1. Quality Function Deployment (QFD)

2. How do you develop new services?
Presented by XONITEK Corporation

3. Typical product development process...
A company crisis prompts action…
Angry customer
Hot selling product/service from competitor
Obsolescence
Negative Reactionary Impacts
Poor selling dud
Hot selling, but defective
Lots of development but no product/service
Presented by XONITEK Corporation

4. Presented by XONITEK Corporation
When should you use QFD?
Incremental Innovation
Making improvements to an existing service
(Easy to gather customer needs)
Operations Planning
Matching a set of equipment/operators/IT resources to a set of product families/service offerings
Human Resource Strategy
Comparing current employee skillsets to the results of a strategic planning process
Presented by XONITEK Corporation

5. Presented by XONITEK Corporation
The QFD Approach, Step 1
Identify the Customer
External
Market segment?
Use profile?
Key success factors?
Internal
Why is this product/process needed?
Is it really valuable to meeting external customer demands?
Establish the project team!
Presented by XONITEK Corporation

6. Presented by XONITEK Corporation
The QFD Approach, Step 2
Gather Needs Data
Surveys
Focus Groups
Studies
Complaints
The Blogosphere
Your competitors’ products
Goal: Product features + relative importance
Presented by XONITEK Corporation

7. Presented by XONITEK Corporation
The QFD Approach, Step 3
Organize the Input
Affinity Diagrams Find key concepts
Tree Diagrams Identify Cause and effect
Pareto Charts Quantify results for factors
Be careful not to “bias” the results;
Ensure this is really the customers’ voice.
Presented by XONITEK Corporation

8. Presented by XONITEK Corporation
The QFD Approach, Step 4
Build the QFD, incorporating…
Customer needs
Design requirements
Ability to deliver on requirements
Competitors’ performance
Examples to follow…
Presented by XONITEK Corporation

9. Presented by XONITEK Corporation
How the QFD is Built….
Design Correlation Table
The elemental structure of the house…
Design How’s
Or Company offerings
Category Header
Customer and Competitor Ratings
Customer “What”
Or “Needs”
Customer and Engineering/Company Relationships
Technical Ranking
Technical Values for Objectives
Presented by XONITEK Corporation

10. Building the Relationships…2
Develop the relationship between a customer’s Needs and a Gym’s Offerings….
The Customer Needs are derived from interviews and surveys….
Company Offerings 1
Customer Needs
First list the customer needs and the company’s offerings 1 2
Presented by XONITEK Corporation

11. QFD XL Interactive Demo