Quality function deployment: A customer-driven process to create and deliver value. Final report

Technical Report · Thu Dec 01 04:00:00 EST 1994

OSTI ID:71344

George, S S ^[1]

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1. Putnam, Hayes and Bartlett, Inc., Washington, DC (United States)

Quality function deployment (QFD) is a team-oriented decision-making process used by more than 100 US businesses and industries to develop new products and marketing strategies. This report provides a detailed description of QFD and case study examples of how electric utilities can apply QFD principles in creating successful marketing and demand-side management (DSM) programs. The five-stage QFD process involves identifying customer needs and using this information to systematically develop program features, implementation activities, management procedures, and evaluation plans. QFD is not a deterministic model that provides answers, but a flexible, pragmatic tool for systematically organizing and communicating information to help utilities make better decisions.

• Research Organization: Electric Power Research Inst., Palo Alto, CA (United States); Putnam, Hayes and Bartlett, Inc., Washington, DC (United States)
• Sponsoring Organization: Electric Power Research Inst., Palo Alto, CA (United States)
• OSTI ID: 71344
• Report Number(s): EPRI-TR--104663
• Country of Publication: United States
• Language: English

Related Subjects

29 ENERGY PLANNING, POLICY, AND ECONOMY
DECISION MAKING
ELECTRIC UTILITIES
LOAD MANAGEMENT
MARKETING
QUALITY ASSURANCE