Purpose – Quality function deployment (QFD) is a methodology to translate the “voice of the customer” into engineering/technical specifications (HOWs) to be followed in designing of products or services. For the method to be effective, QFD practitioners need to be able to accurately...

Purpose – Quality function deployment (QFD) is a planning methodology to improve products, services and their associated processes by ensuring that the voice of the customer has been effectively deployed through specified and prioritised technical attributes (TAs). The purpose of this paper is...