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  • 1. Back to BasicsQuality 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.com www.thequalitycatalyst.com
  • 2. QFD in 15 minutes• History• The House of Quality• The Voice of the Customer (VOC)• Deploying the VOC• Personal Use
  • 3. 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”.
  • 4. Voice of the DesignerVoice of the Customer
  • 5. x = Design Trade-offs
  • 6. Benchmarking
  • 7. Reverse Engineering
  • 8. Deploying the VOC Technical Requirements CustomerRequirements Product Requirements Technical Requirements Process Requirements Product Requirements Control Requirements Process Requirements
  • 9. QFD - ASQ Meeting Desserts on table Special dietary needs Screw top bottle Wine in a box “Dessert before “$2 wine” dinner”
  • 10. Solicit Feedback Objective Evidence Gives suggestions Good format Keep a sense ofQFD - Audits proportion Prioritize findings Make allowances Good Checklist Mutual Scheduling “Don’t waste my “Don’t nitpick” useful Report” “Give me a time”
  • 11. The Objectives of QFD1. Determine the voice of the customer.2. Examine the company’s response to this voice.
  • 12. Coming AttractionsNext Month --- α and β error “Know your risks”