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QFD for Service Development a Case Study from Telia Mobitel
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0001-8278-1442
1997 (English)Conference paper (Refereed)
Abstract [en]

In this paper the application of QFD for service development is discussed based on a case study from a Swedish telecommunications company. The case study in the paper presented is, however, not a "QFD success story". Instead, it illustrates how Telia Mobitel (Telia) used QFD, what did not quite work out, and how they continued to work instead. Also, the paper provides brief introductions to some of the methods used for service design and for collecting the voice of the customer in a service design context

Place, publisher, year, edition, pages
1997.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-22760OAI: oai:DiVA.org:kau-22760DiVA: diva2:596514
Conference
the Third Annual International QFD Symposium, Vol. 2 (Eds, Gustafsson, A., Bergman, B. and Ekdahl, F.) IKP/Quality Technology and Management, Linköping
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2014-12-11

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