Internal customer satisfaction improvement with QFD technique


Camgoz-Akdag H. , Imer H. P. , Ergin K. N.

BUSINESS PROCESS MANAGEMENT JOURNAL, cilt.22, ss.957-968, 2016 (SSCI İndekslerine Giren Dergi) identifier identifier

  • Cilt numarası: 22 Konu: 5
  • Basım Tarihi: 2016
  • Doi Numarası: 10.1108/bpmj-01-2016-0022
  • Dergi Adı: BUSINESS PROCESS MANAGEMENT JOURNAL
  • Sayfa Sayıları: ss.957-968

Özet

Purpose - The purpose of this paper is to employ quality function deployment (QFD) method for translating internal customer needs and expectations into appropriate service specifications to perform existing process assessments in relation to quality characteristics for increasing internal customer satisfaction.