ANALYSIS THE QUALITY FUNCTION DEPLOYMEN (QFD): EXPLOITING OF THE VOICE OF CUSTOMER TO PRODUCT SERVICE QUALITY

Abstract

Quality Functional Deployment (QFD) analysis for manufacturing industry principally applies matrix approach, while the QFD analysis for service industry uses a combination between QFD and Service Quality Servqual) Dimensions to establish another approach namely Behara as house of Service Quality (HOSQ) Approach. The purpose of these approaches in analyzing the benefit, of the voice of costumer to create service at PT. Kereta Api Indonesia. Keywords: Quality Functional Deployment, service Quality Dimension, House of Service Quality.