The linkages are really pretty straight forward (IMHO).
Quality Function Deployment (QFD) links the Voice of the Customer (customer
wants and needs are at the center of any valid TQM effort) to internal
metrics a.k.a. performance measures. It is these internal metrics and
performance measures that are plotted on SPC charts. And it is these same
metrics that show up in SD models.
To make another bold statement, if an internal metric isn't related to
customer needs, it isn't worth bothering about from an SPC or SD
perspective.
For an example of this linkage, take a look at the presentation by Tim
Fredel and Norm Wada at last years November conference in Boston. I know
they are on the program in S.F. this year...perhaps with an update.
Bob Klein |vocalyst@world.std.com | Identifying the
Applied Marketing Science, Inc. |Voice:617/684-1230 x121| Voice of the
303 Wyman St., Suite 205 |Fax: 617/684-0075 | Customer
Waltham, MA 02154 | |