Customer‐driven breakthroughs using QFD and policy deployment

Abstract

Achieving breakthrough improvements and ongoing organisational learning in complex and dynamic situations requires systematic management processes for logical, customer‐driven and team‐based planning and implementation, such as Quality Function Deployment (QFD) and Policy Deployment (PD). QFD is a rigorous approach to customer research, market positioning and strategic planning, whereas PD provides a disciplined approach to policy deployment and progress control. The combined approach was recently used for planning industry research and development in the Australian beef industry.

Citation

Walker, M. (2002), "Customer‐driven breakthroughs using QFD and policy deployment", Management Decision, Vol. 40 No. 3, pp. 248-256. https://doi.org/10.1108/00251740210420200