Quality Function

Deployment
Assignment: 1
Syeda Khushbakht Farrukh
Total Quality
Management
It is a method by which management and
employees become involved in the continuous
improvement of the production of goods and
services. It is a combination of quality and
management tools aimed at increasing
business, improving quality in all aspects of
the companys operations, with processes
being done right the first time and defects
and waste eradicated from operations.
 Voice of the
Customer
Voice of the customeris a term
used in business to describe the in-
depth process of capturing customer's
expectations, preferences and
aversions. It is used to produce a
detailed set of customer wants and
needs, organized into a hierarchical
structure, and then prioritized in terms
of relative importance and satisfaction
with current alternatives.
 Quality Function Deployment
Quality Function Deployment is a methodology for taking the Voice of the
Customer and using that information to drive aspects of product
development.
It is a structured approach to defining customer needs or requirements and
translating them into specific plans to produce products to meet those needs.
The QFD method identifies and classifies customer desires, identifies the
importance of those desires, identifies engineering characteristics which may
be relevant to those desires, correlates the two, allows for verification of
those correlations, and then assigns objectives and priorities for the system
requirements
It is used to achieve cross functional agreement of the requirements and
needs of customers, to translate those customer needs into developmental
goals and technical capabilities. It prioritizes the use of resources to work on
areas with maximum customer and bottom line.
 House of
Quality
The House of Quality is a
voice of customer analysis
tool and a key component of
the Quality Functional
Deployment technique. It is a
tool to translate what the
customer wants into
products or services that
meet the customer wants in
terms of engineering design
values by way of creating a
relationship matrix.
House of
Quality:
Remote Control
Example