Page 172 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Unit 11: Quality Function Deployment

Value Engineering: Systematic evaluation of all aspects of the value-chain business functions, Notes
with the objective of reducing costs while satisfying customer needs is known as value
engineering.
Voice of the Customer: In six sigma and other quality improvement programs, the identification
and prioritization of true customer needs and requirements through the use of focus groups,
interviews and other methods is referred to as voice of the customer.

11.10 Review Questions

1. What do you understand by the concept of Quality Function Development?
2. Explain the Development of Quality Function Deployment.

3. How do you think is the team involved in QFD process responsible for its success in the
organization?
4. List the benefits of QFD.

5. What do you mean by voice of the customer?
6. Write a detailed note on house of quality and how is it built?
7. Briefly explain the steps of building house of quality.

8. Explain QFD process.
Answers: Self Assessment

1. Quality Function Development 2. Bridgestone Tire
3. QFD 4. Top management
5. Time utilization 6. Analytic
7. Feedback 8. Customer

9. Customer representative 10. Current
11. Excitement 12. First
13. Correlation 14. Hauser and Clausing
15. Positive and negative 16. Affinity diagramming

17. Importance Rankings 18. Competitive Assessment
19. Relationship Matrix

11.11 Further Readings

Books Besterfield. Dale H. (2011), Total Quality Management, Pearson Education, India
Charantimath M. Poornima (2009), Total Quality Management, Pearson Education,
India
Mukherjee N.P. (2006), Total Quality Management, PHI Learning Pvt. Ltd.
Nigam. Shailendra (2009), Total Quality Management, Excel Books, India

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