Using a Markov chain model in quality function deployment to analyse customer requirements

This study applies a Markov chain model in quality function deployment to analyse customer requirements from probabilities viewpoints. In reality, both initial and transition probabilities can be computed based upon customers' surveys by asking their past and present choices. For a decision maker, each customer requirement can be analysed as time goes by, and the changes for each technical measure can be closely examined from time to time. Moreover, when new customer's surveys are conducted and available, customer requirements and technical measures can be updated in a timely basis to reflect and fulfil the dynamic customer needs. Therefore, this proposed approach provides a decision maker to analyse and then satisfy both present and future customer needs early on such that a better strategy can be made based upon the most updated customers' surveys.