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Application of estimation method of customer’s satisfaction in enterprise focused on quality

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Author(s): M. Dudek-Burlikowska

Journal: Journal of Achievements in Materials and Manufacturing Engineering
ISSN 1734-8412

Volume: 47;
Issue: 1;
Start page: 83;
Date: 2011;
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Keywords: Quality management | Customer’s requirements | QFD method

ABSTRACT
Purpose: A new approach to the requirements of customers and customers strategy in enterprise have been presented.Design/methodology/approach: The possibility of application the Quality Function Deployment method are connect with better understanding the customer needs.Findings: At the present time the enterprises should integrate quality management system and strategy of enterprise with customer’s requirements. Such kind of activity will enable to achieve success for these companies.Research limitations/implications: Described quality methods can be employed in companies in the whole product life cycle.Practical implications: Quality Function Methods is a very important tool. This method should be employed in companies for a new product, production process and customer’s needs. Aim of QFD is identification of the affirmative features of product, of the range of interest in product on market and also definition of the method of accomplishments of these aims. The example of implementing QFD shows product design and development technique that compares the fit between customer needs and product features. Usage of this method allow to keep a customer focus, reduction in the product development cycle, increasing customer satisfaction, providing opportunities for cost reduction.Originality/value: Usage of Quality Function Deployment Method in polish companies have been presented. It helps define what the customer is really looking for in the way of market driven features and benefits.

Tango Jona
Tangokurs Rapperswil-Jona

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