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Case Studies | Industrial Engineering | India | Volume 4 Issue 11, November 2015

QFD for the Motorcycle Service Quality Analysis and Improving Customer Satisfaction

Arvindakarthik K S | Mohan Kumar K K | Gokul Sangar E

Abstract: In the Total Quality Management (TQM) where quality function deployment (QFD) is used for converting customers language into technical language and it is the important tool for customers satisfaction. The effect of servicing performances which satisfaction a user is known as service quality. The resource and time allocation are wasted in service development because of the lack of proper estimation service quality attributes. The QFD attributes are customers needs, technical requirements, Correlation matrix, Ranking of customers language, Relationship matrix and Ranking of technical language. To identification the weak attributes are achieved through analysis of data which helps the organisation to measure their performance and accelerate the development of innovative services which are crucial to customers.

Keywords: Total Quality Management TQM, Quality Function Deployment QFD, Service quality analysis, Customer Satisfaction

Edition: Volume 4 Issue 11, November 2015,

Pages: 689 - 692