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Flexible Automation and Intelligent Manufacturing, 1997:
Proceedings of the Seventh International FAIM Conference

ISBN Print: 978-1-56700-089-4

ISBN Online: 978-1-56700-442-7

QUALITY FUNCTION DEPLOYMENT - IMPROVING INFORMATION TECHNOLOGY SERVICE WITHIN MANUFACTURING

Abstract

The objective of this case study is to provide proof that QFD can furnish significantly different results from more traditional improvement techniques. Using techniques such as collecting the voice of the customer, affinity diagrams, Kano questionnaires, importance questionnaires and the house of quality, the authors have undertaken a project with employees within a manufacturing plant.

In this paper, the case study is described in detail, discussing data collection methods. The authors then discuss a correlation of the data, concluding that there is a significant difference between customer ranking and establishing priorities using Quality Function Deployment
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