QFD—linking the customer to the product development process as a part of the TQM concept

Abstract

Abstract LKAB is one of the world's leading sup‐pliers of advanced iron ore products. Its most important markets are the blast furnace based steelworks of Europe. As a result of customers’ demands for ever‐better products, LKAB has begun to apply Quality Function Deployment (QFD) to its product development pro‐grammes. QFD, originally developed in Japan, is a technique which utilises a series of matrices to translate customers’ requirements into technical specifications that the producer can use. So far the methodology has mainly been used in the manufacturing industry, with very few applications in process industry. When launching its QFD project, LKAB began by making strenuous efforts to acquire credible and relevant customer data. Experience after one year's work has been encouraging; the QFD technique has proved to be an effective instrument for feeding customers’ requirements into the product development process. In addition, it serves as a guide to setting priorities for research projects. The technique promises to become an established tool in the cornpany's Total Quality Management programme.

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