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Preface
Introduction
Overview of Quality Function Deployment
A Case Study: The ClubCarib Golf Course
Organization of the Book
Audience for This Book
Part I: Executing the QFD Process
1 Set and Monitor Goals
The Project's Business Choices
Role and Composition of the Management Advisory
Panel
Periodic Review of Project Business Goals
Case Study: The ClubCarib Golf Course Charter
Summary
2 Discover Customer Benefits
Satisfiers, Dissatisfiers, and Delighters
Whose Benefits Matter?
Methods to Discover Customer Benefits
Plan the Discovery of Customer Benefits
Writing a Scenario for a Contextual Inquiry
Knowing When to Quit
Summary
3 Analyze Customer Benefits
Identify Customer-Desired Qualities from the
Data
Classify Qualities as Functions, Entities, or
Properties
Separate Benefits, Design Criteria, and Features
Use Affinity Analysis to Group Related Benefits
Example: ClubCarib Golf Course Benefits
When to Begin, When to Go on, What to Review
Summary
4 Quantify Customer Value
Describing Customer Satisfaction
Determining Customer Importance
Comparing Penalty and Reward
Set Target Performance in the Planning Matrix
Example: Customer Importance of ClubCarib Benefits
When to Begin, When to Go On, What to Review
Summary
5 Develop Design Criteria
Why Specify Design Criteria At All?
Characteristics of Good Design Criteria
Generate Design Criteria
Example: ClubCarib Golf Course Design Criteria
When to Begin, When to Go On, What to Review
Summary
6 Link Design Criteria to Benefits
Link Each Criterion to Individual Benefits
Predicted Rating: How Good Will It Be?
Inferring Criterion Customer Value
Example: Golf Course Relationship Matrix for
Criteria to Benefits
Check for Completeness and Simplicity
Specify the Design Criteria
When to Begin, When to Go On, What to Review
Summary
7 Select Design Features
Comparing Design Alternatives
List the Design Characteristics
Specifying Characteristics of the Design Process
Example: ClubCarib Design Characteristics
Link Design Characteristics to Design Criteria
Mock-ups and Prototypes
Correlation Matrix
Example: Golf Course Characteristics
Specifying Design Characteristics
When to Begin, When to Go On, What to Review
Summary
8 Plan the Implementation
Three Graphical Tools
Controlling Implementation
When to Begin, When to Go On, What to Review
Summary
Part II: Managing the QFD Process
9 Manage the Team
Team Leadership
Team Composition
The Project Plan: Schedule and Meetings
Team Decision Practices
Summary
10 Support the Process
Reviewing Technical Progress
What and When
Managing Technical Changes
Supporting Cooperative Team Performance
Summary
11 Starting Out
Plan: Build Support and Choose Process Components
Do: Test with a Pilot Project
Check: How Well Did It Work?
Summary
Part III: Extending QFD to Common Challenges
12 Maximize the Value of a Product Line
Multiple Product Decisions at Chartering
Benefits Analysis
Customers With Different Values
Multi-Product Design Criteria Decisions
Design Stage: New or Just Improved?
Bundling and Unbundling
Summary
13 Delight Multiple Stakeholders
Combining Benefits of Distinct Stakeholders
Combining Penalties and Rewards from Several
Stakeholders
Example: Whiterock Office Communication Systems
Summary
14 Maximize Opportunities for Radically New Technology
Characterize the New Possibilities
Who Needs It?
How Good Will It Be in Your Customer's Eyes?
How Much Is the Better Technology Worth?
Summary
15 See the Forest and the Trees
Connect the Major Issues
Resolving Detailed Issues: Zooming In
Changing Trees Changes the Forest: Zooming Out
Summary
16 Manage a Team of Teams
The Systems Team Role
Role of the Thread Teams and Linked Loops
Role of Team-to-Team Communication
A Non-Systems Model: The Coral Reef Model
Summary
17 Conclusion
Deep Knowledge of Your Customer
Teams Outperform Groups of Individuals
Dual Role of Numbers
Separation and Connection of Concerns
Effects on Your Organization's Culture
Appendices
Appendix A: Mathematical Description of QFD
Qualities and Customer Value
The Value of Actions
Composite Qualities and Their Properties
Links Between Composite Qualities
Appendix B: The Analytic Hierarchy Process in
QFD
Determining Values in a Hierarchy
Approximate Eigenvector Calculation Method
Relationship of AHP to QFD
Example: Estimating Material Weights
Example: An Approximate Eigenvector Calculation
Glossary
Bibliography
Index
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