5. QFD for Service
(3 Day Workshop)

About the Program:

This workshop is designed for professionals committed to driving the "Voice of the client" into their services. It will give you hands-on experience with QFD and its implementation, using examples geared toward the service environment.

Learning Objectives:

• Provide understanding and practice in the application of QFD.
• Give you an understanding of the fundamentals and latest developments of QFD.
• Prepare you to use QFD on your own application.
• Show you how to apply QFD through actual use.
• Ties the power of QFD with key elements of improving process.

Who Should Attend?

Anyone involved in planning, marketing, development, or implementation of services in a service company, or improving internal business processes.

Features & Benefits:

• This QFD Program is specifically tailored for Service businesses.
• Fosters a consensus-based environment for cross-functional teams.
• Common sense planning tools to improve existing services or create new services.
• Creates a "road-map" for teams to follow throughout the project.
• Provides methods to ensure market research funds are well spent.
• Keep teams in alignment by focusing on the most important client needs.
• Allows for early trade-off decisions when client needs are in conflict.
• Integrates many of the "tools" used for quality improvement (not discarding them)
  (e.g. Flowcharting, Pareto, Histograms, FMEA, Concept Selection, etc.).
• Documents service or business processes in an efficient manner for all to use.
• Ensures accountability for those responsible for providing the service.
• Provides an efficient & objective manner for measuring / evaluating service improvements.
• Have less "fires" when introducing new services and contingency plans when problems do arise.