CAPTURING AND TRANSLATING CUSTOMER REQUIREMENTS USING QFD

This presentation unleashes the power of QFD (Quality Function Deployment) to capture customer requirements in a systematic and disciplined way and translate them into technical or product requirements or service requirements if it is service organization.

It starts with QFD definition, basic introduction to QFD terms, why and how it is used, its elements. The second part provides insights into advanced QFD that describes voice of the customer, Kano model, how to interpret QFD results, how to use QFD to set future goals, conduct competitive assessment.

The third part focuses on the facilitation elements. Detailed discussion is presented on various aspects of facilitation, including, but not limited to expectations, roles of sponsor, customer, facilitator, ground rules, detailed agenda, how to run sessions to complete QFD House of Quality.

Two Basic QFD Excel templates are included, one for workshop use (QFD BASIC Template - embedded in the presentation) and another for more detailed analysis (QFD BASIC Automated) using multiple houses of quality.