Quality Function Deployment (QFD)

Definition – QFD: A way to represent “the voice of the customer”. a process for capturing customer req., and translating them into req., that can be used by designers, producers & suppliers.

Characteristics of QFD: 1.Sharing of info all shareholders. 2.Capture info customer (compact form). 3.Support for consensus and decision making.

Process/ procedure : QFD: Identify the communities affected by the proposed system Identify from each community their constraints List out the various requirements from the customer without omitting any.

Process/ procedure : QFD…….. classify the requirements based on constraints. Impossible req., discussed with stakeholders. Filtered req., may be graded.

Process/ procedure : QFD…….. Top priority fns implemented first Low priority fns implemented subsequent phases

Advantages : QFD Teamwork and cross functional communication results – usable product. Customers – lead to satisfaction. Proper doc., giving clarity, reusing concept. High priority & oops oriented fns – to realize business important.

Types of Customer Requirements: Normal requirements - told or spelt out by customers. Expected requirements- not spelt out but expected to be incorporated. Exciting requirements- may be spelt or may not be spelt

Customer Requirements table…… RequirementsSpelt (NORMAL) Not-Spelt (EXPECTED) Not-Spelt (EXCITING) PresentSatisfied Pleasantly Satisfied AbsentNot satisfied Not Satisfied Not affected

Customer satisfaction graph Satisfied Functions absent Functions present Not Satisfied Spelt normal Not spelt (exciting) Not spelt (expected)

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