International Six Sigma Council - Six Sigma Professionals Registration Body

2014 Seminar 2

Topic:  Voice of Customer - The Fundamental of QFD for Achieving Customer Satisfaction 

We have invited Dr. Catherine Chan, the President of Hong Kong Quality Function Deployment Association on Thursday, 11 Dec 2014 to share with us how the Quality Function Deployment (QFD) deals with Voice of Customer (VOC) and plays an important role in quality planning and product design over the past 40 years.

Catherine established the Hong Kong QFD Association in 2009.  Catherine has studied and researched QFD for almost 10 years.  As an effort to introduce and promote QFD, Catherine has been actively holding workshops and conducting training seminars for educational institutions and companies of various industries in Hong Kong and South East Asia.  She is a certified QFD Black Belt and a committee member of the International Council of QFD.

The seminar was full house that night.  Dr. Chan shared with us how important is the Voice of Customer and meeting customer needs is fundamental to achieving customer satisfaction.  Dr. Chan explained to us how QFD applies in collecting, processing, and deploying the VOC to designing product and service features so as to meet the customer needs.

We would like to express our sincere thanks to Dr. Chan for her inspired speech.