Full citation

Cristiano, J.J., Liker, J.K., & White, C.C. (2000). Customer-Driven Product Development Through Quality Function Deployment in the U.S. and Japan. Journal of Product Innovation Management, 17(4), 286-308.

Format: Peer-reviewed article

Type: Experience

Experience level of reader: Fundamental

Annotation: Quality Function Deployment is a tool for bringing the voice of the customer into the NDP process from conceptual design through to manufacturing. The article finds that U.S. companies report more cross-functional team benefits and better decision-making from QFD, as compared to Japanese companies.

Setting(s) to which the reported activities/findings are relevant: Large business, Small business (less than 500 employees), University

Knowledge user(s) to whom the piece of literature may be relevant: Manufacturers, Researchers

Knowledge user level addressed by the literature: Organization

This article uses the Commercial Devices and Services version of the NtK Model

Primary Findings

Measure: Quality Function Deployment is a tool for bringing the voice of the customer into the NPD process from conceptual design through to manufacturing. A survey also found that QFD was most commonly used to clarify customer requirements and ensure those customer requirements are considered in the product engineering requirements.
Survey of 400 companies.
Occurrence of finding within the model: Step 4.11, Step 7.10, Step 6.3, Step 5.3

Tip: Japanese companies make less use of QFD in latter stages than do U.S. companies, because they focus on incrementally improving existing products from customer complaints and warranty issues — which are considered strong sources of data on what to change or improve.
Survey of 400 companies.
Occurrence of finding within the model: Step 8.3