Service by Design
Service by Design
Using QFD to understand service and service quality
- Publication:
- Quality Progress
- Date:
- January 2025
- Issue:
- Volume 58 Issue 1
- Pages:
- pp. 38-45
- Author(s):
- Feng, Yongchang, Lin, Lifang
- Organization(s):
- EnjoySoft Quality Digitalization Academy, Shanghai, China
Abstract
Typically, quality function deployment (QFD) is used to design and improve physical products. But it also can be used in the service industry to increase customer satisfaction through process design. The authors use an example of a café to show how QFD can be used to design, improve and measure characteristics important to the customer.
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