Abstract

Quality function deployment (QFD) is a structured process/toolset for defining the 'customer requirements' in the design and improvement of products, processes and services. Users of QFD report improved quality in products and in management of processes. While there is an abundance of literature on the mechanics and application of QFD to design of specific products, there is a shortcoming in the available literature on management considerations for the implementation of QFD, application to service organizations, and management of the design process. This paper presents implementation considerations concerning the use of QFD by both technical and human resource managers, decision makers, and 'doers' in situations where products or processes are being developed or redesigned, or where improvements are being sought. >

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