Document Type : Research Paper

Authors

• faraj - o laah rahnavard
• bagher abbaspour

Abstract

QFD is a comprehensive quality tool specifically aimed at translating customers ‘voices into  operations  requirement  .This technique   is applied not only  in production  operations , but also in service  operations  including education  services.
In     this     article      service     -based     quality     function      development
(QFD)methodology  was   applied    in   higher    education    at   the   State Management Training   Center  (SMTC).The  first  step  was  to  gather  the voices   of  customers    (students).   The   voices   of  customers  were   then translated  into   service   characteristics  known   as   service   elements    . Findings   of this  research   reveals   that  the  most  training   requirements must  be searched  in course  content  , course  structure ,  and  professors  of management training  courses.