Delighting the customer: quality function deployment for quality service design

Article Abstract:

Quality function deployment (QFD) helps corporations translate client needs into specific design and manufacturing outcomes to improve client satisfaction. The matrices that comprise QFD include identifying customer needs, service measures and characteristics, and management techniques. QDF improves responsiveness by focusing proactively on client needs early in the development process.

Production management

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Customer satisfaction index and its role in quality management

Article Abstract:

The Customer Satisfaction Index can help institutions develop effective quality management processes to improve business performance. This index includes economic behavior models, assessment of company and product satisfaction levels, incorporation of industry and nationwide indicators, comparisons of other firms and operational/outcome cause-and-effect relationships.

Business planning

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Missing the mark: a preliminary survey of the Scottish Charter Mark experience

Article Abstract:

Implementation of the Charter Mark award scheme in Scotland was unsuccessful for political reasons. The scheme was associated with a Conservative government, which may have created a backlash resulting in resistance. Although Members of Parliament plan to develop quality models and best value systems, Charter Mark has yet to be re-included in development efforts.

Scotland, Political aspects, Political planning

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