Quality Function

Topics: Service system, Customer service, Multiplication Pages: 3 (607 words) Published: September 6, 2010
Quality Function Deployment:

■ To provide customer input at the product design stage

■ The process results in a matrix, referred to as a “house of quality” for a particular product that relates customer attributes to engineering characteristics.

■ The central idea of QFD is the belief that products should be designed to reflect the customers’ desires and tastes

■ The house of quality provides a framework for translating customer satisfaction into identifiable and measurable conformance specifications for product or service design

House of Quality :

Quality Function
Deployment (Village Volvo):

Village Volvo is an independent auto service garage that specializes in volvo auto maintenance and competes with volvo dealers for customers. Village Volvo has decided to assess its service delivery system in comparison with that of the volvo dealer to determine areas for improving its competitive position

1. Establish the aim of the project: in this case, the objective of the project is to assess Village Volvo’s competitive position

2. Determine customer expectations: reliability, responsiveness, assurance, empathy and tangibles

3. Describe the elements of the service: for Village Volvo we have selected training, attitude, capacity, information, and equipment

4. Note the strength of relationship between the service elements: three level of strength of relationship: *= strong, .=medium, and Ø= weak. E.g., note a strong relationship between training and attitudes. These relationships may provide useful points of leverage to improve service quality.

5. Note the association between customer expectations and service elements: the body of the matrix contains numbers between 0 and 9 (9 indicating a very strong link) to indicate the strength of the link between a service element and corresponding customer expectation

6. Weighting the service elements: this step is taken to measure the importance of a customer’s...
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