QUALITY FUNCTION DEPLOYMENT TO IMPROVE QUALITY OF SERVICE
Suhardi, Agatha Rinta
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This paper is a study to analyze the implementation of Quality Function Deployment to improve quality of service. The purpose of this paper is to analyze an overview assessment of the performance of the company compared customers expectations so that they can know the important things that are repaired by the company to improve the quality of service to its customers. Method approach with descriptive analysis on the implementation of Quality Function Deployment includes product, price, people, processes and physical evidence to improve quality of service. Companies need to implement Total Quality Management through the house of quality in order to provide quality service to the customers. Service attributes that companies provide is considered very important for the customer, so the nonoptimal service make a non loyal customers.