Developing House of Quality by integrating top roof and side roof matrices and service TRIZ with a case study in banking services

Arash Shahin, Elham Bagheri Iraj and Hossein Vaez Shahrestani

Year of publication:	2016
Authors:	Shahin, Arash ; Iraj, Elham Bagheri ; Shahrestani, Hossein Vaez
Published in:	The TQM journal : the international review of organizational improvement. - Bingley : Emerald Group Publishing Limited, ISSN 1754-2731, ZDB-ID 2409387-7. - Vol. 28.2016, 4, p. 597-612
Subject:	Service quality \| Quality function deployment \| Customer satisfaction \| Bank service \| Side roof matrix \| TRIZ \| Non-technical contradictions matrix \| Dienstleistungsqualität \| Kundenzufriedenheit \| Qualitätsmanagement \| Quality management \| Bankgeschäft \| Banking services \| Bank

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