QFD Implementation in the Service Industry


Kaneko, Noriharu   (1991, ASQC)   Service Quality Management Ltd., Japan

Annual Quality Congress, Milwaukee WI    Vol. 45    No. 0
QICID: 9745    May 1991    pp. 808-813
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Article Abstract

Many companies in the service sector have implemented QC circle activities or Total Quality Control (TQC); recently, they have expressed an interest in Quality Function Deployment (QFD). This paper presents a procedure for implementing QFD in the service sector.

Before introducing QFD, the company must have sufficient knowledge of the quality of service required by customers, the design quality required by management, and the quality offered by staff. Also, since the service sector often has difficulty understanding the D (Deployment) in QFD, the company must grasp the concepts of TQC and QC. The QFD steps for the service sector include: (1) forming a Quality Chart, (2) determining the Quality Planning, (3) designing the Quality Element-Function-Deployment Chart, (4) developing the Function-Unit Parts Deployment Chart, (5) Drawing up the Unit Parts-Technical Deployment Chart, and (6) Determining the vital parts considered in Cost & Reliability Deployment.

The results of implementing QFD in the service sector include: (1) The Quality of Service will become more precise; (2) QFD gives the ability to understand the full picture of TQC through the Quality Chart; and (3) The development of new products and systemization of Quality Assurance in the service sector is made possible.


Quality control (QC),Quality management (QM),Total Quality Control (TQC)

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