Model development for customer satisfaction improvement projects through Quality Function Deployment(QFD)

Abstract

Traditionally, spending on the customer satisfaction was considered as an expense, but it could be an excellent investment opportunity for the company. In this paper, a model is developed for analyzing customer satisfaction improvement projects. Quality Function Deployment(QFD) process is incorporated in the model in such a way that different design levels are considered as distinct investment opportunities and different level of design characteristics is selected by its financial impact. The developed model analyzing customer satisfaction improvement projects provides not only a way of facilitating communications among the parties involved in the product/service development processes, but also generating good investment opportunities and allocating limited resources based on the financial criterion.