9. Impacts, Relationships, and Priorities

This chapter shows how the relationships between Substitute Quality Characteristics and customer needs are modeled in QFD. One of the particularly brilliant ideas embedded in QFD is to use a matrix to study these relationships. Prior to QFD use, the relationship between Technical Response and customer need was expressed by simple lists, and the complex many-to-many relationships remained only intuitively comprehended.

We will see how the Relationships matrix makes it possible to represent and visualize the patterns of these relationships much more easily than could be done otherwise.

In this chapter we’ll see how QFD handles strong and weak relationships, and even negative relationships.

At the point ...

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