Article1995

QFD application in an educational setting: a pilot field study

Glenn A. Pitman · Jaideep G. Motwani · Ashok Kumar · Chun Hung Cheng

88 citations0/0 files storedInternational Journal of Quality & Reliability Management

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Quality Function Deployment in Product Design Customer Service Quality and Loyalty Management Systems and Quality Improvement

Abstract

Illustrates how quality function deployment (QFD) can be used to measure customer satisfaction in educational institutions. Specifically, utilizes QFD in evaluating the MBA programme at Grand Valley State University. The inputs for the QFDs were obtained through several brainstorming sessions of MBA students, faculty members, administrators, and business people. The preliminary results of the pilot field test show that QFD is a very useful tool in ascertaining customer desires, prioritizing them, and directing organizational resources towards customer satisfaction.

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References

1988The House of Quality 1993The Voice of the Customer 1993ON HOW TO PRIORITIZE DESIGN REQUIREMENTS DURING THE QFD PLANNING PROCESS

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