Browsing School of Hotel Administration Collection by Subject "quality function deployment"
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(2009-01-01)This paper proposes an adaptation of quality function deployment (Qfd) for services, more specifically extended service transactions. We propose two modifications to service applications of Qfd. One is the inclusion of ...
(1998-01-01)[Excerpt] Even though a number of publications stress the usefulness of the house of quality, none of the well-cited articles shows an example of the complete QFD process. To successfully integrate the voice of the customer ...