This paper presents a literature review of quality function deployment (QFD) based on a
reference bank of about 650 QFD publications established through searching various …

The importance of customer requirement management in product development has been
well-recognized in both academia and industry alike. This article provides a comprehensive …

This study aims to develop a quantitative assessment framework for public bus operators to
translate the passenger demands into service quality specifications. The results of a …

Logistics and Supply Chain Management literature indicates that customer service
management has become a strategic issue for companies in the new millennium. By …

Quality function deployment (QFD) is a product development process used to achieve higher
customer satisfaction: the engineering characteristics affecting the product performance are …

Quality Function Deployment (QFD) is a powerful tool that translates the Voice of the
Customer (VoC) into the Engineering Characteristics (ECs), which are those that can be …

Quality Function Deployment (QFD) was conceived in Japan in the late 1960's, and
introduced to America and Europe in 1983. This paper will provide a general overview of the …

Purpose–The purpose of this paper is to promote successful application of quality function
deployment (QFD) combined with quantitative techniques in service organizations …

Today's consumers are increasingly rigorous in choosing products in terms of their demands
and preferences. To be competitive, businesses must design services that do not just satisfy …

Research on service quality and customer satisfaction has become significant in the service
industries. This study develops a case study that considers both external and internal …