QFD method in the generation of geoinformation technical requirements: a case in the Amazon

The typical electrical company in Spain is at present surrounded by an environment of progressive liberalization in the sector, where quality has become a key factor in competitiveness. In order to improve its quality the company needs to be aware of the expectations of its customers and how to satisfy them. In this article, the key processes of the Distributing and Retailing companies of the Spanish electrical sector are defined, identifying internal quality indicators associated with the expectations of the final customer. The objective of this work is to provide the companies that distribute and commercialize electrical energy with a methodology that allows them to identify the focal point of their organization. This should also determine on which processes, customer service channels, or other services they should concentrate in order to satisfy their customers' expectations, while continuously improving quality. The QFD method (Quality Function Deployment) is applied in order to correlate the expectations of the customers and the internal indicators of these processes. We have taken as a starting point the results of a study on the expectations of customers of the company Endesa, which represents approximately 40% of the electrical market in Spain. The opinions of ten experts of the same company have supplied the basis for the correlation of the expectations with the indicators of the basic processes. The results lead to improvements in the basic processes.

QFD is a methodology , which establishes a relationship between product descriptor & customer expectation.It is also determine products sale ability and carryout it to a high liable during the process.In this study, QFD methodology was implement in the plumbing services such as PVC plumbing and cast iron plumbing.This study is an effort to try to develop the awareness & importance of plumbing services and its utilization in productive manner among the people.The aim of this study is to use the better plumbing services as per customer requirement, we observed some functional problem.In the first step which is developed by customer voice the relationship which is customer requirement and technical description is determine by QFD and finally calculation all item are evaluated.

Maps under the global condition: a new tool to study the evolution of cartographic language

Efficiency of Cartographic production for Decision-making

Purpose – Delighting customers by pleasant surprises is a common strategy, yet the potential downside of such a strategy (i.e. raising customer expectations) has received scant attention. The purpose of this study is to examine the role of explanations as a solution to control customers ' expectations following a surprise-delight event. Design/methodology/approach – Hypotheses were tested with a 2 (surprise)×2 (explanation) between-subjects experimental design in two different service contexts (utilitarian and hedonic). University staff and faculty members served as the participant pool. Findings – The results indicate that providing an explanation helps to avoid raising customer expectations to unsustainable levels and enhances customer delight. Research limitations/implications – Using hypothetical scenarios, single test for each context, and having the participants with high educational and income levels are identified as limitations in this study. Practical implications – This study demonstrates that providing appropriate explanations can reduce escalating expectations for future consumption episodes and thus help service firms to effectively delight their customers. Originality/value – This is the first empirical study to test the use of explanation as a possible solution for problems associated with surprise strategies, therefore extending the relevant literature.

The Map Reader

The Status of Legal Entity State Higher Education (PTN-BH) at the Institut Teknologi Sepuluh Nopember (ITS) gives full autonomy to the management of higher education. For ITS to be able to innovate in exploring revenue generators, Business Development and Management Agency (BPPU) was formed which functions to raise, manage funds, and develop business units. Professional cooperation as one of the most dominant ITS business unit in contributing ITS revenue. BPPU as the administrative center for professional cooperation services always try to provide excellent service, but there are still complaints about these services related to speed and accuracy. To analyze the level of quality of professional cooperation services, this research uses the Servqual, Importance-Performance Analysis (IPA) and Quality Function Deployment (QFD) methods. Servqual is used to analyze the gap between perception and customer expectations. The IPA method is used to measure the performance satisfaction expected and received by customers. And the QFD method is used to design priority strategies for improving service quality according to customer desires and technical capabilities by internal managers of professional cooperation. Servqual analysis results show the greatest gap between the perception variable and customer expectations, namely Em1 (understanding specific needs), Em2 (clarity of procedure), Rs2 (responsive service capability), and As3 (accuracy of cooperation services management). The results of the IPA analysis show that the variables in the quadrant A are the same as the results of Servqual Analysis which also have high priority to be handled, namely Em1, Em2, Rs2, and As3. In QFD analysis, these variables become customer requirements (whats) associated with technical responses (hows) obtained from internal BPPU management, and according to the house of quality diagram, the priority sequence of technical response is obtained, the priority of the technical response can be applied internally by BPPU so that FGDs are carried out, with the hope that a strategy for improving service quality can reduce complaints from professional cooperation customers.

In the multi-barrier approach that the water industry uses to protect public health, distribution systems are a vital link between water utilities and their customers. The more customers a system has, the more it can spread out costs and improve services, yet every customer expects to receive a safe, continuous water supply throughout the distribution system. In addition to minimizing system leaks and managing demands, water systems can do a lot to publicly reinforce the importance of the pipes that deliver safe drinking water to their community's homes and businesses. This month's Journal AWWA touches on a wide range of topics involving water distribution, starting with how utilities can help customers optimize their water use by implement measures that lower their bills. Various incentives can be “stacked” to extend the savings, and as our cover story highlights, the Metropolitan Water District of Southern California has worked diligently with its member agencies and retail agency customers on an approach that allows co-funding flexibility, ensures rebate accuracy, and maintains good results with consumers. Collaborating to improve water conservation allows utilities to help all customers, and it can better address water use efficiency in specific sectors like disadvantaged communities and for large water users. Another article this month focuses on how utilities can better establish and meet levels of service (LoS) within their asset management programs. Different metrics can improve overall service, especially those focused on customer expectations, organizational goals, and technical capabilities. For example, a utility may look at breaks in its distribution system and chart a course to lower the break rate from 15 to 10 breaks per 100 miles of pipe per year. As their experience with this framework grows, utilities can optimize their LoS to maximize resources so they better meet customer expectations and support life cycle decision-making. Further to water system asset management, another article this month explores how advanced analytics, particularly machine learning, can provide more accurate break predictions for water distribution systems. By improving these estimates, utilities can better plan spending on pipe replacement and better prioritize which pipes to replace. Machine learning models present a great opportunity to save money by creating a proactive pipe replacement plan that identifies the right pipes to replace at the right time. Distribution systems may be out of sight, but they are never out of mind for water professionals. If you have innovative projects or sustainable approaches that could benefit the water industry, please consider writing an article for Journal AWWA by contacting me at [email protected].

