Quality Improvement in Service Industry Using Voice of Customer Approach

Author(s): M. Shanmugaraja, K.S. Yokesh, C. Vasanthakumar

Abstract: Quality Function Deployment is a scientific approach for converting customer complaints into Critical-to-Quality characteristic. This concept is used as driver for improving the service quality in this paper. The application of this approach in an automobile service industry has identified predominant customer complaints. The information analyzed through house of quality matrix has shown that the technical ability of the personal has to be improved to provide better customer service.