QFD for Service Development a Case Study from Telia Mobitel

In this paper the application of QFD for service development is discussed based on a case study from a Swedish telecommunications company. The case study in the paper presented is, however, not a "QFD success story". Instead, it illustrates how Telia Mobitel (Telia) used QFD, what did not quite work out, and how they continued to work instead. Also, the paper provides brief introductions to some of the methods used for service design and for collecting the voice of the customer in a service design context