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- W2185429596 abstract "Your customer’s experience with your organization does not begin and end with a sale. Many other “encounters” occur during the promotion, sales, delivery, installation, service, support, and after market phases of the transaction. Customer needs during these encounters are all too often overlooked, yet can have a great impact on repeat sales and word-of-mouth advertising. Using customer needs gathered during the product development phase, we can use various cutting edge tools from Quality Function Deployment (QFD) to fulfill needs of other “encounters.” Basic tools and a case study, with step-bystep instructions, are given." @default.
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- W2185429596 date "1997-01-01" @default.
- W2185429596 modified "2023-09-24" @default.
- W2185429596 title "Close Encounters of the QFD Kind" @default.
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