Quality function deployment: total quality management for new product design

For firms to compete successfully on quality, the total quality management (TQM) philosophy must be integrated into all aspects of the organization. Quality function deployment (QFD) provides a systematic process for integrating TQM into new product development activities. QFD combines various design engineering and managerial tools to create a customer‐oriented approach to developing new products. QFD provides a means for organizations to “delight” customers by including their voice into the product design process. Proposes to demonstrate how QFD can be used as a mechanism for incorporating TQM into the product design process. Provides a case study illustrating the use of QFD by the Chrysler Motors Corporation, as well as preliminary conclusions on the use of QFD to facilitate TQM in new product development.