Approach to Quality with Powerful QFD Techniques and an Extensive Case Study
About the Book
Software development is hard, so hard that most new products fail to meet business
goals. Quality Function Deployment (QFD) is a process for consistently developing
successful products and services. It rests on a belief in success through meeting
the end-user's needs better than anyone else.
This book explains how to
do QFD easily and effectively. The first part of the book breaks down the QFD
process into manageable tasks, starting with setting business goals. Other chapters
discuss detailed development tasks, such as discovering customer benefits, and
day-to-day management tasks, such as planning, scheduling, reviewing, facilitating,
and training. The ideas come alive in an extensive case study of the design and
construction of a world-class golf course in Mexico.
In the second part
of the book, the author extends the QFD process to four common situations: managing
a product line; satisfying multiple stakeholders; selecting the best commercial
applications; and coordinating multiple teams.
By separating the underlying
math from the body of the text and by using jargon-free language, the author makes
QFD accessible to readers across a wide range of types and sizes of business.
Overview of Quality Function Deployment
A Case Study:
The ClubCarib Golf Course
Set and Monitor Goals
Discover Customer Benefits
Identify Customer-Desired Qualities from the Data
Benefits, Design Criteria, and Features
Use Affinity Analysis to Group
Quantify Customer Value
Describe Customer Satisfaction
Determine Customer Importance
Compare Penalty and Reward
Target Performance in the Planning Matrix
Characteristics of Good Design
Check for Completeness and Simplicity
From the Introduction
first applied in Japan's Kobe shipyards in 1971. QFD founder Yoji Akao realized,
as did other experts around the world, that sufficient product quality could not
be achieved simply by inspection by members of the quality control function. Akao
wanted everyone to share responsibility for quality.
"Today's QFD process enables members of an organization to share responsibility
for all qualities (features, functions, properties, and performance) beneficial
to the customer. Because of this shared responsibility for all qualities that
matter to the customer, QFD can benefit any company, large or small. It can improve
products of services whether supplied internally or sold externally."
"QFD without pain. . . . Pardee has written a valuable
and complete book on QFD. I plan to use this book as a guide to meeting my own
Randy Rice The Software Quality Advisor
focus on satisfying and delighting the customer is extremely important . . . and
Jack M. Kantola
". . . very well written, insightful, and
most importantly, useful. It is a very practical book."
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