The experience of quality happens when, one, the product or service is designed to meet requirements and, two, the operations system consistently delivers as was intended by the designer.
The operations system does of course more than just delivering the designer’s specification. It learns from its own activities and the forever evolving customer feedback, which identify opportunities for improving the original design. Design and operations are therefore elements of an integrated wider system, that can be arranged around the Plan-Do-Check-Act management cycle. ISO 16355-1 on QFD and ISO 9001 on quality management provide the models to be integrated into one system.
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Presents the Evolved 4-phase QFD model, with a walk-through case study. Everything you need to start using QFD, with some associated tools and techniques.
Expands the 4-phase model into a 16-matrix innovations approach for products and services. Includes an indispensable collection of strategy, product and process development concepts.
Explains a framework for tackling the integration of multiple management systems standards, such as for quality, environment, energy reduction, occupational health & safety, finances and other.