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A systematic methodology to deal with the dynamics of customer needs in Quality Function Deployment

Hendry Raharjo (Institutionen för teknikens ekonomi och organisation, Industriell kvalitetsutveckling) ; Min Xie ; Aarnout Brombacher
Expert Systems with Applications (0957-4174). Vol. 38 (2011), 4, p. 3653-3662.
[Artikel, refereegranskad vetenskaplig]

In the context of a customer-driven product or service design process, a timely update of customer needs information may not only serve as a useful indicator to observe how things change over time, but it also provides the company a better ground to formulate strategies to meet the future needs of its customer. This paper proposes a systematic methodology to deal with customer needs’ dynamics, in terms of their relative weights, in the QFD. Compared to previous research, its contribution is three-fold. First, it proposes the use of a forecasting technique which is effective to model the dynamics of Analytic Hierarchy Process (AHP) based importance rating. This is owing to the fact that the AHP has been applied very extensively in the QFD and there is, unfortunately, almost no tool to model the dynamics. Second, it describes more comprehensively on how future uncertainty in the weights of customer needs may be estimated and transmitted to the design attributes. Third, it proposes the use a quantitative approach that takes into account the decision maker’s attitude towards risk to optimize the QFD decision making analysis. Finally, an example based on a real-world application of QFD is provided to show the practical applicability of the proposed methodology.

Nyckelord: Quality Function Deployment, Analytic Hierarchy Process, Dynamics of customer needs, Future uncertainty, Stochastic dominance

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Denna post skapades 2010-10-06. Senast ändrad 2011-01-17.
CPL Pubid: 127304


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Institutioner (Chalmers)

Institutionen för teknikens ekonomi och organisation, Industriell kvalitetsutveckling (2005-2016)


Övrig industriell teknik och ekonomi

Chalmers infrastruktur