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 study is to investigate whether and how new ideas generated by customers can be used in a process of attractive quality creation. In addition, it aims to discover whether ideas identified as attractive early in the innovation process have certain characteristics...

Purpose – Kano's model is extensively applied in industry and by researchers. However, the model has a shortcoming in that enterprises cannot use it to evaluate the influences of quality attributes on product precisely; the lack of consideration of the different attribute strengths among 25...

Purpose The purpose of this paper is to focus on the application of quality function deployment (QFD) in a Housing Association (HA) located in the UK. Facing the problem of improving a company’s performance, practitioners and academics have fashioned and applied a variety of models, theories...

Purpose The purpose of this paper is to revise the Kano evaluation table and separating indifference attributes in order to develop satisfaction and dissatisfaction indexes. Design/methodology/approach The indifference requirements have been separated and reclassified, and after revising Kano...

Purpose – The purpose of this paper is the further development of an Excel-based integrated management system for the tool and cutlery industry regarding sustainability. The tool’s actual status allows integrating and implementing requirements considering work safety, environmental and...

Purpose The purpose of this paper is to uncover the customers’ concerns with the information disclosed in water services invoices and to analyse them with reference to the data quality dimensions usually proposed in the literature. In the context of services of general interest invoices are...