A customer – focused approach to quality improvement in which customer needs (desired product or service characteristics) are analysed at the design stage and translated into the specific product and process design requirements for the supplier organisation.
Targeted customer needs may include product features, costs, durability, and other product characteristics. Quality Function Deployment involves carefully listening to the customer’s true unvarnished expression of their needs. Then those needs must be translated into engineering characteristics, competitive assessment, selection of critical/ Key characteristics, the product/process design and follow up. Through this technique, product performance features and characteristics that deliver them are determined by the customer and heed to the producer (by listening and acting). The quality responsibility is the deployed throughout the organisation by tying compliance and activities directly to the fulfilment of these customer requirements.
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