The Learner As Customer: QFD-Designed Education

Article

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
List $10.00
Member $5.00

This article is not available online. Contact us to receive a scan of the archive, in PDF format.
New to ASQ? REGISTER HERE.

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.

Keywords

Education,Problem solving,Quality tools


Browse QIC Articles Chronologically:     Previous Article     Next Article

New Search

Featured advertisers





ASQ is a global community of people passionate about quality, who use the tools, their ideas and expertise to make our world work better. ASQ: The Global Voice of Quality.