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Quality Function Deployment
(QFD)
The Voice of the Customer
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.
2. QFD uses planning matrices -- each called
“The House of Quality”.
1.
Benefits Of QFD
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Customer Driven
Reduces Implementation Time
Promotes Teamwork
Provides Documentation
Customer Driven
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Creates Focus On Customer Requirements
Uses Competitive Information Effectively
Prioritizes Resources
Identifies Items That Can Be Acted On
Structures Resident Experience/Information
Reduces Implementation Time
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Decreases Midstream Design Change
Limits Post Introduction Problems
Avoids Future Development Redundancies
Identifies Future Application Opportunities
Surfaces Missing Assumptions
Promotes Teamwork
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Based On Consensus
Creates Communication At Interfaces
Identifies Actions At Interfaces
Creates Global View-Out Of Details
Voice of the Designer
Voice of the Customer
x = Design Trade-offs
Benchmarking
Reverse Engineering
Deploying the VOC
Technical
Requirements
Customer
Requirements
Product
Requirements
Technical
Requirements
Process
Requirements
Product
Requirements
Control
Requirements
Process
Requirements
Provides Documentation
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Documents Rationale For Design
Is Easy To Assimilate
Adds Structure To The Information
Adapts To Changes (Living Document)
Provides Framework For Sensitivity
Analysis
House Of Quality
Interrelationship
between
Technical Descriptors
Relationship between
Requirements and
Descriptors
Prioritized Technical
Descriptors
Prioritized
Customer
Requirements
Customer
Requirements
(Voice of the
Customer)
Technical Descriptors
(Voice of the organization)
The Objectives of QFD
1. Determine the voice of the
customer.
2. Examine the company’s response to
this voice.
QFD Summary
• Orderly Way Of Obtaining Information &
Presenting It
• Shorter Product Development Cycle
• Considerably Reduced Start-Up Costs
• Fewer Engineering Changes
• Reduced Chance Of Oversights During Design
Process
• Environment Of Teamwork
• Consensus Decisions
• Preserves Everything In Writing