Abstract
Purpose This paper presents the concepts and principles of quality function deployment QFD as they have been implemented by Ford company. The paper illustrates the essential linkages between external and internal customers to suppliers i.e. VoiceQualitySatisfaction Chains. Designmethodologyapproach The paper considers some of the details of changes that are occurring to support the Breakthrough in Quality. One of the key elements of the Ford Motor Company engineering quality improvements program EQIP within Europe has been the linking of some sevenquality tool techniques including QFD as the core link. For the purpose of improving QFD, it is both useful and rational to look at ways in which it can be linked to, or integrated with other quality tools. The Ford EQIP training process argues that QFD, within a customer focused engineering CFE process is a key tool in linking all other tools, through the QFD process itself. Findings The paper also looks at discussions on QFD linkages with other quality tools and processes. This sequence of QFD linkages to other single, or dual linked quality tools finishing with some engineering processes is particularly discussed. Among these are Pugh Concept Selection, Taguchi methods, experimentation, failure mode effects analysis FMEA, value management, quality benchmark deployment QBD and benchmarking, process management, statistical process control SPC, team oriented problem solving eight disciplines TOPS 8D, and systems engineering. Research limitationsimplications Although the manifestation of the Ford customer satisfaction process has been reviewed as the CFE QFD process within Ford of Europe, its adoption and awareness is still limited. As a result of this, it is critical to review the research topic of customer satisfaction with a focus on how Ford Motor Company as a whole approaches this key goal through the use of various marketing, sales and marketing research office MRO initiatives. Practical implications It discusses the various arguments and proposals that link together the end user customers voice to the internal customersupplier chains that act on the customer input and feedback to improve product quality and ultimately deliver higher end user satisfaction. Originalityvalue The paper concludes with a discussion of the use of QFD with other quality tools and processes, the role of QFD within total quality management TQM processes, and team working.