Abstract
The paper applies Gustafsson and Johnson's (1997) framework for bridging the quality-satisfaction gap to recent improvements in quality and satisfaction at Volvo Car Corporation. The framework integrates two leading approaches to improving quality and satisfaction—quality function deployment (QFD) and customer satisfaction modeling (CSM). The study illustrates how Volvo monitors customer satisfaction, uses this data to set priorities and improve product designs, and tracks the effects of these changes on subsequent satisfaction. The study also uses these framework to identify weaknesses in the current process and suggest improvements. This includes ways of making an already-complicated translation process more efficient and cost effective.
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