July 2009
Intermediate to advanced
480 pages
12h 28m
English
book
Quality Function Deployment and Six Sigma: A QFD Handbook, Second Edition
by Joseph P. Ficalora, Louis Cohen
Content preview from Quality Function Deployment and Six Sigma: A QFD Handbook, Second Edition
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21. QFD in Service Businesses
This chapter explores some of the many and varied challenges seen in QFD and DFSS for service businesses. An extended case example is presented, including key Voice of the Customer (VOC) and Voice of the Business (VOB) details for a residential solar-power installation. An additional case, for an urban coffeehouse renewal, is also presented. These cases are meant to illustrate the varied manners in which the tools can be applied to service businesses, and will be helpful to sole proprietors. Remember that fantastic product and service results are always possible, with the right methods, tools, and deployment of customer voices into development. The keys to business success and a growth strategy need to be unearthed ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.