Brian Hwarng, H.; Teo, Cynthia - In: International Journal of Quality & Reliability Management 18 (2001) 2, pp. 195-226
In this paper we demonstrate how an institution in higher education can apply the three‐phased, service‐based quality function deployment (QFD) methodology to translate the voices of customers (VsOC) in stages into operations requirements. The emphasis is at the operational level. The...