Application of Quality Function Deployment in new product and service development

Quality Function Deployment (QFD) is a systematic process to integrate customer requirements into every aspect of the design and delivery of products and services. Understanding the customers wants or needs from a product or service is crucial to the successful design and development of new products and services. QFD is a system that utilizes customer demands to meet client missions by outlining what the customer wants in a service or product. QFD was used in this research to determine customer needs and thus to ensure that customer demands are met. This methodology is demonstrated using two case studies: Hydrogen Fuel Cell Vehicle (HFCV) and American Society for Engineering Management (ASEM). QFD was also integrated with SERVQUAL to present an effective methodology that was demonstrated in a Career Opportunities Center (COC) case study. The results included prioritized customer requirements, resource allocations and technical requirements. The QFD methodology presented in this study could serve as a powerful tool in the development of many new products/services --Abstract, page iv