A methodology to measure the value of services provided to customers in manufacturing firms

Abstract

Purpose

The purpose of this paper is to illustrate a methodology which can be used: to establish clear customer needs/expectations, draw up a range of services in order to enhance customer satisfaction and to measure the real value of the services offered.

Design/methodology/approach

The proposed methodology is based on the quality function deployment (QFD) procedure but it is much more simple to implement.

Findings

The paper provides detailed information about how the proposed methodology works through an in‐depth case study discussion.

Research limitations/implications

The proposed methodology has been tested in a limited number of cases and has proved successful. It remains to analyse its more wide applicability.

Originality/value

Firms seeking to meet customer expectations and requirements with personalized, flexible and increasingly comprehensive solutions have to convert their product strategies into product and service strategies. The proposed methodology is a valuable tool to support this approach.

Citation

Panizzolo, R. (2008), "A methodology to measure the value of services provided to customers in manufacturing firms", Measuring Business Excellence, Vol. 12 No. 3, pp. 3-15. https://doi.org/10.1108/13683040810900359