Pitman, Glenn; Motwani, Jaideep; Kumar, Ashok; Cheng, … - In: International Journal of Quality & Reliability Management 12 (1995) 6, pp. 63-72
Illustrates how quality function deployment (QFD) can be used to measure customer satisfaction in educational institutions. Specifically, utilizes QFD in evaluating the MBA programme at Grand Valley State University. The inputs for the QFDs were obtained through several brainstorming sessions of...