Quality Function Deployment and Six Sigma: A QFD Handbook, Second Edition

6. Customer Needs and Benefits Section

This chapter describes how QFD represents the Voice of the Customer (VOC). As mentioned in Chapter 1, there are several different groups from whom to collect voices for various aspects of product, process, and technology design; however, the voice collection and processing methods remain the same. We will treat them all as VOC for the purposes of this chapter. As a reminder to the reader, customer satisfaction is of paramount importance. To that end, only true customer needs may be satisfied, but not really voices. Hence the reader is reminded to fully analyze each customer focus segment VOC to discern the true customer needs that will be satisfied and the priority order, or hierarchy, of those needs. The ...