4.A] Explain three types of QFD with examples.
Answer:
Quality Function Deployment (QFD) identifies and categorizes customer requirements into three types: normal, expected, and exciting. Here’s a breakdown of each type with examples:
1. Normal Requirements
- Description: These are the basic, essential requirements that customers explicitly state for a product or system. Meeting these requirements is necessary to satisfy the customer.
- Examples:
- Software Application: If customers request a word processor, normal requirements might include features like spell check, text formatting, and file-saving capabilities.
- Smartphone: For a smartphone, normal requirements might include a touch screen, call functionality, and a camera.
2. Expected Requirements
- Description: These requirements are implicit and fundamental to the product. While customers might not explicitly state them, their absence would lead to significant dissatisfaction. They are expected as a baseline for any product or service.
- Examples:
- Software Application: Expected requirements might include user-friendly interface design, reliable performance without crashes, and straightforward installation processes.
- Smartphone: Expected requirements might include ease of use, good battery life, and the ability to run standard apps smoothly.
3. Exciting Requirements
- Description: These are features that go beyond customer expectations and provide added delight. They are not anticipated by the customer but can significantly enhance user satisfaction when included.
- Examples:
- Software Application: Innovative features like advanced AI-powered text predictions or seamless integration with other apps can be exciting requirements.
- Smartphone: Features like a high-resolution multi-touch display or advanced facial recognition technology might be considered exciting requirements that pleasantly surprise users.
Summary:
- Normal Requirements: Essential features needed to meet basic customer expectations.
- Expected Requirements: Implicit features that, if missing, would cause dissatisfaction.
- Exciting Requirements: Additional features that exceed customer expectations and add significant value.
Each type of requirement plays a crucial role in ensuring a product not only meets but exceeds customer expectations.