Quality Function Deployment: Definition, Benefits And Disadvantages In Its Application For Customer Satisfaction Management. Critical Analysis By Data Mining

Abstract

The Quality Function Deployment (QFD) has been applied in various industries and has proven to be an effective tool in continuous quality improvement and customer satisfaction. QFD was developed in Japan in the late 1960s and early 1970s as a way to enhance the quality of products and services. Our research involved a scientific literature review process, and the information analysis was facilitated using the Atlas ti software. We examined the benefits, drawbacks, and limitations of QFD, as well as some case studies of its application in different business processes. The conclusion drawn is that QFD is widely used to align products and services with customer needs, leading to improved satisfaction and cost reduction. While its implementation can be complex, it has demonstrated effectiveness and adaptability across various fields.