Improve customer satisfaction by quality functions deployment: Case in Indonesian SMEs

This paper explores how the quality function deployment (QFD) is used to translate customer needs into technical parameters that will be controlled in the process and ultimately can produce products as customers expect. This research through field observations and brainstorming with representative employees to create house of quality and set recommendation actions. With strong support and commitment to complete actions, resulting in better product quality that shows a gradual shift in product quality from grade B to grade A means that operations are more reliable. Through QFD, it will be known what customers really want, which is the most important customer needs, what can be controlled in meeting customer needs so that customer needs can be met. This paper suggests several approaches and actions that can be of high value especially in the woodworking industries.