Customer Focus using Quality Function Deployment

It is widely recognized that customer focus is one of the keys to business success. Customer focus is used to carry the "Voice of the Customer" throughout your organization.

The techniques used are extremely flexible and can be used in any situation to ensure that the needs of the customer remain paramount

Course Structure

Day 1

• The need for customer focus
• Who are our customers?
• Basic, Performance and Excitement Features - the Kano Model
• Gathering Customer Requirements
• Prioritising Customer Requirements
• Customer Competitive Assessment
• SWOT analysis and Planned Quality
  
  Day 2
• Translating Customer Requirements into technical measures
• Developing the specification
• The "House of Quality"
• Resolving conflicts
• Concept generation and selection
• Deploying the "Voice of the Customer" throughout the development process
  

Benefits of attending this course?

• Achieving customer focus in product, process or service planning helps to minimise design changes, dramatically increases customer satisfaction and reduces development cycle time.
• dentifying priorities based upon customer requirements enables the most effective use of limited resources