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Quality Function Deployment And Proactive Quality Techniques Applied To University Lectures To Improve Student Feedback, Kenneth Witcher, Elena Navarro, Beverly Wood, Ian Mcandrew

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Lecturing and instruction to students at university has traditionally been based on qualifications, experience and position of academics within ones department or college. The higher the level and more advanced the subject then the most experienced lecturers are traditionally selected for that task. Visiting lecturers are never asked to teach basic mathematics or science, they are to share their experience and enlighten the students from a vast knowledge and history. This paper reviews and discusses Kano’s model with Quality Function Deployment related to customer satisfaction and compares if the traditional approach is in keeping with university practice. Furthermore, it argues …