ABSTRACT
The learning objectives are to be able to design and coordinate quality management activities that support the product or service through its whole lifecycle from conception to disposal, supporting the various business functions involved in each part of the process. Normally, quality planning begins with the creation of a flow chart to determine the key points where there are likely to be quality-related issues. Some organisations have very sophisticated new product design processes involving what are referred to as ‘gateways’. Quality function deployment is a term used to describe the systematic application of a series of techniques for ensuring quality throughout each stage of the product or service development process, starting with market research, feedback on customer satisfaction and ultimate product disposal. The chapter discusses the stages in the service/product lifecycle and their role in the achievement of competitive quality products and services.
