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QFD Case Studies and White Papers
by Glenn Mazur
These papers have been formatted using Adobe Acrobat (*.pdf).
Download a free copy of the latest version of the reader from
Adobe's web site. Version used here: 7.0
I value the spread of ideas. In this spirit, you have permission to
reproduce these papers as a complete unit (no extracts). All copies must include the
copyright notice as follows:
©20xx by Glenn H. Mazur.
All Rights Reserved. |
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Service
QFD Applications
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Host Marriott |
"Bagel
Sales Double at Host Marriott." QFD applied to improving
breakfast service at
US airports. Shows before/after of sales volume and several customer
satisfaction metrics. Download
pdf |
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white paper |
"Elicit Service Customer Needs
Using Software Engineering Tools." Service processes are
examined with powerful software development tools. Definitely more powerful
than traditional blueprinting or process mapping.
Download
pdf |
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Baptist Medical Center, TELUS |
"QFD Applications in Healthcare and Quality of Work
Life." Excerpts from Baptist Medical Center's QFD
to establish a Diabetic Foot Clinic and TELUS, the Canadian communications
company use of QFD to improve HR and job satisfaction.
Download
pdf |
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Japanese Technical Translation Service |
"QFD for Service Industries: From Voice of Customer to Task Deployment."
Comprehensive use of QFD in a Mazur's own
language
translation business, from identification of organizational goals, to customer
selection, needs gathering, process reengineering, and deployment to individual jobs.
Download
pdf |
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University of Michigan College of Engineering |
"QFD to Design a Course in TQM at the University of
Michigan." Identifies university customers as both future employers
and students. Deploys their needs to both curriculum and class format.
Download
pdf |
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National City Bank |
"Quality Infrastructure Improvement: Using
QFD to Manage Project Priorities and Project Management Resources."
Information Technology (IT) Department
projects at financial institution are prioritized
based on impact on internal and external customers, project risk, and
project complexity.
Download
pdf |
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Blue Cross Blue Shield of
Florida |
"Finding Customer Delights Using
QFD." Modern QFD applied to innovating health insurance
programs for small businesses.
Includes Customer Voice table, Maximum Value table, customer needs
prioritization using AHP.
Download pdf |
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Blue Cross Blue Shield of
Florida |
"The Analytic Hierarchy Process:
Methodologies and Application with Customers and Management at Blue Cross
Blue Shield of Florida." Modern QFD and AHP are applied to
prioritizing health insurance member needs, using web-based software from
Expert Choice.
Download pdf |
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Blue Cross Blue Shield of
Florida |
"Building Diversity: Using QFD to Involve
Employees in the Corporate Innovation Process." Minority employees are
a key source of innovative ideas, especially for products aimed at their
communities. Blue Cross Blue Shield of Florida is using Reverse QFD
to identify and prioritize these innovative concepts.
Download pdf |
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Institute of Textiles &
Clothing, Hong Kong Polytechnic University |
"QFD-based Curriculum Planning
for Vocational Education" by Catherine Chan, et al. Blitz QFD®
applied to developing higher education curriculum for Hong Kong
clothing industry evolving from manufacturing-based to knowledge-based sales
and service.
Download pdf |
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Product
QFD Applications
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GCC Rio Grande Cement |
"Using QFD to Improve Technical
Support to Make Commodity Products More Competitive." A cement
company uses QFD to push back competitors through superior customer service
and technical support, instead of reducing price.
Download
pdf |
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Fusion UV |
"QFD Killed My Pet Project."
A high tech manufacturer learns before it is too late, that their
latest technical marvel could actually hurt their customers' business. The
project was stopped and refocused.
Download
pdf |
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Hayes Brake |
"QFD to Direct Value Engineering
in the Design of a Brake System." QFD is the front end to Value
Engineering to create both a "value" brake system, as well as a
new, high function design.
Download
pdf |
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Nokia |
"Gemba Research in the Japanese
Cellular Phone Market." Describes how Nokia customized their Voice of
Customer research for the Japanese market, including segmentation criteria,
training manuals, and cultural dos and don'ts.
Download pdf |
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Rubbermaid |
"Improving Idea Development and
Concept Optimization." Explains how going to the gemba for consumer
encounters at the earliest stages of concept ideation, resulted in
better consumer acceptance and 50% higher sales forecasts for new products.
Download pdf |
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Imation |
"Using a Spec Document, the
Customer Voice Table, and a QFD Matrix to Generate a CTQ (Critical to
Quality) List" by Bruce White. Modern QFD tools such as Customer
Voice table and AHP are used to generate
a CTQ from OEM supplied specifications.
Download pdf |
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Healthcare and Medical Device QFD Applications
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white paper |
Endotracheal
Tube. Download pdf |
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Baptist Medical Center, TELUS |
"QFD Applications in Healthcare and Quality of Work
Life." Excerpts from Baptist Medical Center's QFD
to establish a Diabetic Foot Clinic and TELUS, the Canadian communications
company use of QFD to improve HR and job satisfaction.
