Question

Explain Quality Function Deployment (QFD) and standardisation in Quality.

Answer 1

Explanation:

The five SERVQUAL dimensions are: TANGIBLES-Appearance of physical facilities, equipment, personnel, and communication materials. RELIABILITY-Ability to perform the promised service dependably and accurately. RESPONSIVENESS-Willingness to help customers and provide prompt service.

Answer 2

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In QFD, quality is a measure of customer satisfaction with a product or a service. QFD is a structured method that uses the seven management and planning tools to identify and prioritize customers' expectations quickly and effectively.