Benchmarking practices of quality function deployment: results from a field study

Abstract

Purpose This paper continues the analysis of the data collected in a survey of quality function deployment (QFD) carried out in Brazil, and deepens the study by carrying out interviews at some of the companies which participated in the survey to identify best practices on QFD application. Design/methodology/approach To analyze the data collected in a survey of QFD and interviews, eight exemplary criteria based on the QFD literature were considered. The paper then presents and discusses best practices in QFD application. Findings The results of analyzing the interviews showed that there were exemplary aspects in the use of the method and the key points in the QFD implementation that should be considered were related to: support from upper management, carrying out training, creating the team, frequency and length of meetings, and creating a conceptual model, among other aspects. Research limitations/implications It is important to stress that the importance of some of these exemplary aspects varies with the type of company and the product developed with QFD, and could be less important for other products and industries. Practical implications The results showed that there were key points in the QFD implementation that should be considered depending on type of company and the product. Originality/value The key points in the QFD implementation identified in this paper may be useful to QFD users and academics.

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