Customer Integration: The Quality Function Deployment (QFD) Leader's Guide for Decision Making / Edition 1by Doug Daetz, Bill Barnard, Rick Norman
Pub. Date: 10/01/1995
Customer Integration Attaining higher levels of customer delight, increasing the speed and efficiency in the product development process, and increasing profits are goals many managers are struggling to achieve. Customer Integrated Decision Making, or CIDM, is a process that will show managers how to reach these goals by integrating the customer into the… See more details below
Customer Integration Attaining higher levels of customer delight, increasing the speed and efficiency in the product development process, and increasing profits are goals many managers are struggling to achieve. Customer Integrated Decision Making, or CIDM, is a process that will show managers how to reach these goals by integrating the customer into the decision-making process and incorporating the customer’s wants and needs into the design of new products and services. Customer Integration: The Quality Function Deployment (QFD) Leader’s Guide for Decision Making focuses on the complete CIDM/QFD process. The book details the reasons for using CIDM market identification techniques, and QFD idea generation methodologies, as well as some basic and advanced customer "choice" prediction approaches. This practical, structured, and replicable process will provide a company of any size with the tools to assure its teams’ success as they move to become linked to the customer. Customer Integration opens with a comprehensive overview for executives, followed by a detailed discussion of how CIDM/QFD can increase profits for businesses in a variety of industries. The executive overview reviews the issues confronting companies today and gives reasons why executives will need to be linked to customers to compete. The second part of the book lays out some of the foundation knowledge that middle managers will need to have in order to commit to supporting individuals and teams and to complete CIDM/QFD projects. Part II also offers practical discussions on the critical role of leadership and the challenges of implementation. The third part of the book provides a step-by-step explanation of the process, along with a complete review of the necessary concepts and tools to make a CIDM/QFD project happen. Customer Integration is designed for the whole company. It provides the information executives and managers need to undertake a Customer Integrated Decision-Making project and the knowledge that team members need to assure success in their project.
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Table of Contents
Bringing QFD into Your Company.
IMPLEMENTATION CONTEXT AND GUIDANCE FOR THE MIDDLE AND PROGRAM/PROJECT MANAGER.
Quality and Customer Choice: Where CIDM/QFD Fits.
Making CIDM/QFD Work in Your Company.
Establishing the Infrastructure.
Details and Expectations for CIDM/QFD Leaders.
THE PROJECT-LEVEL PRACTITIONER.
Defining the Project.
Leading the Team's Implementation.
Identifying Segments, Customers, and Competition.
Key Market Research Tools.
CIDM/QFD Essence: The Logical Chain of Decisions.
Project Management and Evaluating Project Success.
Summary: The Future of CIDM.
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