Developing New Services
eBook - PDF

Developing New Services

Incorporating the Voice of the Customer into Strategic Service Development

  1. 233 pages
  2. English
  3. PDF
  4. Available on iOS & Android
eBook - PDF

Developing New Services

Incorporating the Voice of the Customer into Strategic Service Development

Book details
Table of contents
Citations

About This Book

The voice of the customer has long been recognized as an important driver for successful businesses. Likewise, there is a great deal of information on the benefits of quality function deployment and how it can revitalize an organization. But little has been written that connects the two together effectively to create a full understanding and show a process for effectively integrating the two disciplines. This is the focus of Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development, which explains how to incorporate the voice of the customer into product and service development and uses the results to guide strategic planning for the organization. The book focuses on the service industries, providing expert examples from a variety of businesses such as healthcare, government, banking, education, and the hospitality industries. The authors' experience as seasoned consultants and instructors is evident in the many real-world examples, exercises, and figures. Developing New Services is ideal for managers who are responsible for developing and improving services, and is also an ideal textbook for management students.

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Yes, you can access Developing New Services by Caroline M. Fischer, James T. Schutta in PDF and/or ePUB format, as well as other popular books in Betriebswirtschaft & Kundenbeziehungen. We have over one million books available in our catalogue for you to explore.

Information

Publisher
ASQ Quality Press
Year
2003
ISBN
9781636940526
Topic
Betriebswirtschaft
Subtopic
Kundenbeziehungen

Table of contents

  1. Cover
  2. Title page
  3. Copyright
  4. Table of Contents
  5. List of Figures and Tables
  6. Preface
  7. Chapter 1 Introduction
  8. Chapter 2 Voice of the Customer and Quality Function Deployment Overview
  9. Part IVoice of the Customer
  10. Chapter 3 Understanding Consumer Choice Decisions
  11. Chapter 4 Voice of the Customer
  12. Chapter 5 The Importance of Importance
  13. Chapter 6 Customer Competitive Analysis
  14. Part II Technical Requirements (QFD)
  15. Chapter 7 Technical Characteristics
  16. Chapter 8 The Critical Relationships
  17. Chapter 9 Technical Competitive Analysis
  18. Chapter 10 Technical Correlations and Trade-offs
  19. Chapter 11 Other Items to Consider in the Quality House
  20. Chapter 12 Matrices for Parts, Processes, and Supplier Needs
  21. Part III Strategic Applications
  22. Chapter 13 Using Your Results for Strategic Decisions
  23. Chapter 14 An Example: A Laundry and Dry Cleaning Service
  24. Chapter 15 Making the Business Case
  25. Chapter 16 Conclusions
  26. Appendix A Cause-and-Effect(Fishbone) Diagram
  27. Appendix B Designed Experiments
  28. Appendix C Tree Diagram
  29. Appendix D Benchmarking
  30. Appendix E Block Diagrams
  31. Appendix F The Malcolm Baldrige National Quality Award Process
  32. Appendix GANSI/ISO/ASQ Q9001-2000 and ISO/TS 16949
  33. Appendix H The Six Sigma Process
  34. Appendix I Answers to Chapter Exercises
  35. Additional References
  36. Index