About the Author

Glenn H. Mazur has been active in QFD since its inception in North America, and has worked extensively with the founders of QFD on their teaching and consulting visits from Japan. His primary focus is in the service industry, as a manager for more than 15 years in automobile repair and parts warehousing, as a teacher, and as an owner of a translating and consulting business he started in 1982. He is one of North America's leaders in the application of QFD to service industries, sits on several advanced QFD research committees, and sits on the steering committee of the Symposium on Quality Function Deployment held annually in Detroit. He is also executive director of the nonprofit QFD Institute and the International Council for QFD. He is an adjunct lecturer of Total Quality Management at the University of Michigan College of Engineering. He lectures and trains in QFD worldwide. Mazur holds a master's degree in business administration and a bachelor's degree in Japanese language and literature, both from the University of Michigan. In 1998, he was awarded the Akao Prize for Excellence in QFD. You can reach him at [e-mail] or via fax at 734-995-3810.