ABSTRACT
Quality Function Deployment (QFD) is essentially a method of “mapping” the elements, events, and activities necessary throughout the development process to achieve customer satisfaction—a techniques-oriented approach using surveys, reviews, analyses, and robust design all centered on the theme of translating the “voice of the customer” into items that can be measured, assessed, and improved. The design and development of food products is an area well-researched and, for the most part, well understood with a multitude of tools and techniques to assist with the product development process. Pioneered and developed in Japan in the early 1970s at the Mitsubishi Kobe shipyard, QFDs major thrust is to make sure that the voice of the customer is heard throughout the organization. QFD has been successfully used for a wide range of applications in service, manufacturing, and government organizations. A common theme among each definition is the customer; this includes the voice of the customer, customer requirements, and customer satisfaction.
