A proposed framework for combining ISO 9001 quality system and quality function deployment

Paulo A. Cauchick Miguel (Universidade Nove de Julho – Uninove, São Paulo, Brazil)
José Celso Sobreiro Dias (Fundação de Ensino Octávio Bastos, São Paulo, Brazil)

The TQM Journal

ISSN: 1754-2731

Publication date: 2 October 2009

Abstract

Purpose

ISO 9001 certification assures that a company employs a quality system, which provides trust for the customers but this system does not assure the quality of the products. It is then necessary to apply other methods and tools to achieve the demanded quality. This paper aims to propose a framework for combining ISO 9001 requirements with quality function deployment (QFD).

Design/methodology/approach

A theoretical framework is developed followed by an empirical application. The framework consists of three components: quality assurance items, critical operational functions, and requirements of the ISO 9001: 2000 quality management system. The framework is then applied in a company that produces surge arresters.

Findings

Main results indicate that the proposed framework may assist in developing products and prioritising quality assurance items, critical operational functions, and ISO 9001: 2000 requirements. The empirical application provided an effective case of QFD full usage. In addition, the application was useful to the company not only for achieving a better organizational quality structure, but also for recording company knowledge through QFD.

Research limitations/implications

For more extensive empirical validation further replications among other samples are needed for external validation of the findings.

Originality/value

Although QFD is extensively explored in the literature, this paper is one of the few published studies that report and discuss the use of QFD with ISO 9001. In addition, the proposed framework may be useful for practitioners and academics, who deal with the subject of quality.

Keywords

Citation

Cauchick Miguel, P. and Celso Sobreiro Dias, J. (2009), "A proposed framework for combining ISO 9001 quality system and quality function deployment", The TQM Journal, Vol. 21 No. 6, pp. 589-606. https://doi.org/10.1108/17542730910995864

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Publisher

:

Emerald Group Publishing Limited

Copyright © 2009, Emerald Group Publishing Limited

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