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Linking Customer Satisfaction to Product Design: A Key to Success for Volvo

Summary: [This abstract is based on the authors' abstract. A longer abstract is available on the journal's website]

A framework for bridging the quality-satisfaction gap is applied to recent improvements in quality and satisfaction at Volvo Car Corporation. The framework integrates two leading approaches to improving quality and satisfaction: quality function deployment and customer satisfaction modeling. It is shown how Volvo: monitors customer satisfaction; uses these data to set priorities and improve product designs; and tracks the effects of these changes on subsequent satisfaction. The framework also is used to identify weaknesses in the current process and to suggest improvements. This includes making a complicated translation process more efficient and cost effective.

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  • Topics: Product Development and Recall, Customer Satisfaction and Value, Quality Function Deployment
  • Keywords: Product development,Customer satisfaction (CS),Product design,Quality function deployment (QFD),Quality improvement (QI)
  • Author: Gustafsson, Anders; Ekdahl, Fredrik; Falk, Kurt; Johnson, Michael
  • Journal: Quality Management Journal