QFD HOUSE OF QUALITY (HOQ)

1. INTRODUCTION

Nowadays in extreme competition between global market, company involved in
the industry need to be more proactive and more responsive towards the competitor
environment so that they will have the ability or willingness to offer high quality products
depending to various customer demands. Consequently, the company must be able to
enhance their quality of products or services by improving their internal quality so that it
will suit better to the external customer satisfaction .

Most of growing firm or company all the time obtain information and data in order
to enhance its development processes. Before development of a new product,
engineers are the one whose responsible to examined the performance record for the
present product. The company main concern are to compare their product with their
rivals product so that they can obtain customer satisfaction information for further
improvement of quality. However, the information can only be regarded as incomplete
information since it does not give a true picture on customer feedback. It also often
observed as individual data as it not udergo any comparison to other information that
possibly will support or against it (Baba et al., 2009).

In contrast, Quality Function Deployment (QFD) approach make use of a matrix
concept to highlight any issues which are important to the development process which
also aims to improve Total Quality Management of the company. The method that most
widely used form of this matrix approaches is the House of Quality. It highlights
customer demands or requirements which based on benchmarking data and marketing
research and which in turn will introduce engineering targets to be achieved when
designing a new product. It is the most important element that triggers the whole QFD
approach. It is also act as conceptual map to provides the ways for effective planning
and communication which highly related to improvement of total quality management
(Jennifer et al., 2000).