Delivering customer value: The application of quality function deployment to demand-side management. Final report

Technical Report · Sat Feb 01 00:00:00 EST 1992

OSTI ID:10126889

George, S S; Leone, R A ^[1]

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1. Putnam, Hayes and Bartlett, Inc., San Francisco, CA (United States)

Quality function deployment (QFD) is a planning and communication tool used widely by manufacturing industries to translate customer needs into appropriate technical requirements for product development and manufacture. QFD provides a forum within which the often disparate functional activities of a company -- marketing, engineering, manufacturing -- can work closely together toward both customer-focused and technical aims. This report provides guidance in applying QFD to demand-side management (DSM) program design and implementation. The single most salient feature of QFD, in fact its primary goal, is to incorporate the ``voice of the customer`` (in QFD parlance) into the design process. QFD always begins with customer`s needs (e.g., budgetary concerns, comfort, convenience, etc.). Information about these needs is then linked to the product and service characteristics upon which customers base purchase and utilization decisions (e.g., electricity price level and structure, supply reliability, equipment efficiency and quality, and installation effectiveness). The ways customer needs relate to product/service characteristics are delineated in what is called the ``House of Value.`` This particular depiction of QFD is based on a 1988 Harvard Business Review article entitled ``The House of Quality.``

• Research Organization: Electric Power Research Inst., Palo Alto, CA (United States); Putnam, Hayes and Bartlett, Inc., San Francisco, CA (United States)
• Sponsoring Organization: Electric Power Research Inst., Palo Alto, CA (United States)
• OSTI ID: 10126889
• Report Number(s): EPRI-TR-100239; ON: UN92008903
• Resource Relation: Other Information: PBD: Feb 1992
• Country of Publication: United States
• Language: English

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29 ENERGY PLANNING
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32 ENERGY CONSERVATION, CONSUMPTION, AND UTILIZATION
99 GENERAL AND MISCELLANEOUS//MATHEMATICS, COMPUTING, AND INFORMATION SCIENCE
ELECTRIC UTILITIES
COMMUNICATIONS
CONSUMER PRODUCTS
SUPPLY AND DEMAND
QUALITY ASSURANCE
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ENERGY AUDITS
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SOCIO-ECONOMIC FACTORS
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SUPPLY, DEMAND, AND FORECASTING
EDUCATION AND PUBLIC RELATIONS