Defining Global Requirements with Distributed QFD

Obtaining valid data on customer needs and translating it into optimum product functionality is always a challenge, but especially so when the customers are geographically, culturally, and functionally diverse. Digital's Corporate Telecommunications Software Engineering (CTSE) used groupware techniques supported by the distributed use of Quality Function Deployment (QFD) to identify product features that meet customer needs. By linking engineers, customers, and product personnel from across the globe, CTSE redesigned the QFD model to optimize the use of local and global groups in defining product requirements. During one year, three software products, including Automatic Callback version 2.1, were defined using the Distributed Quality Function Deployment (DQFD) technique. Lessons learned from each interactive session were applied to continuously refine the approach to improving process. The critical follow-up steps after the DQFD ultimately determine the success or failure of the effort. THE CHALLENGE OF GLOBAL REQUIREMENTS Corporate Telecommunications is responsible for managing Digital's worldwide telecommunications resources including voice, video, and data networks. The engineering organization within Corporate Telecommunications develops tools, applications, and solutions to optimize the use of telecommunications services. Developing the right product for a customer depends largely on the accuracy of the requirements defined, which in turn depends on the approach used to gather information about the customer's needs. Traditionally in Digital's Corporate Telecommunications Software Engineering (CTSE), product managers have obtained customer requirements from various geographies by using electronic mail or electronic conferencing. This method was deficient in the delivery of a customer-focused product in several ways. o Input did not come from all the corporate geographies that used the product. o CTSE had no direct contact with the customer. o No data was available on the importance of customer