how the QFD process might be applied. Their main
theme is on the first phase of the QFD process, the
house of quality (HoQ). In some cases, the authors
have extended their analyses to an additional matrix
in which performance measures from the HoQ
matrix are deployed and assessed against features
of a product or service. In a few cases, the studies
have accomplished further analyses. In Japan,
where the QFD process originated, the majority of
its applications stop with the HoQ (Cohen 1995).
The four-phase QFD process application or adaptations
are very limited. Table 1 summarizes the QFD
process applications in the service industry. In this
paper, the conventional four-phase, manufacturingbased
QFD process has been modified slightly to
apply it to the hotel business.
how the QFD process might be applied. Their maintheme is on the first phase of the QFD process, thehouse of quality (HoQ). In some cases, the authorshave extended their analyses to an additional matrixin which performance measures from the HoQmatrix are deployed and assessed against featuresof a product or service. In a few cases, the studieshave accomplished further analyses. In Japan,where the QFD process originated, the majority ofits applications stop with the HoQ (Cohen 1995).The four-phase QFD process application or adaptationsare very limited. Table 1 summarizes the QFDprocess applications in the service industry. In thispaper, the conventional four-phase, manufacturingbasedQFD process has been modified slightly toapply it to the hotel business.
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