ISO 16355-1:2021 Application of statistical and related methods to new technology and product development process —Part 1: General principles and perspectives of quality function deployment (QFD)

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Application of statistical and related methods to new technology and product development process —Part 1: General principles and perspectives of quality function deployment (QFD)由ISO于2021-05发布，适用于世界范围。

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INTERNATIONAL STANDARD ISO 16355-1:2021(E)

Application of statistical and related methods to new technology and product development process —

Part 1: General principles and perspectives of quality function deployment (QFD)

1 Scope

This part of ISO 16355 describes the quality function deployment (QFD) process, its purpose, users, and tools. It does not provide requirements or guidelines for organizations to develop and systematically manage their policies, processes, and procedures in order to achieve specific objectives.

Users of this part of ISO 16355 will include all organization functions necessary to assure customer satisfaction, including business planning, marketing, sales, research and development (R&D), engineering, information technology (IT), manufacturing, procurement, quality, production, service, packaging and logistics, support, testing, regulatory, and other phases in hardware, software, service, and system organizations.

2 Normative references

There are no normative references cited in this document.

3 Terms a nd definiti ons

For the purposes of this document, the following terms and definitions apply.

3.1

quality function deployment

QFD

managing of all organizational functions and activities to assure product quality

Note 1 to entry: The organization is responsible for product quality and strives for it via defining, testing, building, commercializing, and supporting the product.

Note 2 to entry: Literal definition is that the “quality function” is “deployed” to all other business functions and departments who play a role in assuring quality and customer satisfaction.

3.2

voice of customer

VOC

communications from the customer

Note 1 to entry: The communications from the customer may be verbal, written, video, audio, animation, or other form and may be descriptive, behavioural, or ethnographic.

Note 2 to entry: Customer is defined in ISO 9000:2015, 3.2.4.

ISO 16355-1:2021(E)

3.3

customer need

potential benefit to a customer

Note 1 to entry: The benefit to a customer from having their problem solved, their opportunity enabled, their image (self or to others) enhanced, or being advanced to a more desirable state.

Note 2 to entry: The benefit is positively stated.

Note 3 to entry: The benefit describes a single issue.

Note 4 to entry: The benefit is independent of the product or features.

Note 5 to entry: A need may be explicit or latent.

Note 6 to entry: Customer is defined in ISO 9000:2015, 3.2.4.

3.4

functional requirement

characteristic that a product or service is specified to possess

Note 1 to entry: The characteristic could be an inherent performance of the product or an action that the product shall be able to accomplish. The manner in which the product accomplishes the action should not include specific mechanisms or internal procedures is not part of the functional requirement.

Note 2 to entry: Product is defined in ISO 9000:2015, 3.7.6.

Note 3 to entry: Service is defined in ISO 9000:2015, 3.7.7.

3.5

voice of stakeholder

VOS

communications from the stakeholder

Note 1 to entry: The communications from the stakeholder may be verbal, written, video, audio, animation, or other form and may be descriptive, behavioural, or ethnographic.

Note 2 to entry: Stakeholder is defined in ISO 9000:2015, 3.2.3.

3.6

customer gemba

location where true information is found

Note 1 to entry: Gemba is a Japanese word meaning the place where the truth is discovered. In Six Sigma, this usually refers to the shop floor where internal activities take place. In QFD for new product development, the new product does not exist yet, so the gemba changes to where the customer's activities or encounters take place.

Note 2 to entry: There may be no physical location, i.e. for eCommerce or some processes.

Note 3 to entry: Gemba visits help discover unknown requirements.

3.7

hoshin kanri

method for management and deployment of strategic organizational policy

Note 1 to entry: English translations include policy management, policy deployment, management by policy, and strategy deployment.

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