• ABSTRACT Establishing customer requirements spans two steps in the planning for quality set forth by Juran (1988), those of discovering customer needs and expec_ations 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 :mprovement 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) ()
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  • 2016-06-24 ()
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  • Establishing Customer Requirements: An Instructional Analysis for Continuous Quality Improvement Training Design. ()


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