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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.