Evidence of QFD best practices for product development:a multiple case study

Abstract

Purpose To identify QFD best practices and understand factors that contribute to successful QFD application. Design/methodology/approach A field research study is presented that summarises the use of QFD in a number of companies operating in Brazil. The paper reports multiple case studies conducted in organizations that have already achieved maturity in QFD implementation. Findings The study identified areas of QFD best practice such as the development of matrices and voice of customers, interaction with other organizational practices (e.g. TQC system and other methods and techniques), and less traditional QFD applications (concept definition, strategic planning, and developing a global product). The study also identifies QFD implementation success factors related to organizational characteristics (e.g. management support for QFD and cross‐functional involvement in QFD project), data sources (e.g. existing data sources and QFD‐driven data sources), and QFD tools and techniques such as use of advanced phases of quality deployment (e.g. development of different matrices, comprehensive QFD, integration of analytical techniques and QFD). Practical implications A useful source to be used by organizations that have been implementing QFD for product development or for those that plan to employ the method. Originality/value The paper offers practical and applied information on QFD implementation while identifying areas of best practice within a variety of situations. It will be useful for both academics and practitioners.

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