Quality Function Deployment

Quality Function Deployment (QFD) is a procedure with a long history that has been incorporated into the Six Sigma toolbelt. QFD is a tool used in the Define phase of Six Sigma to understand (quantify) the Voice of the Customer (VOC). Its purpose is to discover what the customer requires in the product or service and how best to balance those needs against product options.

According to the Kano model, there are three levels of customer requirements. The most basic Critical To Quality Characteristics (CTQCs) are the Dissatisfies. If these are not met, the customer will be unhappy with the product. Customers expect these requirements to be met. The second level of CTQCs are the Satisfiers. Customers do not expect all of these to be present but the more there are, the more pleased they will be with the product. Providing these CTQCs is where most products differentiate themselves in the marketplace. The third level is the Delighters. These characteristics are not asked for by the customer but add to the experience and set products above their competition. Identification of Delighters are the most difficult because the customer usually will not think to tell you about them..

There are a number of tools that can be employed when performing a QFD. The most common is called the House of Quality because when presented on paper it resembles a house with rooms. Other tools used in a QFD investigation are the Critical to Quality Process Operation Form and the Matrix of Matrices.