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]
This is a technical note explaining the inner workings of the QFD matrices (characterize phase), the concept generation technique, and the Pugh... [more]
Learn how to gain insight into voice of customer through the use of the House of Quality, a product and service planning matrix used during quality... [more]
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]
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]