Download
pdf |
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white paper |
"QFD in the Define Phase of
Design for Six Sigma." Understanding the voice of the healthcare customer.
Download
pdf |
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Blue Cross Blue Shield of
Florida |
"Finding Customer Delights Using
QFD." Modern QFD applied to innovating health insurance
programs for small businesses.
Includes Customer Voice table, Maximum Value table, customer needs
prioritization using AHP.
Download pdf |
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Blue Cross Blue Shield of
Florida |
"The Analytic Hierarchy Process:
Methodologies and Application with Customers and Management at Blue Cross
Blue Shield of Florida." Modern QFD and AHP are applied to
prioritizing health insurance member needs, using web-based software from
Expert Choice.
Download pdf |
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Blue Cross Blue Shield of
Florida |
"Building Diversity: Using QFD to Involve
Employees in the Corporate Innovation Process." Minority employees are
a key source of innovative ideas, especially for products aimed at their
communities. Blue Cross Blue Shield of Florida is using Reverse QFD
to identify and prioritize these innovative concepts.
Download pdf |
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Entertainment and Theme Park QFD Applications
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Universal Studios |
"Jurassic QFD." QFD was used to
design an animatronic Triceratops for Universal Studio's new Jurassic
Park. Going to the gemba helped the QFD team bring this animal to life, and
win the Design Engineering 1999 Gold Medal. Download
pdf |
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Construction Industry Applications |
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GCC Rio Grande Cement |
"Using QFD to Improve Technical
Support to Make Commodity Products More Competitive." A cement
company uses QFD to push back competitors through superior customer service
and technical support, instead of reducing price.
Download
pdf |
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Kentucky Transportation
Center,
University of Kentucky |
"Context Sensitive
Solutions: The Application of QFD for Developing Public Transportation
Projects in the U.S." Context Sensitive Solutions is a method
used in many civil and military construction projects to involve various
community stakeholders early in the decision process. It's up front analysis
of stakeholder priorities has been enhanced by adding the tools of QFD.
Download
pdf |
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Small and Medium Enterprises
Applications
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West
Side Automotive Warehouse |
"QFD for Small Business." A
shortcut approach to QFD for small organizations. Includes Customer
Satisfaction Story. Download pdf |
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Ulrich's Book Store |
"Strategic Policy Management for
Small and Medium Enterprises." An abbreviated strategic hoshin
planning, with a case study of a college bookstore.
Download pdf |
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Kansei Engineering for Aesthetic and Emotional
Requirements
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The Boeing Company |
"Kansei Engineering for
Commercial Airplane Interior Architecture" by Jeanne Guerin. Boeing's newest
commercial jet, the 7E7, uses Kansei to improve the feeling of its
interiors..
Download
pdf |
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white paper |
"Lifestyle QFD - Incorporating Emotional Appeal
in Product Development" by Glenn Mazur. Integrating image, attitude, and
motivation into product design.
Download pdf |
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white paper |
"Brand Engineering
using Kansei Engineering
and QFD." Integration of Industrial Design and Engineering. Download pdf |
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METHODOLOGY
PUBLICATIONS
Hoshin Planning and Policy Management
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Ulrich's Book Store |
"Strategic Policy Management for
Small and Medium Enterprises." An abbreviated strategic hoshin
planning, with a case study of a college bookstore.
Download pdf |
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book |
Policy Management: Quality
Approach to Strategic Planning. A detailed manual of the
fundamentals of hoshin planning.
Available from QFD Institute at
qfdi@qfdi.org. ISBN0-9-664655-0-4 |
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QFD Methods,
including Blitz QFD®
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Blue Cross Blue Shield of
Florida |
"The Analytic Hierarchy Process:
Methodologies and Application with Customers and Management at Blue Cross
Blue Shield of Florida." Modern QFD and AHP are applied to
prioritizing health insurance member needs, using web-based software from
Expert Choice.
Download pdf |
|
|
Blue Cross Blue Shield of
Florida |
"Building Diversity: Using QFD to Involve
Employees in the Corporate Innovation Process." Minority employees are
a key source of innovative ideas, especially for products aimed at their
communities. Blue Cross Blue Shield of Florida is using Reverse QFD
to identify and prioritize these innovative concepts.
Download pdf |
|
|
Blue Cross Blue Shield of
Florida |
"Finding Customer Delights Using
QFD." Modern QFD applied to innovating health insurance
programs for small businesses.
Includes Customer Voice table, Maximum Value table, customer needs
prioritization using AHP.
Download pdf |
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white paper |
"The Kano Model: Recent Developments."
This paper describes how to better integrate the Kano Model into Modern
QFD's Quality Planning table (right-side room of House of Quality), as well
using Kano Survey results in the Design Planning table (bottom room of House
of Quality) to create attractive quality targets.
Download pdf |
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Institute of Textiles &
Clothing, Hong Kong Polytechnic University |
"QFD-based Curriculum Planning
for Vocational Education" by Catherine Chan, et al. Blitz QFD®
applied to developing higher education curriculum for Hong Kong clothing
industry evolving from manufacturing-based to knowledge-based sales and
service.
