Ankit Chouksey

Dr. A. Dalpati

Abstract

In the present scenario, the fitness industry is showing rapid growth.The possible reason behind it may include the factors in which people now adays are more concentrating on their fitness. These industries are facing unique challenges due to advancement in technology and increasing competition in the market. These problems forced them to implement new approaches in order to satisfy customer demands. The objective of this paper is to apply QFD at Gymnasium with respect to the services provided by them in order to satisfy needs and demands of customers. To evaluate the customer's voice about the services provided in the Gymnasium House of Quality is used. The voice of customers (WHATs) data was collected from members of Gymnasium through a questionnaire; whereas, the technical solutions (HOWs) were identified from experts of the fitness industries followed by developing the relationship between technical solutions with the Voice of Customer or customer requirements. Requirements are displayed in the form of matrix and house of quality for Gymnasium is built. Through QFD various suggestions can be made to the Gymnasium so that they can improve their customer satisfaction and can provide a competitive advantage to them.

Keywords- Quality function Deployment (QFD), House of Quality (HOQ), Voice of Customer, Gymnasium.