6533b85dfe1ef96bd12bf0c3

RESEARCH PRODUCT

An Integrative Approach for Product Development and Customer Satisfaction Measurement

C. SeilheimerMartin WrickeI. VetterA. Herrmann

subject

Voice of the customerProcess managementCustomer advocacybusiness.industrymedia_common.quotation_subjectNew product developmentCustomer satisfactionQuality (business)BusinessProduct (category theory)Customer intelligenceQuality function deploymentmedia_common

description

As soon as the automotive industry in the western world countries recognizes that the outstanding performance of Japanese manufacturers is the result of a customer-oriented understanding of quality, the QFD approach became a famous instrument to achieve the product quality demanded by customers. Nevertheless this concept has its limits. In this article we suggest the extension of the QFD approach on the base of customer values and benefits.

yearjournalcountryeditionlanguage
1999-01-01
https://doi.org/10.1007/978-3-642-60187-3_53