To Satisfy & Delight Your Customer: How to Manage for Customer Value
William J. PardeeISBN: 0932633358; 9780932633354;
Software development is hard, so hard that most new products fail to meet business goals. Quality Function Deployment (QFD) is a process for consistently developing successful products and services. It rests on a belief in success through meeting the end-user's needs better than anyone else. This book explains how to do QFD easily and effectively. The first part of the book breaks down the QFD process into manageable tasks, starting with setting business goals. Other chapters discuss detailed development tasks, such as discovering customer benefits, and day-to-day management tasks, such as planning, scheduling, reviewing, facilitating, and training. The ideas come alive in an extensive case study of the design and construction of a world-class golf course in Mexico. In the second part of the book, the author extends the QFD process to four common situations: managing a product line; satisfying multiple stakeholders; selecting the best commercial applications; and coordinating...