QFD: solving the fuzzy front end of strategy

Catherine P. Killen, Mike Walker, Robert Hunt

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review


The development and implementation of an organisation's vision and mission and the strategy to achieve them is a major focus of Quality Management and Organisational Development. The first step in this process requires an understanding of the organisation's customers and markets. Most approaches to strategy are very weak on this "fuzzy front end". However, the use of customer outcomes and natural segmentation along with Quality Function Deployment provides a coherent methodology that has been successfully applied to strategy development.
Original languageEnglish
Title of host publicationProceedings of the 15th International Symposium on Quality Function Deployment
Place of PublicationMonterrey, Mexico
PublisherTecnologico de Monterrey
Number of pages10
Publication statusPublished - 2009
EventInternational Symposium on Quality Function Deployment (15th : 2009) - Monterrey, Mexico
Duration: 22 Oct 200923 Oct 2009


ConferenceInternational Symposium on Quality Function Deployment (15th : 2009)
CityMonterrey, Mexico


  • QFD
  • strategy
  • outcomes
  • segmentation
  • innovation


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