Characteristics of Quality Function Deployment


  • Simply a technique that keeps the companies focused on what is important to the customer;
  • A standardized approach to document and keep track of customer’s needs;
  • A technique to help neutralize the voice of the executives;
  • A process that force conversation about customers’ needs that typically would not happen later in the product development process;
  • A systematic tool on technique that supports the old adage: An ounce of prevention is worth a pound of cure;
  • A planning methodology that organizes relevant information helps companies make better decisions;
  • A technique that helps companies do the things they know they should be doing;
  • A systematic process that helps ensure that the voice of the customer doesn’t get lost in the product development process;
  • A formalized way to keep track of all of the customers’ needs and to make sure that the most important needs get special attention.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

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Policy Structures


One of the major purposes of organizations is to relate and coordinate individuals and groups separated by task and space. The authority structure helps accomplish this by defining, at least partially, who can tell whom to do what, and who has the authority to make what kinds of decisions and to take what actions. This authority structure is supplemented with a structure of explicit and implicit policies, procedures, methods, and rules, which channel and direct many decisions and actions.

A policy is a statement of intent that is made to guide others in their decision making without being so specific as to specify decisions. Theoratically, the top executives of any company, but especially the larger ones, necessarily determine policies that help guide the behavior of people within the organization. However, in fact, people at lower levels often have an important hand in fashioning policy. This happens in two ways. First, people at lower levels make recommendations to those at upper levels. Second, people in upper levels sometimes formalize policies to fit behavior patterns that have already emerged at lower levels. In the latter case, policy follows practice.

A frequent characteristic of policy statements is that they are vague enough to permit managers to select among specific decesions, depending upon the managers’ view of the specific conditions surrounding the decision.

In addition to policies, certain procedures and methods are usually designed to facilitate work. For example, there may be eight discrete steps in a particular work process, and a sequence established for each step. Step three might involve notifying two departments that the first two steps are completed. Such a suggested process is called a procedure. It tells people when they should do something. How they do it is the method they use. The method is formally prescribed in some cases and is left to the operant’s discretion in others. Anyone who fails to follow the prescribed procedures and methods is usually open to censure if problems result. Yet much of life in organizations involves evading required procedures and methods, or redesigning them, and again the reasons are usually people-problems rather than errors in the logic of the design of the procedures and methods.

Most organizations have rules and regulations to supplement policies, procedures, and methods. Rules and regulations say what one must do or not do and often specify penalties for infractions. “No one is to punch another’s third card” is an example. There are no ifs, ands, or buts about it. It says “no one,” period.

So there is a sliding scale from guides (policies) to suggestions (procedures) to requirements (rules and regulations). Nearly all organizations include the entire svcale, but different companies may vary widely in their relative emphasis upon various parts of the scale. At the less specific end of the scale, there is more freedom but less certainty, and the reverse is true of the more specific end. Knowing where a particular organization stands on the scale is thus important in understanding how it functions.

Furthermore, there is wide variability between organizational units (eg., research division versus accounting department) in the reliance placed upon or the attention paid to the policy structure.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, Line of Sight