Performance Measurement of after–sales Services for Automobile service centers using Quality Function Deployment (QFD)

Rajesh Rathore; Dr.Devendra S. Verma

Volume : IV, Issue : VIII, August - 2015

Performance Measurement of after–sales Services for Automobile service centers using Quality Function Deployment (QFD)

Rajesh Rathore, Dr. Devendra S. Verma

Abstract :

Paramount important factor of an organization is customer satisfaction. Customer satisfaction can be achieved through different quality services to cater customer needs and expectations. In present scenario every organization has to give priority to the customer perceptions. The critical need for continual business development is to understand necessities of quality services and criticalities of performance measurement. Quality function deployment (QFD) is a tool which converts customer needs or Voice of customers into design consideration. The objective of this paper is to measure after–sales services performance of Automobile Service Center using Quality function deployment (QFD). QFD analysis determines and gives output performance result of critical technical characteristics of services