Benefits of QFD

As one of well-known methods, QFD has been widely used to improve the quality in order to achieve customer satisfaction. According to research by Chan and Wu, its use was identified in 22 countries worldwide in sectors such as telecommunications, transport, services electronics and construction sector on (John, Smith, Chotipanich, & Pitt, 2014:77). The successful QFD application may result in greater customer focus, shorter lead times, and knowledge preservation according to Liu on (Liao & Kao, 2013:55). Besides that, QFD provides other benefits to a company, such as efficient communication for team work, (Park, Ham, & Lee, 2012:325) shorter design cycle and changes, significantly reduces startup problems, reduce costs, the quality and productivity of service become more precise in a continual improvement process and gain competitive and marketing advantages (Jaiswal, 2012:32).

According to other researcher, Akao on John, Smith, Chotipanich, & Pitt (2014;77), the benefits of implementing QFD include:

  • prioritize spoken and unspoken customer wants and needs;
  • determine and translate customer needs into technical characteristics and specifications;
  • build and deliver a quality product or service by focusing all employees toward customer satisfaction
  • coordinate efforts and skills of an organization from a project inception to its completion;
  • improve customer satisfaction
  • improve quality