The Introduction of QFD in a UK Original Equipment Manufacturer

This paper analyses the activities that are taking place to introduce quality function deployment (QFD) into an original equipment manufacturer (OEM). QFD literature presents many different types of planning tools and techniques that can be used in product development but very few actually demonstrate how QFD can be introduced into the management system of an organisation. This paper aims to address that imbalance by the use of a case study detailing how the OEM has implemented the first six steps of a proposed 16‐step QFD introductory process. The tools and techniques used to introduce these first six steps of the programme are presented with a discussion of their effectiveness. The rationale behind the design of the last ten steps of the implementation programme, including suggestions on how they can be introduced into the management system, are fully discussed.