Academic Planning Process to Integrate the Voice of the Customers Using Quality Function Deployment

Abstract

Quality Function Deployment (QFD) is one of the Total Quality Management (TQM) techniques which can be applied for process and design improvement. This paper explores the possible application of quality Junction deployment (QFD) to the design and improvement of an undergraduate Engineering program. To accomplish this, the institute must first identify its customers, understand their expectations, and then serve them in meaningful ways. It must ensure that the voice of the customer is incorporated into the design and the delivery of a product or service. The institute translates this voice into academic specifications that everybody in the school call understand and uses it to align its processes to meet the needs of its customers first time and every time. The use of QFD helps the institute to focus on priorities, provide better documentation and facilitate communication among everybody in the institute.