Purpose – In this paper, the aim is to propose a framework for utilizing quality function deployment (QFD) and benchmarking in combination to chalk out an improvement plan that redesigns or modifies existing processes to a point where they consume the least amount of resources while imparting...

Customer satisfaction is a key issue for all organizations in both the private and public sectors. To survive, you must understand and provide what the customer wants. It is important to understand the entire chain of customers. The needs of each customer must be examined separately. Not only...

Purpose – The purpose of this article is to address ways in which customer satisfaction could be improved. Design/methodology/approach – In this article it is shown how the analytic hierarchy process (AHP) can be of use in making a choice between a number of alternative quality improvement...

Purpose – The paper aims to illustrate the results of a testing activity of a general customer satisfaction management model designed for online services provided by public administrations. Design/methodology/approach – The results are part of a wider research project, aimed at the...

Purpose: Process improvement in service industries, like the registration process in a hospital, can be achieved with the application of lean principles. In this specific case, lean principles were essential to analyze and improve patient satisfaction in a hospital in Montana. The clinics...