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Quality Function Deployment and Six Sigma: A QFD Handbook, Second Edition by Louis Cohen, Joseph P. Ficalora

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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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