ABSTRACT
Dr. Suh’s work presents a very logical progression of how you get from a customer requirement to a critical process variable, the performance of which has to be optimized and reliable over time if there is any chance of performance excellence. (See Figure 28.1.) Suh’s progression says that first you have to identify your customers’ needs and requirements using a tool like Quality Function Deployment (QFD) or some combination of effective means. But now you have to convert these customer requirements into functional requirements, because teams of people don’t develop customer needs; they develop the functions that meet the customer needs.
