Abstract
The article discusses the features and application of the technology of deployment of quality functions. The objective of the article is to present an efficient methodology allowing transport companies to make management decisions in the field of improving the quality of transport services provided to cargo owners. The technique was developed based on the House of Quality model (matrix) in the framework of the Total Quality Management (TQM) concept. Using logical, graphic, factorial, comparative, balance methods and considered technology the article describes in detail the structure and the procedure for constructing the House of Quality matrix within the process of analysis of rail transportation companies and focusing on the features and criteria of customer preferences in the field of rail freight transportation. Actual examples were used to show particularities of provision of rail transportation services. The developed technique and recommendations may be useful for transport companies to proceed with multiple factor analysis if their activity in the field of quality management, to assess efficacy and identify priorities while making decisions aimed at increasing quality of transportation services.
Highlights
В статье рассматриваются особенности и применение технологии развёртывания функций качества.
Рабочая команда организует важности потребности в продвижении фокус-группу для сравнения качества транспортной услуги, и поэтому она истранспортных услуг.
Также можно органи- пользуется вместе с уровнем значимости зовать анкетный опрос среди клиентов, для клиента и коэффициентом улучшения которые используют транспортные услуги в расчёте общего веса потребностей клиенанализируемой компании и компаний- тов.
Summary
В статье рассматриваются особенности и применение технологии развёртывания функций качества. Рабочая команда организует важности потребности в продвижении фокус-группу для сравнения качества транспортной услуги, и поэтому она истранспортных услуг.
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