Quality Function Deployment (QFD)

How do you develop new services? Presented by XONITEK Corporation

Typical product development process... A company crisis prompts action… Angry customer Hot selling product/service from competitor Obsolescence Negative Reactionary Impacts Poor selling dud Hot selling, but defective Lots of development but no product/service Presented by XONITEK Corporation

Presented by XONITEK Corporation When should you use QFD? Incremental Innovation Making improvements to an existing service (Easy to gather customer needs) Operations Planning Matching a set of equipment/operators/IT resources to a set of product families/service offerings Human Resource Strategy Comparing current employee skillsets to the results of a strategic planning process Presented by XONITEK Corporation

Presented by XONITEK Corporation The QFD Approach, Step 1 Identify the Customer External Market segment? Use profile? Key success factors? Internal Why is this product/process needed? Is it really valuable to meeting external customer demands? Establish the project team! Presented by XONITEK Corporation

Presented by XONITEK Corporation The QFD Approach, Step 2 Gather Needs Data Surveys Focus Groups Studies Complaints The Blogosphere Your competitors’ products Goal: Product features + relative importance Presented by XONITEK Corporation

Presented by XONITEK Corporation The QFD Approach, Step 3 Organize the Input Affinity Diagrams Find key concepts Tree Diagrams Identify Cause and effect Pareto Charts Quantify results for factors Be careful not to “bias” the results; Ensure this is really the customers’ voice. Presented by XONITEK Corporation

Presented by XONITEK Corporation The QFD Approach, Step 4 Build the QFD, incorporating… Customer needs Design requirements Ability to deliver on requirements Competitors’ performance Examples to follow… Presented by XONITEK Corporation

Presented by XONITEK Corporation How the QFD is Built…. Design Correlation Table The elemental structure of the house… Design How’s Or Company offerings Category Header Customer and Competitor Ratings Customer “What” Or “Needs” Customer and Engineering/Company Relationships Technical Ranking Technical Values for Objectives Presented by XONITEK Corporation

Building the Relationships… 2 Develop the relationship between a customer’s Needs and a Gym’s Offerings…. The Customer Needs are derived from interviews and surveys…. Company Offerings 1 Customer Needs First list the customer needs and the company’s offerings 1 2 Presented by XONITEK Corporation

QFD XL Interactive Demo