Success in the market place is very much dependent on the ability to translate satisfaction into product properties and to do it as early as possible in the product development process. This paper addresses this translation process and problems of linking customer satisfaction to the early stages of product development. In the present paper, quality function deployment (QFD) and a framework for linking internal quality and customer satisfaction are used as a theoretical basis for a case study from Volvo Car Corporation. The case study illustrates how QFD is used as a tool in the translation process and how Volvo by linking satisfaction to design in the improvement of the transmission system of the Volvo 850 achieved outstanding results.
Implementing satisfaction into design - the Volvo way
Implementierung von Zufriedenheit in der Konstruktion: Die Volvo-Art
1998
18 Seiten, 9 Bilder, 21 Quellen
Conference paper
English
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