Returning to the quality tools theme, QFD (Quality Function Deployment) is a technique and tool developed in Japan that is, in my opinion, much under-utilised in the West.  Continue reading


I Know a Man Who Can

A short while ago warning lights sprang up on my car’s dash, just an hour into a ten-hour journey.    The engine was still running fine, as far as I could tell, but I didn’t fancy ignoring the warning as that situation could easily change.  So I called the manufacturer’s support line and was put through to the AA (the UK’s Automobile Association, that is)! Continue reading

ServQual Gap 4

It’s easy to say yes to customers; say no and they’ll go elsewhere – so agree first and figure out the problems later.  It’s also easy to promise much in advertising literature.  However, what you tell your customers sets up their expectations of what they’ll get.  Gap 4 is the one between what you say you can do and what you can actually do: over-promising and under-delivering. Continue reading