QFD: A Tool for Managing Customer Satisfaction

Abstract

For the success of any organization, it is very important to understand the concept of internal and external customer. The desired results cannot be achieved unless internal and external customers are satisfied. Worldwide organizations are using QFD for assuring that the ‘voice of the customers’ is not lost in the noise of product development. In this paper a brief description of QFD has been given. QFD planning matrices have been customized for designing a course. Organizations are used as external customers to identify their requirements.