quality function deployment (qfd) the voice of the customer

Quality Function Deployment(QFD)

The Voice of the Customer

QFD in 15 minutes

• History

• The House of Quality

• The Voice of the Customer (VOC)

• Deploying the VOC

• Personal Use

What is QFD?

Quality Function Deployment is a design planning process driven by customer requirements.

1. QFD deploys “The Voice of the Customer” throughout the organization.

2. QFD uses planning matrices -- each called “The House of Quality”.

Voice of the Customer

Voice of the Designer

x = Design Trade-offs

Benchmarking

Reverse Engineering

Deploying the VOC

TechnicalRequirements

CustomerRequirements

ProductRequirements

TechnicalRequirements

ProcessRequirements

ProductRequirements

ControlRequirements

ProcessRequirements

QFD - ASQ Meeting

Win

e in a b

ox

Screw

top b

ottle

Sp

ecial dietary n

eeds

Desserts on

table

“$2 wine”

“Dessert before dinner”

QFD - Audits

Mu

tual S

ched

ulin

g

Good

Ch

ecklist

Mak

e allowan

ces

Prioritize fin

din

gs

Keep

a sense of

prop

ortion

Good

format

Gives su

ggestions

Ob

jective Evid

ence

Solicit F

eedb

ack

“Don’t waste my time”

“Don’t nitpick”

“Give me a useful Report”

The Objectives of QFD

1. Determine the voice of the customer.

2. Examine the company’s response to this voice.