Please use this identifier to cite or link to this item: http://scholarbank.nus.edu.sg/handle/10635/62966
Title: A study of the sensitivity of "customer voice" in QFD analysis
Authors: Xie, M. 
Goh, T.N. 
Wang, H. 
Keywords: Analytical Hierarchy Process
Customer Voice
House Of Quality
Prioritization
Quality Function Deployment
Sensitivity Analysis
Issue Date: 1998
Source: Xie, M.,Goh, T.N.,Wang, H. (1998). A study of the sensitivity of "customer voice" in QFD analysis. International Journal of Industrial Engineering : Theory Applications and Practice 5 (4) : 301-307. ScholarBank@NUS Repository.
Abstract: Quality Function Deployment (QFD) using the method of House of Quality (HOQ) is a qualitative tool to help the management incorporate customer requirements into the product and process development. In the analysis of HOQ, a small difference of the weights of the customer requirements may affect the result of the HOQ, which then influence subsequent outcomes such as the prioritization and allocation of resources. On the other hand, it is usually difficult, if not impossible, to obtain accurate information about the customer needs. In this paper, a more formal study is carried out to examine the sensitivity related to customer needs. The Analytic Hierarchy Process method (AHP) is used to obtain the relative importance of the customer voice. An example is presented to illustrate how to conduct a sensitivity analysis. In general, the ranking is not sensitive to customer voice as the discrete weightage used for the correlation matrix. Significance: A small change of the weights is shown not to affect the final ranking of the technical responses in the HOQ; hence QFD is a robust method for prioritization. The result suggests that we can spend more time with the relationship metrics and other issues when using QFD.
Source Title: International Journal of Industrial Engineering : Theory Applications and Practice
URI: http://scholarbank.nus.edu.sg/handle/10635/62966
ISSN: 10724761
Appears in Collections:Staff Publications

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