CHAPTER 8

Other Visual Information Tools in Quality Improvement

House of Quality (HOQ) and Quality Function Deployment (QFD): An Information Visualization Tool in Product and Service Design

In this section, we explain a quality tool widely known as Quality Function Deployment (QFD)—used in Design for Six Sigma (DFSS) and also in Six Sigma—to design products and services to meet and exceed customer requirements by identifying and addressing the critical quality characteristics (CTQs) and the voice of customer (VOC) early in the design phase. A systematic approach to QFD required in determining the expectations or the VOCs needs the answer to the following questions: What does the customer really want? What are the customers’ expectations regarding ...

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