QFD and Mind Games
Having being introduced to QFD in class today, i thought to myself that it feels like a game of chess (much thought and strategy) well I guess there is much to QFD than it actually meets the eye. QFD is like a game of sensitivity, response, commitment, foresight and drive to meet our customers’ needs way before the customers realise they even need them.
Trying to relate QFD to a football match where teams compete to thrill their fans and also win a cup. The fans are the customers and the teams represent the organisation. Before a coach can send his team out there, they prepare the team comprising of their finest players and have a strategy or formation that would help them ‘wow’ their audience. This applies to organisation to before they launch their product.
The truth of the matter is Customers don’t really know what they want precisely. As a customer myself when mobile phones were first launched, i felt life couldn’t be any better. After, came the launch of the QWERTY keypad mobile phone and am like ‘wow I didn’t know I needed this, now i can type my messages faster’ (am sure most people felt this way too). If they asked me for a customer feedback then on mobile phones without a QWERTY keypad i would have not given a precise feedback that i want a phone with a QWERTY keypad i can only hint them of my needs. This is where the importance of QFD comes to play i see customers feedback as an hint not an answer so QFD help organisation to analyse and find answers to the voices of customers amongst the feedback . i guess this is how ‘Apple’ have been able to keep our credit card out of our pocket for so long.
QFD provides an organisation with a magnifying glass that helps them to have a better understanding of their customer’s needs, product design, competition and their processes.