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...Notice these materials are for the exclusive use of participants further they protected by united states and international copyright law no reproduction is permitted without express written permission holder qfd in third millenium glenn mazur all rights reserved please contact author at fax email net www presenter h service consumer product specialist background japanese quality methods voice north america recipient akao prize senior grandmaster black belt institute icqfd univ michigan japan business consult we don t have any problems a clear strategy market growth know exactly what our customers want never change their minds products fulfill basic needs delight attract new lose to competition work as designed force accept tradeoffs make it on time budget sacrificing or functionality plants operations defect free development process should help organisations achieve goals highlight most important customer give us complete understanding both spoken unspoken create that clearly best clas...