Original Date: 09/14/1998
Revision Date: 01/18/2007
Information : Quality Function Deployment Program
Raytheon Missile Systems Company (RMSC) implemented its Quality Function Deployment (QFD) program as a structured process for gathering information and comprehending the voice of the customer. The program ensures that those aspects of a requested product or service, which the customer deems most important, will be given special attention. By using QFD, RMSC can align and optimize designs, materials, and processes to satisfy the customer’s expectations.
QFD is a flexible, robust tool used in all phases of a product/process from concept to production. The program identifies and prioritizes high leverage activities which directly relate to customer satisfaction. RMSC applied QFD to cost reduction initiatives, trade studies, test equipment design, reliability improvement, finance process improvement, and information technology strategic planning. As a result, the company has met or exceeded customer expectations. QFD provides the user with a systematic and structured process for translating the voice of the customer into corresponding requirements and actions. This process allows the user to deploy quality, reliability, cost, and technology throughout all phases of product development. QFD uses a House of Quality format which stores the data used to document the process. RMSC management supports the QFD program, and gave its approval of QFD training from the American Supplier Institute in 1988. Customer involvement and representation made QFD successful at RMSC.
The QFD program identifies and defines vague requirements; promotes a team approach; increases organizational ownership; and reduces cycle time and engineering changes. Since using the QFD program, RMSC has avoided high cost of quality, prevented costly engineering changes, fully comprehended customer requirements; and prioritized activities. The most important benefit of QFD is that it helps the user to truly understand the voice of the customer. RMSC also extended its QFD program beyond its defense sector work to the community. The company helped the state of Arizona apply QFD techniques to its welfare reform and healthcare initiatives.
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