Enhancing quality in education: application of quality function deployment – an industry perspective

Abstract

Education is a service industry. It needs to adopt the techniques of other industries in measuring the quality of its services and the satisfaction of its customers. This paper reports on a study of educational institutes in India in terms of how well they meet the needs of local industrial customers. It involves the use of quality function deployment, and a range of statistical techniques, to design and analyze a questionnaire which results in a clear demonstration of a lack of satisfaction. The analysis also identifies those factors which should be specifically addressed to improve quality and customer satisfaction.