Quality function deployment: An empirical study in the UK

This paper describes the design, development, implementation and findings of a survey conducted in the UK. Its aims were to evaluate the extent to which the Quality Function Deployment (QFD) methodology was being used, how it was being applied, the main problems associated with its implementation and the benefits accrued. The paper begins with a brief literature review of QFD implementation problems and then goes on to discuss a postal survey that was conducted to attain not only the ''Voice of the User'' but also the ''Voice of the non-User''. The results showed that QFD-users regarded Behavioural Management as the key to successfully applying the technique. They also highlighted improvements in teamwork skills and better communications as the main benefits gained, even though QFD is considered to be a design tool for attaining better quality products, processes and/or services. In addition, the study revealed a considerable lack of knowledge about the methodology expressed by many respondents from top companies and universities.