| Preface Introduction Overview
of Quality Function Deployment
A Case Study: The ClubCarib Golf Course
Organization of the Book
Audience for This Book Part
I: Executing the QFD Process 1 Set and Monitor Goals
The Project's Business Choices
Role and Composition of the Management
Advisory Panel
Periodic Review of Project Business Goals
Case Study:
The ClubCarib Golf Course Charter
Summary 2 Discover
Customer Benefits Satisfiers, Dissatisfiers, and Delighters
Whose Benefits Matter?
Methods to Discover Customer Benefits
Plan
the Discovery of Customer Benefits
Writing a Scenario for a Contextual Inquiry
Knowing When to Quit
Summary 3 Analyze Customer
Benefits Identify Customer-Desired Qualities from the Data
Classify Qualities as Functions, Entities, or Properties
Separate Benefits,
Design Criteria, and Features
Use Affinity Analysis to Group Related Benefits
Example: ClubCarib Golf Course Benefits
When to Begin, When to Go on,
What to Review
Summary 4 Quantify Customer Value
Describing Customer Satisfaction
Determining Customer Importance
Comparing Penalty and Reward
Set Target Performance in the Planning Matrix
Example: Customer Importance of ClubCarib Benefits
When to Begin, When
to Go On, What to Review
Summary 5 Develop Design Criteria
Why Specify Design Criteria At All?
Characteristics of
Good Design Criteria
Generate Design Criteria
Example: ClubCarib Golf
Course Design Criteria
When to Begin, When to Go On, What to Review
Summary 6 Link Design Criteria to Benefits
Link Each Criterion to Individual Benefits
Predicted Rating: How Good
Will It Be?
Inferring Criterion Customer Value
Example: Golf Course
Relationship Matrix for Criteria to Benefits
Check for Completeness and Simplicity
Specify the Design Criteria
When to Begin, When to Go On, What to Review
Summary 7 Select Design Features Comparing
Design Alternatives
List the Design Characteristics
Specifying Characteristics
of the Design Process
Example: ClubCarib Design Characteristics
Link
Design Characteristics to Design Criteria
Mock-ups and Prototypes
Correlation
Matrix
Example: Golf Course Characteristics
Specifying Design Characteristics
When to Begin, When to Go On, What to Review
Summary 8
Plan the Implementation Three Graphical Tools
Controlling
Implementation
When to Begin, When to Go On, What to Review
Summary
Part II: Managing the QFD Process 9 Manage the
Team Team Leadership
Team Composition
The Project
Plan: Schedule and Meetings
Team Decision Practices
Summary 10
Support the Process Reviewing Technical Progress
What
and When
Managing Technical Changes
Supporting Cooperative Team Performance
Summary 11 Starting Out Plan: Build
Support and Choose Process Components
Do: Test with a Pilot Project
Check: How Well Did It Work?
Summary Part III: Extending
QFD to Common Challenges 12 Maximize the Value of a Product Line
Multiple Product Decisions at Chartering
Benefits Analysis
Customers
With Different Values
Multi-Product Design Criteria Decisions
Design
Stage: New or Just Improved?
Bundling and Unbundling
Summary 13
Delight Multiple Stakeholders Combining Benefits of Distinct
Stakeholders
Combining Penalties and Rewards from Several Stakeholders
Example: Whiterock Office Communication Systems
Summary 14
Maximize Opportunities for Radically New Technology Characterize
the New Possibilities
Who Needs It?
How Good Will It Be in Your Customer's
Eyes?
How Much Is the Better Technology Worth?
Summary 15
See the Forest and the Trees Connect the Major Issues
Resolving Detailed Issues: Zooming In
Changing Trees Changes the Forest:
Zooming Out
Summary 16 Manage a Team of Teams
The Systems Team Role
Role of the Thread Teams and Linked Loops
Role
of Team-to-Team Communication
A Non-Systems Model: The Coral Reef Model
Summary 17 Conclusion Deep Knowledge of
Your Customer
Teams Outperform Groups of Individuals
Dual Role of Numbers
Separation and Connection of Concerns
Effects on Your Organization's
Culture Appendices Appendix A: Mathematical Description
of QFD Qualities and Customer Value
The Value of Actions
Composite Qualities and Their Properties
Links Between Composite Qualities
Appendix B: The Analytic Hierarchy Process in QFD
Determining Values in a Hierarchy
Approximate Eigenvector
Calculation Method
Relationship of AHP to QFD
Example: Estimating Material
Weights
Example: An Approximate Eigenvector Calculation Glossary
Bibliography
Index
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