Purpose – The purpose of this paper is to promote successful application of quality function deployment (QFD) combined with quantitative techniques in service organizations. Design/methodology/approach – The paper assesses advantages and disadvantages of implementing the QFD method in...

Purpose – The purpose of this paper is to promote the integration of quality function deployment (QFD) with quantitative methods in an attempt to enhance its effectiveness and resolve issues like the failure of prioritizing customer requirements and determining proper importance levels....