Notice
          These materials are for the exclusive use of participants.  Further they are 
          protected by United States and International copyright law.  No further 
          reproduction is permitted without the express written permission of the copyright 
          holder. 
          QFD in the Third Millenium
          Copyright © 2001 by Glenn Mazur
          All rights reserved.
          Please contact the author for permission at 
          +1 (734) 995-0847,  fax +1 (775) 307-4637
          email: glenn@mazur.net 
          www.mazur.net
                                                    
        Presenter
        Presenter
                     Glenn H. Mazur
                         – Service and consumer product specialist
                         – Background in Japanese Quality 
                           methods
                         – The “voice of QFD” in North America
                         – 1998 recipient of Akao Prize
                         – Senior Grandmaster QFD Black Belt
                         – QFD Institute, ICQFD, Univ Michigan, 
                           Japan Business Consult.
                                        
         We don’t have any quality problems!
         1.  We have a clear strategy for product and market growth.
         2.  We know exactly what our customers want.
         3.  Our customers never change their minds.
         4.  Our products fulfill their basic needs.
         5.  Our products delight and attract new customers.
         6.  We never lose customers to the competition.
         7.  Our products work exactly as designed.
         8.  We never force our customers to accept tradeoffs.
         9.  Our products make it to market on time, on budget, 
             without sacrificing quality or functionality.
         10. Our plants and service operations are defect free.
                                              
        A New Product Development Process
        Should…
        1.  Help our organisations achieve their goals.
        2.  Highlight what is most important to the customer. 
        3.  Give us a complete understanding of both spoken 
            and unspoken needs.
        4.  Create products that are clearly best in class.
        5.  Translate customer needs into product specifications.
        6.  Resolve technical problems, not force customers to 
            choose between unacceptable alternatives.
        7.  Help us meet cost and timing targets.
        8.  Maximize operating efficiency and quality.
                                         
                           Evolution of Quality and QFD
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                                       60                  65                  70                  75                  80                 85                  90                  95                  00                  05
                                       9                   9                   9                   9                  9                   9                   9                   9                   0                   0
                                       1                   1                   1                   1                  1                   1                   1                   1                   2                   2
                                                                                                                                                                                                                
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                                                                        f                                               n      r                                             i       R      o                                          n
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