London Heathrow airport is one of the world’s business airport in terms of international passengers traffic in second in the world in total passengers traffic. This airport is an example for efficient utilization of resources, terrific operational strategy.

This is an operation strategy used to achieve high level of performance and quality. The three principal of TQM are

1) Customer satisfaction
2) Employee involvement
3) Continuous improvement in performance

The TQM Wheel

Ref

Quality Functional deployment (QFD) is very important process to covert the demand of the consumer in the quality of the product to deploy those quality constraints into the entire manufacturing process or on subset of the manufacturing process. Initially this method was used in manufacturing, but later adopted into the service sector and lot of FMCG companies, invented by Dr. Yoji Akao from Japan.

Steps involved

1) derive the customers requirements or need (Product Planning matrix write it in the left side as shown in figure below)

2) develop or improve product / service concepts to satisfies the requirement and also from company perspective (write it in the top as shown in the figure below)

3) evaluate the product / service concept to optimum, each customer is rated from 1 – 5 for each criteria

4) Consider competitor or current product / service for technical evaluation with customers requirements.

5) Impact and relationship with the customer requirement and product specification has to be noted(Interactions in the figure shown below)

6) Assign a relationship weight according to companies effective products feasibility, multiply with the customer rating to jolt down the main features.

7) Do a technical difficulty rating (1-5, 5 being difficulty and risky)

8 ) Analyze the matrix and develop strategy accordingly.

Use this QFD to work with.