Applying repertory grids technique for knowledge elicitation in quality function deployment

Abstract

The repertory grids technique is applied in quality function deployment to elicit the voice of the customers and to derive the importance for each customer requirement from a group of customers. In addition, the repertory grids technique can be used in the relationship matrix to quantify the numerical relationships between customer requirements and technical measures from a group of team members. An integration of the repertory grids technique and quality function deployment would make quality function deployment systematically to gather customer needs for better product or service planning and to determine the relationships between customer requirements and technical measures since the final analyses rely heavily on the results of this relationship matrix. A case illustration is provided to show the usefulness of applying the repertory grids technique in quality function deployment.