Every business every organization and every industry has customers, you always deal with them. Some of you have internal customers, while some have external customers and some have both, when you are working to determine what you need to accomplish, to satisfy or even delight your customers, then the tool of choice is quality function deployment or Qf t. This tool has many names. It is sometimes referred to as the voice of customer or as the house of quality or even as matrix product planning, decision matrices and customer driven engineering. Whoa, that's the whole lot of names for one tool. I hope all these names make sense