Developing New Services

Incorporating the Voice of the Customer into Strategic Service Development

Caroline M. Fischer, James T. Schutta

• Publisher: ASQ Quality Press
• Year: 2003
• Print ISBN:
  9780873895859
• eBook ISBN:
  9781636940526
• Topic: Business
• Subtopic: Customer Relations
• Index: Business

The voice of the customer has long been recognized as an important driver for successful businesses. Likewise, there is a great deal of information on the benefits of quality function deployment and how it can revitalize an organization. But little has been written that connects the two together effectively to create a full understanding and show a process for effectively integrating the two disciplines. This is the focus of Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development, which explains how to incorporate the voice of the customer into product and service development and uses the results to guide strategic planning for the organization. The book focuses on the service industries, providing expert examples from a variety of businesses such as healthcare, government, banking, education, and the hospitality industries. The authors' experience as seasoned consultants and instructors is evident in the many real-world examples, exercises, and figures. Developing New Services is ideal for managers who are responsible for developing and improving services, and is also an ideal textbook for management students.

Table of contents

• Cover
• Title page
• Copyright
• Table of Contents
• List of Figures and Tables
• Preface
• Chapter 1 Introduction
• Chapter 2 Voice of the Customer and Quality Function Deployment Overview
• Part IVoice of the Customer
• Chapter 3 Understanding Consumer Choice Decisions
• Chapter 4 Voice of the Customer
• Chapter 5 The Importance of Importance
• Chapter 6 Customer Competitive Analysis
• Part II Technical Requirements (QFD)
• Chapter 7 Technical Characteristics
• Chapter 8 The Critical Relationships
• Chapter 9 Technical Competitive Analysis
• Chapter 10 Technical Correlations and Trade-offs
• Chapter 11 Other Items to Consider in the Quality House
• Chapter 12 Matrices for Parts, Processes, and Supplier Needs
• Part III Strategic Applications
• Chapter 13 Using Your Results for Strategic Decisions
• Chapter 14 An Example: A Laundry and Dry Cleaning Service
• Chapter 15 Making the Business Case
• Chapter 16 Conclusions
• Appendix A Cause-and-Effect(Fishbone) Diagram
• Appendix B Designed Experiments
• Appendix C Tree Diagram
• Appendix D Benchmarking
• Appendix E Block Diagrams
• Appendix F The Malcolm Baldrige National Quality Award Process
• Appendix GANSI/ISO/ASQ Q9001-2000 and ISO/TS 16949
• Appendix H The Six Sigma Process
• Appendix I Answers to Chapter Exercises
• Additional References
• Index