QFD-a starting point for customer satisfaction metrics

AT&T´s concept of QFD (quality function deployment) is described. The purpose is to measure and track customer satisfiers. QFD helps identify these attributes and rank them. QFD provides a structure to the front-end process. It is a systematic approach for identifying and ranking customer needs, translating those needs into product/service specifications, and tracking those customer needs throughout the product/service realization process. With the understanding of customer needs and priorities gained from QFD, AT&T is able to better define metrics and track the attributes important to its customer´s satisfaction