Customer Reviews

Designing Products and Services That Customers Want (Management Master Series)

5 star:		(1)
4 star:		(0)
3 star:		(0)
2 star:		(0)
1 star:		(0)

 

 

This pamphlet-size book is a fast-paced survey of tools and techniques for capturing the voice of the customer and using that voice to design products and services.

Some familiarity with TQM and quality techniques will be necessary to use this book effectively. The main focus of the book is quality function deployment (QFD), and this book serves as an introduction to this technique in its simplest form. For advanced practitioners this material may be too basic, but it does serve as a memory jogger. For someone new to QDF this is a great introduction, but the presentation is too brisk to discover the nuances and the true power of QFD.

The appendices contained brief overviews of the 7 quality control tools (from TQM), the 7 management tools, and 7 creativity tools, which, are memory joggers as are the other material in this book.

If you want a quick introduction to some powerful tools and are willing to dig deeper into them using other books and resources, or you are familiar with them and want a sourcebook of ideas this book is an invaluable aid. It's small enough to fit in a purse or briefcase, and valuable enough to have nearby at all times.