Delighting Customers with Quality Function Deployment: Voice of Customer meets Voice of Process

摘要

W. Edwards Deming is widely acknowledged as planting the seeds of statistical process quality control in Japan. The Japanese, as willing learners, carried forward his use of data-driven management into broader company-wide applications. One of these applications, Quality Function Deployment (QFD) begun in 1966,1 applies Deming's quality principles to the field of new product development. The goal of QFD is to uncover positive quality that will excite the customer, and then to assure the quality of all downstream activities in design, manufacturing, service, etc. This paper will explain some of the modern QFD tools with examples.