Using QFD to Normalize a Culture of Innovation in an Engineering SME

This paper discusses the introduction of a formalized design process, Quality Function Deployment (QFD), into a small-to-medium sized company (SME) for the design and manufacture of an innovative ‘hybrid’ door. QFD, originally developed in large organizations, is a powerful link tool for capturing customer requirements and aspirations and evaluating how well these can be met or exceeded using product attributes. The extent to which the approach can be adapted to suit SME requirements and successfully embedded within such a company to promote a cultural shift in design thinking is not well understood. A strategic partnership was formed between Ulster University and a local engineering SME through the UK’s Knowledge Transfer Partnership (KTP) programme to design and bring to market an innovative door system. The QFD philosophy has been used to transform the in-house design process and to embed this new approach within the company. The problems and challenges encountered, such as training needs, cultural change, SME inertia, and the generalist nature of roles typical of an SME are explored and the success factors for successfully embedding the QFD approach are identified and explained.