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Customer Satisfaction Strategy of the College Considering Capital Budgeting  

Woo, Tae-Hee (Dept. of Industrial System Management, Seoil College)
Publication Information
Journal of the Korea Safety Management & Science / v.9, no.6, 2007 , pp. 113-122 More about this Journal
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
QFD; Customer Satisfaction; Capital Budgeting;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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