Quality Function Deployment (QFD) is a methodology for the development of features, attributes, or functions that give a product or service high quality. It is helpful in delivering quality products or services based on the Voice of the Customer (VOC). QFD is particularly useful in analyzing the data that have been collected and in facilitating the conversion of customer needs into product features, process characteristics and plans. In this Programme, one will learn, amongst other things: – Brief History & Principles of QFD – Understanding spoken and unspoken requirements of the VOC – How to translate key customer needs into product specifications – How to communicate these customer needs to each functional group