Download pdf |
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|
Imation |
"Using a Spec Document, the
Customer Voice Table, and a QFD Matrix to Generate a CTQ (Critical to
Quality) List" by Bruce White. Modern QFD tools such as Customer
Voice table and AHP are used to generate
a CTQ from OEM supplied specifications.
Download pdf |
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white paper |
"Modern QFD in North
America: 2005 update" Updated approach including improved math, Blitz
QFD®, QFD without matrices.
Download pdf |
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newsletter |
"Bring Your QFD Math
up to Six Sigma Levels." QFD equations using ordinal scale numbers (1-5,
1-10, 1,3,9 etc.) for customer, competitor, benchmark, and relationship
values are illegal and deliver meaningless results. Find out why.
Download pdf |
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white paper |
"9 House of Quality Checks."
Quality Assurance for QFD! Download pdf |
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white paper |
"Close Encounters of the QFD
Kind." Tools and case study to take customer needs expressed in the product
QFD and adapt them to ancillary activities such as customer service, tech
support, sales and marketing that make up your customer's total
experience with your organization.
Download pdf |
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Japanese kanji |
Definition of QFD according to Mazur. Whimsical
interpretation of the Japanese characters for Quality Function Deployment.
Click here |
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white paper |
"Elicit Service Customer Needs
Using Software Engineering Tools." Service processes are
examined with powerful software development tools. Definitely more powerful
than traditional blueprinting or process mapping.
Download
pdf |
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white paper |
"Using QFD to Assure QS-9000
Compliance." This paper outlines the issues related to complying with
QS-9000 or other standards in two ways: 1) how to use Quality Deployment to
include customer needs in standardized processes and 2) how to use Narrow
Definition QFD to identify and assure the jobs critical to standards
compliance. Download pdf |
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white paper |
"Task Deployment: The Human
Side of QFD." Goes through applications of this powerful QFD tool to
nearly every phase and deployment in QFD for products, services, and
software applications. Download pdf |
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white paper |
"Voice of Customer Analysis:
A Modern System of Front-End QFD Tools, with Case Studies." Includes more
than a dozen tools with step-by-step instructions to sharply focus your QFD
project on the right customer and to discover unspoken but critical
requirements. Download pdf |
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presentation |
"QFD in the Third Millennium."
The future of QFD? Download ppt |
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Seagate Technologies |
"QFD and Design for Six Sigma."
Latest version of ongoing work to integrate Best Practices in both these
methods. Download pdf |
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white paper |
"QFD in the Define Phase of
Design for Six Sigma." Understanding the voice of the healthcare customer.
Download pdf |
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white paper |
"QFD 2000:
Integrating QFD and Other Quality Methods to Improve the New Product
Development Process."
Download pdf |
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BOOKS AND
TRAINING MATERIALS
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Comprehensive QFD for Products. This is the latest
version of Mazur's standard course manual. It includes an introduction to full
QFD, step-by-step instructions, and case study. Deployments covered include
New Product Development Process Reengineering, Customer Deployment, Voice of
Customer Deployment, Quality Deployment, Function Deployment, Reliability
Deployment, Capability Deployment, Concept Development and Selection, Cost
Deployment, Parts Deployment, Manufacturing Deployment, Production Deployment.
Order
information. |
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Comprehensive QFD for Service. This is the latest
version of Mazur's full QFD course for service industries. It includes an
introduction to full QFD, step-by-step instructions, and case study.
Deployments include New Product Development Process Reengineering, Customer
Deployment, Voice of Customer Deployment, Quality Deployment, Function
Deployment, Reliability Deployment, Concept Development and Selection, Cost
Deployment, Task Deployment. Order
information. Also available in Espanol. |
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Initiating Service QFD. A short course for small
businesses. It
includes an abbreviated introduction to QFD, step-by-step instructions plus two case
studies for a bank and a transportation company. Deployments include Voice of Customer Deployment, Process Deployment, Customer
Satisfaction Story, Task Deployment, and Service SPC.
Order
information. |
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QFD for Food Industry. QFD applied to the needs of
batch
processing industries where intermediate products are chemically transformed in the
process of producing the end product. It includes an abbreviated introduction to QFD,
step-by-step instructions plus a case study. Deployments include Voice of Customer
Deployment, Quality Deployment, Batch Deployment, Recipe Deployment, Process Deployment,
Taguchi Methods, and SPC. Order
information. |
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Customized QFD Training Manuals. A QFD approach designed for your
company, your products, and your customers will be custom developed using a case study
relevant to your industry. For details, contact Mazur at Glenn@Mazur.net. |
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Policy Management:
Quality Approach to Strategic Planning, by Glenn Mazur, Hisashi Takasu (ret. Kose
Cosmetics) and Michiteru Ono ( Tamagawa University). 1998. A detailed manual of the
fundamentals of a quality approach to hoshin planning. Accompanying software
available option. Available from QFD Institute at
qfdi@qfdi.org. ISBN0-9-664655-0-4
Additional Papers, Presentations,
Published Works, Citations
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