The use of Quality Function Deployment as a management change interventio

The purpose of this study was to determine if the performance of The Management Team (General Managers and Directors, Managers Grade E-11 to E- 14, Section Managers, and Administrative Managers) would change as a result of the Quality Function Deployment survey feedback.;The Quality Function Deployment methodology is the analysis of the voice of the customer. (In this study the customer was identified as the internal customer, the non-management employees of the Motorola Inc., Radio Products Group located in Plantation Florida). Quality Function Deployment was designed to overcome the interpersonal behavior problems of committees and to improve the use of expert opinion through polling based on three conditions: anonymity, statistical display, and feedback of reasoning.;In 1954, Peter Drucker said, "Indeed, what the customer considers value is so complicated that it can only be answered by the customer himself. Management should not even try to guess at it--it should always go to the customer in a systematic quest for the answer" (Motorola, 1993, p. 8).;Quality Function Deployment is a systematic approach for planning and decision making within the product or service development process. It is driven by the specific needs and wants of a given customer segment.;In this study approximately 2,000 non-management employees were given a survey at two different points in time. Results were fed back to 206 managers after the survey was administered Time 1. The survey was then given Time 2. The results was compared between Time 1 and Time 2 using a z-test to determine significant change in The Management Group. The comparison was made on twenty questions grouped in five initiatives measuring communications, management behavior, rewards and recognition, and performance enhancement.