Application of QFD to the development of distance learning MBA services for universities in continuous operation

Since 1998 wide applications and ever increasing demand for the distance learning has already approved that synchronized learning environments are not simply the regeneration of traditional classrooms. To preserve and maintain the perceived value service providers are forced to assess and foster performance continuously concerning clients’ gratification. Objective. The purpose of this master thesis is to let course developers practice upon the usage of quality management decision tools. By finding out how QFD (Quality Function Deployment) could lead forth the advancement of the distance learning services with regards to pedagogical implications in collaboration with the other decision-making tool AHP (Analytic Hierarchy Process). In this paper e-learning process is analyzed in three dimensions of interactions; learner – learner interaction, learner – instructor interaction, learner’s self-interaction. Following the literature review of QFD and AHP methods questionnaire based survey is conducted to present the relational importance and prioritization of design elements according to the VOC (Voice of Customer). In conclusion final QFD relationships, matrices are introduced by the use of the rankings gained from the AHP inferences.