Chapter 11. Understanding Customer Needs: Software QFD and the Voice of the Customer

Chapter 11. Understanding Customer Needs: Software QFD and the Voice of the Customer^[*]

^[*] This chapter was authored by Richard Zultner, International Akao QFD Prize recipient, certified QFD Red Belt, and director of training and research at the QFD Institute.

Doing a "House of Quality" matrix is not doing QFD. That is just doing a matrix. QFD is a quality system for the assurance of customer satisfaction. The use of multiple tools is required for that.

Yoji Akao

What is impossible to do in one paradigm, may be easy to do in another.

Joel Barker