Summary

This book provides a step-by-step description of quality function deployment (QFD) and how it uses the voice of the customer - customer wants and needs - to drive product development. Author Ronald G. Day demonstrates how QFD can significantly improve customer satisfaction and loyalty. He takes the reader through each stage of the QFD process, from the collection of the customers' voice to the deployment of critical issues on the manufacturing floor. Quality function deployment provides an organized, practical, and useful process to translate what the customer says into pragmatic action aimed at improving customer satisfaction through customer-oriented product development. For many industries this level of customer focus is necessary for survival.