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

Technical Report · Sat Feb 01 04:00:00 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
• Country of Publication: United States
• Language: English

Related Subjects

29 ENERGY PLANNING, POLICY, AND ECONOMY
290201
292000
32 ENERGY CONSERVATION, CONSUMPTION, AND UTILIZATION
320900
99 GENERAL AND MISCELLANEOUS
990100
COMMUNICATIONS
CONSUMER PRODUCTS
CONSUMER PROTECTION
DECISION MAKING
DESIGN
ECONOMICS
EDUCATION AND PUBLIC RELATIONS
ELECTRIC UTILITIES
ENERGY AUDITS
ENERGY CONSERVATION
ENERGY CONSUMPTION
MANAGEMENT
MARKETING RESEARCH
ORGANIZATIONAL MODELS
PLANNING
QUALITY ASSURANCE
SOCIO-ECONOMIC FACTORS
SUPPLY AND DEMAND
SUPPLY, DEMAND, AND FORECASTING
TECHNOLOGY UTILIZATION