Risk and Change

Flip Session

M26 - Using QFD for Workforce Development

Monday, April 30
3:00 PM - 4:00 PM
Location: WSCC 615-617

Level: Basic

Division: Education Division

Quality function deployment (QFD) has been widely used in product and service development to translate the voice of the customer (VoC) into the design of a product or service. Just as customer requirements can change, workplace requirements also continually evolve to keep pace with the developing global market. To meet ever-increasing standards, organizations need to prepare employees through education and training for professional growth. This session provides a detailed case study illustrating the use of QFD in Six Sigma education and training. The VoC was captured through a survey that documented employees' learning styles and training expectations. QFD was then utilized to modify training using the VoC. The training was modified by carefully considering the requirements of all stakeholders, including those of the trainees, by providing a stronger overall learning experience that tailors the teaching methods to individual learning preferences. Results indicated that changes were beneficial to the trainees and helped their comprehension of Six Sigma training, while improving content retention and engagement.

Learning Objectives:

Elizabeth A. Cudney

ASQ Fellow, IAQ Academician, CSSBB, CQE, CQM/OE

Associate Professor
Missouri University of Science and Technology
Rolla, Missouri

Dr. Elizabeth Cudney is an associate professor in the Engineering Management and Systems Engineering Department at Missouri University of Science and Technology. She received her bachelor of science degree in industrial engineering from North Carolina State University, a master of engineering in mechanical engineering, a master of business administration from the University of Hartford, and a doctorate in engineering management from the University of Missouri–Rolla. In 2017, Cudney received the 2017 Yoshio Kondo Academic Research Prize from the International Academy for Quality for sustained performance in exceptional published works. In 2014, Cudney was elected as an ASEM Fellow. In 2013, she was elected as an ASQ Fellow. In 2010, Cudney was inducted into the International Academy for Quality. She received the 2008 ASQ A.V. Feigenbaum Medal and the 2006 SME Outstanding Young Manufacturing Engineering Award. She has published six books and over 65 journal papers. She holds eight ASQ certifications, which include ASQ Certified Quality Engineer (CQE), Manager of Quality/Organizational Excellence (CMQ/OE), and Certified Six Sigma Black Belt (CSSBB), among others. She is a member of the ASEE, ASEM, ASQ, IISE, and the Japan Quality Engineering Society (JQES).


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Belinda Chavez



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M26 - Using QFD for Workforce Development


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