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 Designer

Voice of the Customer

x = Design Trade-offs
Benchmarking
Reverse Engineering
 Deploying the VOC
Technical
Requirements
Requirements
Customer

Product
Requirements
Requirements
Technical

Process
Requirements
Requirements
Product

Control
Requirements

Requirements
Process
 Desserts on table
QFD - ASQ Meeting

Special dietary needs

Screw top bottle
Wine in a box

“Dessert before
“$2 wine”

dinner”
 Solicit Feedback
Objective Evidence
Gives suggestions
Good format
Keep a sense of
proportion
Prioritize findings
Make allowances
Good Checklist
Mutual Scheduling
QFD - Audits

“Give me a useful
“Don’t waste my

“Don’t nitpick”

Report”
time”
The Objectives of QFD

1. Determine the voice of the

customer.
2. Examine the company’s response to
this voice.
Coming Attractions

Next Month ---

α and β error

“Know your risks”