Quality function deployment implementation on service sector

Abstract

In order to survive in the face of increasing competition, businesses need to plan and design the products they produce or the services they offer in a way that will meet the demands, needs and expectations of their customers. Quality Function Deployment (QFD) is a method that helps companies get to know their customers and respond to their needs and expectations as soon as possible. The basis of the method is to listen to the voice of the customers. The aim of this study is to reveal how QFD is applied in the retail industry. For this reason, one of the leading companies in the retail sector, the QFD process was tried to be applied and thus the validity of the QFD process in the selected business was examined. In line with the results, contributions were made to both the literature and the executive level.

Keywords

• QFD
• Retail
• Logistics

References

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