Question

Q91

Answer the following questions:

(a) Explain the concept, purpose and benefits of Quality Function Deployment (QFD). Use a simple example to illustrate the techniques i.e. a completed hour of quality. [2 Marks]

(b) Discuss the role and benefits of cross-functional teams within QFD and within a quality improvement programme in general. [2 Marks]

DO NOT WRITE THE ANSWER -USE WORD FORMAT.

NO PLAGIARISM

Answer 1

a) Concept, purpose and benefits of QFD:

Concept: QFD- Quality Function Deployment is a planning process for products and services based on customer’s perception about quality and value. It is a customer driven process in which voice of customer is gathered and integrated by the organizations to improve products or processes or both. QFD is a set of tools that convert the customer requirements into product features.

Purpose: QFD is a customer driven process, so it is focused on delivering enhanced quality products and services to meet perceived customer value. In order to enhance the quality, the organization works to develop effective communication and other organizational processes such as design, manufacturing, production, marketing and sales. As a result, the process leads to organizational excellence.

Benefits: QFD leads to customer satisfaction, high quality products and services, cost saving due to shorter development time and base for the future improvements.

Example: QFD starts with Voice of Customers and end with the customer satisfaction. Domino’s used Voice of Customer to find the need of improvements in Pizza. It used that feedback and came with new menu items. The experimental Pizzas were judged by the customers itself. After the needed modifications, Domino’s revamped the products.

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(b) Role of cross functional teams:

Cross functional teams are meant by the members from various departments with different expertise. QFD and Quality improvement programs aim to convert qualitative dimension of the quality of the products to quantitative, measurable aspects of the quality. It is a task that need ideas and solutions from different perspectives. So to successfully implement the QFD and Quality improvement programs, the cross functional teams are formed. The teams have the members from sales, marketing, production, manufacturing, design, finance, and engineering departments. They all can present their ideas and develop the best fit solution that satisfy customer needs.