文档介绍：QFD for Service Industries
From Voice of Customer to Task Deployment
Glenn H. Mazur
Japan Business Consultants, Ltd.
The Fifth Symposium on Quality Function Deployment
Novi, Michigan
June, 1993
The Fifth Symposium on Quality Function Deployment June 20-22, 1993
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QFD for Service Industries
From Voice of Customer to Task Deployment
by Glenn H. Mazur
Japan Business Consultants, Ltd.
store [Akao, 1990]. More recently, Kaneko has been
Introduction integrating QFD, reliability, and quality circle activities
in hotels, shopping centers, and hospitals [Kaneko
Quality Function Deployment (QFD) began more than 1990a, 1990b, 1991, 1992].
twenty years ago in Japan as a quality system focused
on delivering products and services that satisfy custom- Since 1990, the author has consulted with other service
ers. To efficiently deliver value to customers, it is nec- organizations in distribution, education, personnel, fi-
essary to listen to the “voice” of the customer nance, healthcare, repair, and retail businesses. Quality
throughout the product or service development process. Function Deployment has provided a structure for as-
The late Dr. Shigeru Mizuno, Dr. Yoji Akao, and other suring quality and customer satisfaction in the other-
quality experts in Japan developed the tools and tech- wise fuzzy and intangible world of service.
niques of QFD anized them into prehen-
sive system to assure quality and customer satisfaction
in new products and services (see Figure 1) [Mizuno
and Akao 1993, Akao 1990].
North America
Since 1983, a nu