A system suggestion to improve the design of good and service with respect to customer expectations

It is getting necessary for the companies who facing with the developments inquality concept and developing competition conditions, have to product and designgoods or services by answering needs and expectations of their customers.Quality Function Deployment (QFD) which is firstly found in 1966, is the method ofa planning, improving and communication which targets to transfer customerwants and needs to characteristics of goods or services in the functional units ofthe organization.In this study, QFD is studied as a process in more details and introducedSERVQUAL and Content Analysis which are related to process. Implementationpart includes an application of QFD in a production company.