The Learner As Customer: QFD-Designed Education


Guzy, Marcia C.   (1992, ASQC)   Digital Equipment Corporation, Maynard, MA

Annual Quality Congress, Nashville TN    Vol. 46    No. 0
QICID: 9761    May 1992    pp. 465-471
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Article Abstract

Quality Factor Development (QFD), which involves consensual decision- making among a group of customers and designers, is a design tool typically employed to design physical products. Digital Equipment Corporation (DEC) has applied QFD for the past two-and-a-half years to the design of educational methods, interventions, and processes, useful for developing problem-solving knowledge, problem-solving skills, and the application of problem-solving knowledge and skills which support quality improvement. Before implementing QFD, customers were identified. End-user customers were defined as all DEC people interested in developing problem-solving skills; other customers were education trainers and designers. Results were used to develop QFD training sessions, which were enthusiastically received. Participants enjoyed learning about QFD as much as problem-solving education design. QFD sessions identified useful features for designing a problem-solving course, including the need for a support network, rewards and recognition, management support, and real-life applications. Customers particularly emphasized the need for examples specific to their function, organization, and industry. QFD analysis confirmed the need for traditional elements in problem-solving coursework design, such as SPC, albeit in a reduced format. DEC continues to employ QFD to develop problem-solving course design, and to enhance customer communication. In addition to training sessions, different delivery formats for the dissemination of QFD knowledge are being explored.


Education,Problem solving,Quality tools

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