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[Excerpt] Even though a number of publications stress the usefulness of the house of quality, none of the well-cited articles shows an example of the complete QFD process. To successfully integrate the voice of the customer into the product design and development process, it is critical that the house of quality information is translated downstream to the other three matrices. Both new and existing products are made of several components, which are manufactured by multiple processes. Completing all four matrices will allow managers to identify and control the critical process parameters and will therefore lead to effective product and process development. Therefore, this chapter explains the main ideas behind the QFD process and presents an extended example of the use of QFD in manufacturing electrical transformers. This example will show how customer preferences can be deployed throughout product design and process development using quality function deployment.


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© Wiley. Final version published as: Verma, R., Maher, T., & Pullman, M. (1998). Effective product and process development using quality function deployment. In J. M. Usher, U. Roy, & H. R. Parsael (Eds.), Integrated product and process development (pp. 339-354). New York: John Wiley & Sons. Reprinted with permission. All rights reserved.