In this episode, Lisa Custer, principal, Firefly Consulting, explains the multiple uses of a customer journey map. Alexander Edwards, president,... [more]
Quality plays an important role in industries regulated by government bodies like the U.S. Food and Drug Administration. A representative from the... [more]
Being able to objectively evaluate and prioritize options is a critical business skill. But that’s not easy with things that at least initially... [more]
This is a technical note explaining the inner workings of the QFD matrices (characterize phase), the concept generation technique, and the Pugh... [more]
Have a few smiles or laughs with acronyms and unusual terms that have made their way into the quality community's vernacular.
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both spoken and unspoken. Knowing how to collect this... [more]
In weighing the various options for the end-of-life care of his father, ASQ member Glenn Mazur used quality tools like QFD and AHP to help develop... [more]
The steps of the voice of the customer table are described to provide a robust Quality Function Deployment (QFD) toolbox. http://asq.org/learn-abou... [more]
Boon Rawd Brewery, owner of Singha Beer, used a customized Quality Function Deployment (QFD) model to analyze customer desires. https://secure.asq.... [more]
Quality and the customer experience go hand-in-hand. Hear from electronics giant Siemens Industry on how it weaves both elements through its... [more]
