Quality Function Deployment (QFD) is a direct translation from Japanese which means: How do we understand the quality that our customers expect and make it happen in a dynamic way.

This course will outline the tool and help you define strategies to ensure that your processes and services are linked with the voice of the customer. Using a dynamic case study this course will walk through the creation of a QFD step-by-step.


Example of a QFD. Sometimes refered to as the House of Quality

Using a QFD will help you link the "What's" (needs of the customer) with the "How's" (how the need will be met by the organization).

Understanding the QFD process can help you realize the following benefits:
- Prevention of Failure
- Greater Teamwork
- Improved Communication
- Faster Deployment Times
- Greater Knowledge About Customer Requirements
- Improved Customer Satisfaction

Who Should Attend

All employees, managers and quality professionals responsible for increasing the effectiveness of their workgroup or organization
Suitable for both the public and private sectors

After Ability

The elements of QFD
The benefits and purpose of using QFD
Tools and strategies to ensure that processes are linked with customer requirements
How to create a QFD
To prioritize next steps for process improvement