Quality Function Deployment—A System for Meeting Customers' Needs
- 1 September 1993
- journal article
- Published by American Society of Civil Engineers (ASCE) in Journal of Construction Engineering and Management
- Vol. 119 (3) , 516-531
- https://doi.org/10.1061/(asce)0733-9364(1993)119:3(516)
Abstract
Quality function deployment (QFD) has been in existence for almost 20 years, but it has been confined primarily to the manufacturing industry. With the continuing emphasis on quality within the construction industry, QFD may make the difference between success or failure in an ever‐increasing competitive environment. The relationships between QFD and other proven quality‐control methods, such as total quality control (TQC) and total quality management (TQM) are addressed. Two levels of quality, expected quality and exciting quality, are defined and a concept of customer relationships not generally recognized will be introduced. Although the QFD method is currently not in routine use in the construction industry, it represents an additional management tool that cannot be ignored.Keywords
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