Abstract:
Today’s customers are quality concerned. For a manufacturer or service
provider, it is really a challenge to tune up their product or services with all desirable
or even unseen qualities. The paper focuses on the application of quality function
deployment on a typical service through designing the house of quality matrix.
Demanded qualities are captured by using a questionnaire survey designed in a semi-
structured way on the basis of Likert’s 5-scale technique. As customers drive
manufacturers or service providers to add values, proper care has been given to grab
their reactions and then the requirements have been put into the HOQ (House of
Quality) that ultimately gives us the solution. The findings are very straightforward.
The paper seeks the answer of how a service provider can ensure more customer
satisfaction. Customer requirements are prioritized with the technical descriptors to
satisfy them in a more focused way. The method is practically applicable to any
type of service or manufacturing companies. If you take care of your customers, they
will take care of you. Let your customers know that you are listening to them and
giving proper feedback.
