Quality = meeting customers’ requirements.
It is the most important competitive weapon.
Delivering quality -> customer’s satisfaction -> customer loyalty -> organization success
QFD is a systematic approach to the design of a product or service around the expressed demands of the customers first time and every time. (J. Oakland, 2000)
HOQ is a graphic tool (matrix) for defining the relationship between customer desires and the firm/product capabilities.
1 - WHATs - a structured list of customer requirements.
3 – HOWs – measurable technical design requirements
4 - WHAT vs. HOW – translate the customers’ demands into technical characteristics through a four point scale (high, medium, low, none)
It consists in:
Importance weighting – quantifies the relative importance of each requirement.
The Planned Satisfaction Rating – team’s desired performance
Improvement Factor – planned performance score divided to existing company performance
fisierul explica cum se realizeaza casa calitatii pentru un nou produs/serviciu; este realizat in engleza fiind pregatit ca tema intr-un seminar la Universitatea din Glasgow, in cadrul unui curs de MBA
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