3.5. QUALITY FUNCTION DEPLOYMENT (QFD)
Once information about customer expectations has been obtained, techniques such as quality function deployment (QFD) can be used to link the voice of the customer directly to internal processes.
Tactical quality planning involves developing an approach to implementing the strategic quality plan. One of the most promising developments in this area has been policy deployment. Sheridan (1993) describes policy deployment as the development of a measurement-based system as a means of planning for continuous quality improvement throughout all levels of an organization. Originally developed by the Japanese, American companies also use policy deployment because it clearly defines the long-range direction of company ...
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