Quality Function Deployment (QFD)

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Quality Function Deployment(QFD)

• The Voice of the Customer

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QFD in 15 minutes

• History
• The House of Quality
• The Voice of the Customer (VOC)
• Deploying the VOC
• Personal Use

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What is QFD?

• Quality Function Deployment is a design planning
  process driven by customer requirements.
• QFD deploys The Voice of the Customer
  throughout the organization.
• QFD uses planning matrices -- each called The
  House of Quality.

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x Design Trade-offs
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Deploying the VOC
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QFD - ASQ Meeting
Wine in a box Screw top bottle Special dietary needs Desserts on table
2 wine
Dessert before dinner


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QFD - Audits
Mutual Scheduling Good Checklist Make allowances Prioritize findings Keep a sense of proportion Good format Gives suggestions Objective Evidence Solicit Feedback
Dont waste my time
Dont nitpick
Give me a useful Report
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The Objectives of QFD

1. Determine the voice of the customer.
2. Examine the companys response to this voice.