Please use this identifier to cite or link to this item: http://scholarbank.nus.edu.sg/handle/10635/133488
Title: Translating customers' voices into operations requirements: A QFD application in higher education
Authors: Hwarng, H.B. 
Teo, C.
Keywords: Customer orientation
Higher education
House of quality
Quality function deployment
Tqm
Issue Date: 2001
Source: Hwarng, H.B., Teo, C. (2001). Translating customers' voices into operations requirements: A QFD application in higher education. International Journal of Quality and Reliability Management 18 (2) : 195-225. ScholarBank@NUS Repository.
Abstract: In this paper we demonstrate how an institution in higher education can apply the three-phased, service-based quality function deployment (QFD) methodology to translate the voices of customers (VsOC) in stages into operations requirements. The emphasis is at the operational level. The translated operations requirements form the basis of operational solutions to delivering quality programmes and services in higher education. An institution can satisfy the VsOC by mapping out a clear action plan to achieve high quality standards. Three applications found in the Business School at the National University of Singapore are presented. Important managerial implications are drawn. © MCB University Press, 0265-671X.
Source Title: International Journal of Quality and Reliability Management
URI: http://scholarbank.nus.edu.sg/handle/10635/133488
ISSN: 0265671X
Appears in Collections:Staff Publications

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