1. Quality Function Deployment
A systematic method of translating the Voice of the Customer into a finished product or service
Presented By: Dr. Joan A. Burtner
Industrial and Systems Engineering
Mercer University School of Engineering
Macon, GA
Dr. Joan Burtner
IDM 404 ISE 428 ETM Spring 2014

2. Voice of the Customer (Sources)
Focus Groups
Surveys
Complaints
Consultants
Standards
Federal regulations
Dr. Joan Burtner
IDM 404 ISE 428 ETM Spring 2014

3. Benefits of QFD 1 Customer driven Reduces implementation time
Emphasizes focus on customer
Uses competitive information
Prioritizes resources
Identifies items that can be acted upon
Reduces implementation time
Decreases midstream design changes
Limits post introduction problems
Surfaces missing assumptions
Dr. Joan Burtner
IDM 404 ISE 428 ETM Spring 2014

4. Benefits of QFD 2 Promotes teamwork Provides documentation
Based on consensus
Creates communication
Creates global view of details
Provides documentation
Documents rationale for design
Adds structure to information
A living document that can adapt to changes
Provides framework for sensitivity analysis
Dr. Joan Burtner
IDM 404 ISE 428 ETM Spring 2014

5. (D) Technical Descriptors “Voice of the Company”
(G) Correlations
Interrelationships
(D) Technical Descriptors
“Voice of the Company”
(E) Relationships and Associated Strengths of the Relationships
(A) Customer Wants and Needs
“Voice of the Customer”
(C) Customer Perceptions relative to your competitors
(B) Customer Importance Weights
(F) Importance Rating
(H) Targets - Ranking by Technical Importance
Dr. Joan Burtner
IDM 404 ISE 428 ETM Spring 2014

6. Figures and Handouts
Paperwork process House of Quality diagram from “The Certified Quality Engineer Handbook”
Car door House of Quality completed example from “The Certified Quality Engineer Handbook”
Car door House of Quality completed example from “The Certified Manager of Quality/Organizational Excellence Handbook”
Dr. Joan Burtner
IDM 404 ISE 428 ETM Spring 2014