South Asian Journal of Management

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A Study on the Relationship between the Voice of Customer with the Cost of Quality in Processes of Professional Higher Education Institutions


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1 K J Somaiya Institute of Management Studies and Research (KJSIMSR), Vidyavihar (E), Mumbai 400077, India
     

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Voice of Customer (VoC) is derived from the words used by a customer to describe their expectations. Generally, customer expectations are vague and generic in nature. Quality Function Deployment (QFD) is a widely used technique for translating the voice (need) of the customer into product specifications and the production process. The estimate to the cost of quality leads to identification of improvement areas. Reduction in the cost of quality has direct bearing on the profitability of the academic process. This study delves into finding the relationship between the VoC and the corresponding Costs of Quality (CoQ) in the Operations of an academic institution. Most of the literature focuses on Total Quality Management (TQM) and the CoQ. However there is research gap in terms of the relationship between VoC and CoQ in the processes of professional higher education. Propositions for further study in this regard have been made.

Keywords

Cost of Quality (CoQ), Professional Higher Education, Quality Function Deployment (QFD), Total Quality Management (TQM), Voice of Customer (VoC).
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  • A Study on the Relationship between the Voice of Customer with the Cost of Quality in Processes of Professional Higher Education Institutions

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Authors

Rahul Mulay
K J Somaiya Institute of Management Studies and Research (KJSIMSR), Vidyavihar (E), Mumbai 400077, India
Vandana Tandon Khanna
K J Somaiya Institute of Management Studies and Research (KJSIMSR), Vidyavihar (E), Mumbai 400077, India

Abstract


Voice of Customer (VoC) is derived from the words used by a customer to describe their expectations. Generally, customer expectations are vague and generic in nature. Quality Function Deployment (QFD) is a widely used technique for translating the voice (need) of the customer into product specifications and the production process. The estimate to the cost of quality leads to identification of improvement areas. Reduction in the cost of quality has direct bearing on the profitability of the academic process. This study delves into finding the relationship between the VoC and the corresponding Costs of Quality (CoQ) in the Operations of an academic institution. Most of the literature focuses on Total Quality Management (TQM) and the CoQ. However there is research gap in terms of the relationship between VoC and CoQ in the processes of professional higher education. Propositions for further study in this regard have been made.

Keywords


Cost of Quality (CoQ), Professional Higher Education, Quality Function Deployment (QFD), Total Quality Management (TQM), Voice of Customer (VoC).

References