A QFD Application in Satisfying Customers' Exceptions in Higher Education
QFD is a comprehensive quality tool specifically aimed at translating customers ‘voices into operations requirement .This technique is applied not only in production operations , but also in service operations including education services. In this article service -based ...
| Main Authors: | , |
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| Format: | Article |
| Language: | fas |
| Published: |
Allameh Tabataba'i University Press
2004-08-01
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| Series: | مطالعات مدیریت بهبود و تحول |
| Online Access: | https://jmsd.atu.ac.ir/article_4770_770d70b04be312eee3e3c3a3f397e57c.pdf |
| Summary: | QFD is a comprehensive quality tool specifically aimed at translating customers ‘voices into operations requirement .This technique is applied not only in production operations , but also in service operations including education services.
In this article service -based quality function development
(QFD)methodology was applied in higher education at the State Management Training Center (SMTC).The first step was to gather the voices of customers (students). The voices of customers were then translated into service characteristics known as service elements . Findings of this research reveals that the most training requirements must be searched in course content , course structure , and professors of management training courses. |
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| ISSN: | 2251-8037 2476-5988 |