2. Quality Function Deployment (QFD) The Voice of the Customer Ron Sedlock ASQ Jacksonville Education Chair Phone: (352) 473-6095 (352) 473-6096 E-mail: rsedlock@msn.comrsedlock@msn.com www.thequalitycatalyst.com Back to Basics

3. QFD in 15 minutes History The House of Quality The Voice of the Customer (VOC) Deploying the VOC Personal Use

4. 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”.

5. Voice of the Customer Voice of the Designer

6. x = Design Trade-offs

7. Benchmarking

8. Reverse Engineering

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

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

11. 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”

12. The Objectives of QFD 1.Determine the voice of the customer. 2.Examine the company’s response to this voice.

13. Coming Attractions Next Month --- α and β error “Know your risks”