Purpose Recognizing the fundamental role of quality as a means to differentiate service organizations, the purpose of this paper is to propose a strategic decision making framework for service organizations, which prioritizes performance improvement strategies that are rooted to customer...

Purpose – The purpose of this paper is to propose a quality function deployment analytic hierarchy process (QFD‐AHP) framework to improve quality and competitive positioning within the financial services context. The applicability of the model is demonstrated through a case study....

Purpose – The purpose of this paper is to stimulate interest in the use of the Common Assessment Framework (CAF), a self-evaluation quality tool for the public sector, to disseminate relevant experiences from CAF implementation in Europe, to offer ideas about CAF optimization and to provide a...