Quality Function Deployment (QFD) is a structured approach that helps organizations translate customer needs and requirements into specific product or service features. It facilitates the alignment of customer expectations with technical specifications, ensuring that the final product/service meets customer satisfaction.
Here's how QFD works:
* Gathering Customer Requirements: The quality manager assembles a cross-functional team, including
* representatives from sales, marketing, engineering, customer support, finance, and human resources.
The team collects customer requirements, preferences, and expectations related to the new service.
* Creating a House of Quality (HOQ): The team constructs a matrix known as the House of Quality. This matrix links customer requirements (often expressed as "whats") with technical features (often expressed as "hows"). The HOQ provides a visual representation of the relationships between these elements.
* Prioritizing Requirements: The team assigns relative importance or weights to each customer requirement. These weights reflect the significance of meeting specific needs. The goal is to prioritize features that have the most significant impact on customer satisfaction.
* Identifying Technical Requirements: Based on customer requirements, the team identifies technical features or specifications that will address those needs. These technical requirements are often derived from engineering, design, and other relevant expertise.
* Interpreting Relationships: The team evaluates the relationships between customer requirements and technical features. For example, if a customer desires faster response time, the team may identify features such as optimized server performance, efficient algorithms, or streamlined processes.
* Deploying Information: The QFD process ensures that information flows across departments. Sales and marketing communicate customer needs to engineering, while engineering provides technical insights to other functions. This collaboration ensures alignment and prevents misinterpretations.
* Continuous Improvement: QFD is not a one-time activity. It supports continuous improvement by allowing teams to revisit and refine the matrix as they learn more about customer preferences and technical capabilities.
In summary, QFD enables organizations to create a bridge between customer expectations and technical specifications, resulting in a better-designed product or service that meets customer needs effectively1.
References: 1: ASQ Certified Manager of Quality/Organizational Excellence