How is each of the principle parts of a QFD matrix created? What does each part hope to provide to the users?
What will be an ideal response?
QFD begins with the customer. Surveys and focus groups are used to gather information from the customers about their wants, needs, and expectations. Several key areas that should be investigated include performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. Often, customer information, specifically, the way they say it, must be translated into actionable wording for the organization.
Once this information is organized into a matrix, the customers are contacted to rate the importance of each of the identified wants and needs. Information is also gathered about how customers rate the company's product or service against the competition. Following this input from the customers, technical requirements are developed. These technical aspects define how the customer's needs, wants, and expectations will be met.
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