Quality Function Deployment to Maximize Customer Satisfaction. A Framework and a Case Study in Geothermal Heat Pumps Industry
[Geotherm srl Earth Energy Systems, Italy]
Overall, we could describe Quality Function deployment (QFD) as a powerful, proactive Decision Support System, applied in relationship-wise contexts, probably the most powerful. It was developed with the economic environment in mind and it is based on a sequence of bi-dimensional mathematical matrices, wich link together some NPD (New Product Development) areas, often different ones. Quality Function Deployment (QFD) is the English translation of six Japanese ideograms which were gradually introduced during the 70s by Yoji Akao and Shigeru Mizuno. In this article a comprehensive QFD framework is presented together with a longitudinal case study about strategic decision making of an italian firm that sells geothermal and air source heat pumps.
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