Prof. Neha Patkar

Dr. R. C. Gupta

Dr. M.D. Mahajan

Abstract

This paper presents an approach to review perspective of Quality function deployment (QFD) and its potential area for design and development. Every company must stay constantly alert and responsive to its customer's continuing changing wants and need to survive in today's global competitions. There is obvious gap between what's of customer and how's of designer. QFD is one of the technique that can bridge the gap and help translate customer what's to how's. The survey is being conducted at various locations to get Water Cooler users requirements by using a structured questionnaire and these are translated into design characteristics in the progression of QFD stages. A water cooler is a device that cools and dispenses water. Gemba (where the product is actually used) is the true source of information. So I have visited water cooler users at various places to capture their requirements. A comparative importance was recorded through a questionnaire consisting of 15 questions related to water cooler performance and factor affecting it. In this research relative weight for different VOC and technical descriptors were calculated. Higher relative weight show the area where engineering efforts needs to be concentrated. The result of deployment of VOC has been discussed and the study pointed out the direction of effort to make significant improvement in water cooler performance for greater customer satisfaction. QFD method provides solution to understand the changing demand of fast changing world..

Keywords- Customer Requirements, Voice of Customers, Technical Characteristics, House of Quality, Deployment of VOC, Water Cooler