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Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development

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Title: Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development
Author: Caroline Fisher and James Schutta
ISBN: 0873895851 / 9780873895859
Format: Hard Cover
Pages: 232
Publisher: ASQ
Year: 2003
Availability: Out of Stock
     
 
  • Description
  • Contents

The voice of the customer has long been recognized as an important driver for successful businesses. Likewise, there is a great deal of information on the benefits of quality function deployment and how it can revitalize an organization. But little has been written that connects the two together effectively to create a full understanding and show a process for effectively integrating the two disciplines. This is the focus of Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development, which explains how to incorporate the voice of the customer into product and service development and uses the results to guide strategic planning for the organization. The book focuses on the service industries, providing expert examples from a variety of businesses such as healthcare, government, banking, education, and the hospitality industries. The authors’ experience as seasoned consultants and instructors is evident in the many real-world examples, exercises, and figures. Developing New Services is ideal for managers who are responsible for developing and improving services, and is also an ideal textbook for management students.

Understanding Consumer Choice Decisions
Voice of the Customer
Customer Competitive Analysis
Technical Requirements (QFD) – The Critical Relationships
Using Your Results for Strategic Decisions
Making the Business Case

 
 
 
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