Management (keynote), Proceedings of 7 th International Conference on ISO9000 and TQM (ICIT), Melbourne, Australia. [10] Akao, Y. (2002) QFD and Knowledge Management on Health Cares Service (keynote), Proceedings of 8 th ISQFD. [11] Gifu Prefecture [12] Akao, Y., Inayashi, K., (1999) A Study of Service and Operational Quality-An Application of QFD in Library Services (Keynote), Proceedings of 5 th ISQFD. Brazil. 25 th August 1999 pp [13] Inayoshi, Kei, Akao, Yoji (2000) Concept Constraction in the Development Stage-An Application of QFD in the New Library-Plan- Bulletin No.2 of Graduate School of Business Administration, Asahi University, November pp pages [14] Tone, Kaoru (1986): Game Sense Intention Decision Method Introduction to AHP,JUSE Publishing Co. [15] Kobata,Akira, Oke, Morigo (1980): Concerning Reviewed Dengrogram System Systematic Deployment of Development Design Planning, Quality Control, Vol.31, Special extra number in November, pp [ 16] Japanese Industrial Standards Committee (2003) Performance improvement of management system-guidelines for quality function deployment (JIS Q 9025), Japanese Industrial Standard Association [17] Akao, Y. (2001) TQM Quality System by QFD based on ISO9000 (keynote), Paisley Scotland, UK 17 th -19 th April 2001, pp [18] Akao, Y. (2001) Quality Management System by QFD (keynote), Proceedings of 7 th ISQFD, Tokyo Japan. 23 rd October pp.1-6 [19] Takino,Masaru (2003) A Study of Management System included QFD by Comparison between ISO and TQM,Proceedings of 8 th International Conference on ISO9000 and TQM (ICIT), Montreal, 23 rd -25 th April [20] Akao, Y. (2003) Management Quality from a standpoint of QFD (keynote), Proceedings of 8 th International Conference on ISO9000 and TQM (ICIT), Montreal, 23 rd -25 th April Author s Background Prof. Yoji AKAO is the Professor at the Graduate School of Business Administration, Asahi University, Japan. Along with the late Dr. Shigeru Mizuno, Dr. Yoji Akao is the founder of QFD. As far back as the 1960s, he was exploring ways to apply powerful Japanese problem solving algorithms to designing products right the first time. Initially using a "fish bone" diagram, his more complex analyses led to a matrix to identify the design elements which would impact customer satisfaction the greatest. Dr. Akao is one of the few to receive the prestigious Deming Prize for Individuals as well as the Best on Quality Award from International Academy for Quality. He was also awarded the inaugural Distinguished Service Medal from the American Society for Quality. He is an author of many published articles and books, and is chairman of the International Council for QFD and the senior advisor to the QFD Institute. Two distinguished awards have been established in recent years in his honor. The Akao Prize is awarded to individuals around the world who have demonstrated Excellence in their practice and dissemination of QFD for many years. The Akao Scholarship for QFD rewards university students for excellence in their QFD study and research.