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ERIC Number: ED375165
Record Type: Non-Journal
Publication Date: 1994-Apr
Pages: 25
Abstractor: N/A
Reference Count: N/A
ISBN: N/A
ISSN: N/A
Establishing Customer Requirements: An Instructional Analysis for Continuous Quality Improvement Training Design.
Gallagher, Jo D.
Establishing customer requirements spans two steps in the planning for quality set forth by Juran (1988), those of discovering customer needs and expectations and translating them into the language of those responsible for meeting the needs. The need for training was documented in a large, decentralized service organization through qualitative analysis of data from a sample of 98 problem-solving team members. Stratified snowball sampling combined with three qualitative data gathering methods identified the tasks and flow of this portion of the quality improvement process. It is concluded that: (1) implementation of any quality improvement process cannot be taken for granted once the basic concepts and problem-solving tools have been learned; (2) establishing customer requirements is essentially the same with internal and external customers; (3) establishing customer requirements extended and customized quality function deployment (QFD); (4) QFD extended the process for establishing requirements by adding options as it informed the instructional analysis; and (5) processes of task and instructional analysis are in themselves QFD. Two figures illustrate the discussion. (Contains 9 references.) (SLD)
Publication Type: Reports - Research; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A