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Closing the Quality Gap: Lessons from America's Leading Companies
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1994 MCB UP Ltd. All rights reserved.
- ISSN
- 1351-3036
- DOI
- 10.1108/14635779410056868
- Publisher site
- See Article on Publisher Site
Abstract
Describes a dynamic approach to quality function deployment (QFD) that translates customer wants and needs into relevant product and process parameters. Using feedback loops, this new approach incorporates updated customer satisfaction data and dynamically links evolving requirements directly back into manufacturing and related processes. Updated customer requirements “peg” the key parameters in statistical process control charts. Introduces the concept, illustrates the mechanics of the approach, and describes how it benefited an IBM assembly plant.
Journal
Benchmarking for Quality Management & Technology – Emerald Publishing
Published: Apr 1, 1994
Keywords: Customer satisfaction; Customer surveys; House of quality; Manufacturing; Performance monitoring; Process control; Production design; Quality function deployment; Statistical process control