Quality Function Deployment (QFD) The Voice of the Customer Ron Sedlock ASQ Jacksonville Education Chair Phone: (352) (352) Back to Basics

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 Customer Voice of the Designer

x = Design Trade-offs

Benchmarking

Reverse Engineering

Deploying the VOC Technical Requirements Customer Requirements Product Requirements Technical Requirements Process Requirements Product Requirements Control Requirements Process Requirements

QFD - ASQ Meeting Wine in a box Screw top bottle Special dietary needs Desserts on table “$2 wine” “Dessert before dinner”

QFD - Audits Mutual Scheduling Good Checklist Make allowances Prioritize findings Keep a sense of proportion Good format Gives suggestions Objective Evidence Solicit Feedback “Don’t waste my time” “Don’t nitpick” “Give me a useful Report”

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”