Linking Company with Customers and Competitors: A Comprehensive QFD Model and Its Post-Matrix Analysis

Abstract

The paper is founded upon the existing and prevalent quality function deployment (QFD) methodology. QFD provides a way to ensure customer needs; and expectations are addressed from concept to delivery. In conventional implementation of QFD, after the preparation of horizontal (i.e., customer table) and vertical (i.e., technical table), further analysis is usually done empirically and ignores the correlation triangle values of customer requirements and engineering characteristics. Limited resources, increased market competition and product complexity however demand more optimal solutions. A new approach is proposed to address the lacunas due to uncertainty and lack of quantitative methods and tools. The paper attempts to provide a ready reckoner and reference to all the followers and enthusiasts of QFD. This paper presents a mathematical solution in the form of a structured framework using correlation triangle values in conjunction with computed raw weights for customer requirements and priority scores for engineering characteristics. The development and mechanics of QFD model is discussed and quantification of findings is presented as a basis for model and this is followed by comprehensive matrix analysis. The outcome of the study is a comprehensive solution which discusses the underlying concepts, requisite steps, information needed, computations involved and post-matrix analysis.