Quality Function Deployment translates the voice of the customer into engineering and process characteristics. The House of Quality maps customer priorities to measurable design attributes, helping cross-functional teams understand which specifications matter most. A household appliance maker might translate demands for low noise into a maximum decibel level or motor design requirement. BPR redesigns processes; value engineering optimises function relative to cost. QFD specifically connects customer requirements to product and production decisions. The method should be embedded in an organisation-wide quality system rather than treated as an isolated inspection activity. Customer requirements, employee participation, competent processes and continual improvement reinforce one another. Managers should use objective evidence to establish whether quality gains persist and provide value to customers. The appropriate selection is quality function deployment. This follows from the distinction between the concept described and the alternative activities or measures in the answer choices. Management commitment and employee competence are necessary to translate the quality approach into stable everyday operating practices.
Study Guide Reference: CIPS L5M9 – Evaluate the role of total quality management in operations management; the uploaded question bank cites study-guide page(s) 112.
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