Yockey, Frank (1995, ASQC) Hewlett-Packard Company, Fort Collins, CO
Quality function deployment (QFD) is the core of a mental model for improving business processes in the service industry. The organization that learns to use the tools in this model increases competitive advantage as it listens to the voice of the customer. The QFD house of quality for service organizations, now having a pre-planning side roof, is supported by tools for process documentation. These include: glossaries; IDEF0 structured analysis for graphic and natural language representations of processes; Kano models that plot customer satisfaction against service maturity; service portfolios that map satisfaction against achievement; value propositions that help businesses focus on their market segments; and metrics of employee performance expectations. Once the QFD process has developed a set of measures, benchmarking tools become available. The QFD correlation matrix leads to innovative conflict resolution. Investigations into QFD design alternatives can be facilitated by the Pugh Concept Selection tool. And QFD metric development can be viewed through the perspective of control panels.
Competitiveness,Customer focus,Learning,Service sector,Quality tools,Process improvement,Voice of the customer (VOC)