Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
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Customer Satisfaction Strategy of the College Considering Capital Budgeting

자본투자를 고려한 전문대학의 고객만족전략

  • Woo, Tae-Hee (Dept. of Industrial System Management, Seoil College)
  • 우태희 (서일대학 산업시스템경영과)
  • Published : 2007.12.30
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Abstract

Quality function deployment(QFD) is becoming a widely used customer oriented approach. The aim of this paper is to present an analytic method of quality function deployment that is to maximize customer satisfaction, using a customer satisfaction survey conducted in the college in Korea. Combining weights and satisfaction indices, "performance/important" diagrams are to develop and this grid can be used in order to identify priorities for decision making. Also, this paper shows a 0-1 integer programming model for maximizing customer satisfaction subject to a budget constraint in QFD planning process with case study.

Keywords

References

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