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Questions and Answers
Which stage in QFD relies on customer requirements to develop and prioritize technical requirements?
What is the purpose of Level 3 in Quality Function Deployment (QFD)?
In Level 2 of QFD, what is used to identify and prioritize critical parts and assemblies?
What is a key step in developing Level 1 QFD according to the text?
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What does the Process control stage in QFD rely on to establish process control and inspection methods?
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Which step is involved in the development of Level 1 QFD?
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What is the main purpose of Quality Function Deployment (QFD)?
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In Quality Function Deployment (QFD), what does 'Q' stand for?
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Which model or analysis technique is often used to convert customer requirements into functional product design using QFD?
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What does 'F' represent in Quality Function Deployment (QFD)?
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When using Quality Function Deployment (QFD), what is the purpose of 'deployment'?
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What role does the 'House of Quality' play in the Quality Function Deployment (QFD) process?
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What is the second step in developing QFD in a restaurant setting?
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In the context of QFD, what is the purpose of identifying relationships between customer requirements and technical requirements?
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Which gap does the SERVQUAL model focus on primarily?
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What does the final step (Step 8) in developing QFD involve?
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In QFD, what does Step 6 involve?
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Which type of gap does Gap 4 in the SERVQUAL model refer to?
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Study Notes
Quality Function Deployment (QFD)
- QFD is a tool for converting customer requirements into functional product design
- It is also called the "House of Quality" or the "Voice of the Customer"
- QFD consists of four levels:
- Level 1: Performance requirements stage, focusing on customer requirements to develop and prioritize technical requirements
- Level 2: Product design stage, focusing on performance requirements to identify and prioritize critical parts and assemblies
- Level 3: Process design stage, focusing on critical parts and assemblies to develop and prioritize process points that can lead to better customer satisfaction
- Level 4: Process control stage, focusing on process design information to establish process control and inspection methods
QFD Steps in Developing Level 1 QFD
- Develop a list of customer requirements
- Develop a list of technical design elements
- Demonstrate the relationships between customer requirements and technical design elements
- Identify the correlations between design elements in the roof of the house
- Perform a competitive assessment of the customer requirements
- Prioritize customer requirements
- Prioritize technical requirements
- Final evaluation
Product Design Considerations
- What functions does the customer want in the product?
- What are the capabilities and limitations of current products?
- What are the limitations of the materials available to produce the product?
- Are better materials available?
- How much will the product cost to make?
- How much must the product cost to make it successful in the market place?
Generic Steps in Product Design
- Identify customer requirements
- Identify technical requirements
- Identify the relationships between customer requirements and technical requirements
- Identify the correlations between the technical requirements
- Competitive assessment of the product
- Prioritize customer requirements
- Prioritize technical requirements
- Final evaluation
Designing Quality into Services
- SERVQUAL model is used to investigate service quality gaps
- SERVQUAL instrument focuses on Gap 5: Customer satisfaction gap
- SERVQUAL model consists of:
- Gap 1: Customer/marketing research gap
- Gap 2: Design gap
- Gap 3: Conformance gap
- Gap 4: Communication gap
- Gap 5: Customer satisfaction gap
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Description
Learn about the different levels of Quality Function Deployment (QFD) and how they relate to customer requirements, product design, process design, and process control stages.
