Case Studies of Success
Systematic management approaches,
and in particular QFD, have been used
to transform management performance, and thereby organisation
performance, in a wide range of industries and business situations.
The case studies listed below provide brief snapshots of how
they have been used, and the results that they have brought about
(each is stored as an Acrobat pdf and is between 150 and 350
Kb in size):
Business Performance: Tells the story of how QFD was used
to help an ailing manufacturer (Fisher-Rosemount SAE) to achieve
benchmark performance - improving delivery performance by 140%.
Innovation: Illustrates the use of QFD in helping the management
of a research facility (Smith & Nephew GRC) to take systematic
perspective on performance, and thereby achieve a 40% productivity
Business Focus: Shows how a QFD based approach was used to
improve the coherence and performance of a disparate group of
largely independent service businesses (Siemens Shared Services).
Full Commitment: Provides an overview of how QFD was used
to design a new, business critical, organisation from scratch
(Emerson World Wide Supply Chain) using the experience, and building
the commitment, of its newly appointed staff.
Alliances Work: Tells how QFD was used to build a successful
virtual organisation between supplier and customer for the design
and implementation of an innovative retail computer system.
Project Management: Shows how QFD was used at a departmental
level (The Project Management Group at Smith & Nephew Woundcare)
to provide strategically important performance improvement for
the parent company.
Partnerships: Illustrates the use of QFD by a software company
(Microsoft) to dramatically improve the performance of strategically
important partnerships and thereby improve sales and customer
Business Performance: Complements the above case studies
by providing a brief overview of QFD and how it works.
All of these case studies have been extracted
from Managing by Design: Transforming
management Performance through QFD, and were supported by
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