This study aims to analyze the problem and produce alternative proposals in increasing customer satisfaction at PT. Mentari Trans Nusantara in Sidoarjo. The analytical tool used is tabulating the questionnaire, collecting data in the form of validity testing and reliability testing. The hypothesis in this study is that there is an Analysis of Service Quality on Customer Satisfaction. The method used is the Servqual and QFD methods. The Servqual method is used to determine the extent to which the gap between customer perceptions and expectations ha an impact on the realization of customer satisfaction. QFD method is used to clarify to make improvements. The results of this study indicate that the service variable attributes that do not meet customer satisfaction are the dimensions of reliability and the value of the level of satisfaction, namely: employees provide maximum service to customers, employees are able to resolve complaints faced by customers, package delivery which is always done quickly and on time, employees have the knowledge to answer customer questions, and the timeliness of service is in accordance with the promises given.

Purpose – The aim of this study was three-fold: first, to develop an instrument to evaluate food and beverage service quality in spa hotels; second, to identify aspects of food and beverage service quality of which customers had the highest expectations, i.e. the key dimensions of food and beverage service quality in spa hotels; third, to measure customer perceptions of the spa hotels in this study and to identify those dimensions with the largest gap between customer expectations and perceptions. Design/methodology/approach – A self-administrated questionnaire was distributed to 331 customers at four different spa hotels in Balikesir, Turkey. Exploratory and confirmatory factor analysis was used to identify service quality dimensions. Cronbach Alpha indicated the reliability of the factors identified. Customer expectations, perceptions and gaps between expectations and perceptions for each dimension were measured. Findings – Factor analysis revealed six quality dimensions: “assurance and employee knowledge”; “healthy and attractive food”; “empathy”; “tangibles”; “responsiveness of service delivery”; “reliability”. Customer expectations were highest for “tangibles” and “assurance and employee knowledge”. The largest gaps between perceptions and expectations were for “healthy and attractive food” and “tangibles”. Practical implications – Key dimensions for food and beverage service quality in spa hotels were identified and a reliable instrument for measuring provision was developed. This should be applied by managers on an ongoing basis to evaluate their performance and give them a better understanding of food and beverage service quality in spa hotels. The study provides specific information on the performance of Turkish spa hotels in relation to food and beverage service quality. Originality/value – This research addresses the paucity of research on customer perspectives of food and beverage provision in spa hotels and contributes to enhanced understanding of spa tourists and their expectations and perceptions of the service quality of food and beverage service quality.

<p><em>Every year there is an increase that occurs so that the industry continues to compete to provide the best service, including the food industry. Service quality that is appropriate or even better than customer expectations will increase a customer's loyalty to the product or service provided. Holland Bakery itself already has more than 200 outlets throughout Indonesia spread in many cities. The quality of service provided by one of the Holland Bakery counters in Tegal Rotan can be seen by looking at the results of the answers from 30 customers on the initial questionnaire where 6 attributes with higher satisfaction and 11 attributes with higher dissatisfaction can be said that the quality of service provided is not good. . The research was conducted using four methods, namely servqual, IPA, Kano and QFD where servqual will be used to determine what attributes can satisfy customers through the use of five components and five gaps where it is found that there are 13 attributes that have negative gaps. After that, the IPA method will be used to find out the variables that need improvement by dividing them on a Cartesian diagram, the Kano method to determine the priority of attribute improvement according to the category, then the IPA and Kano methods will be integrated to get the "attributes that require improvement and will be brought into the QFD method. to improve service quality to match customer expectations and expectations by connecting the "voice of customer" into the overall service performed by the Tegal Rotan Holland Bakery counter where the technical response sequences that need to be carried out by companies to improve the quality of their services are obtained. This study shows that there are 13 attributes that have a negative gap, 10 attributes are in quadrant I and 3 attributes are in quadrant III, there are 13 attributes that are priorities for improvement, and technical responses that can be carried out on a priority basis to overcome the causes of problems or improve quality service.</em><em></em></p>

SpecRight is a tooled approach to the capture of technical requirements, product specifications and requirements justification documents. This is done by combining educational elements, formal definitions, and automated work guides. By answering the questions in each work guide users can create complete systems engineering documents.The objectives of the approach are to be an aid and a guide to capture and structure technical requirements and to produce and manage product specifications and requirements justification. As systems engineering needs correctly‐documented requirements, SpecRight is a useful means of performing the first step of the engineering process.Following a demand from the European Space Agency (ESTEC) a prototype of SpecRight has been created to demonstrate that the logic could be performed and supported by software. We are now working to complete SpecRight such that it is in line with ISO 21351 Functional and Technical Specifications.

The system acquisition process for our system (that we have called WIS), or indeed any similar system is divided into four phases: i) Establishment of the concept: Taking into account requirements, analysis, assumptions, state of technology and standards, objectives, design rules leading to network characteristics. ii) Development of the architecture: Definition of the Performance requirements of the subsystems and their integration in a manner which satisfies the end to end performance required. This involves the study of each aspect of the concept in sufficient detail to produce costed proposals for budgetary cost estimates and to identify the major parameters and subsystem characteristics. This will then allow the project to pass into Phase iii), which will include preparation of detailed cost estimates, technical specifications and implementation planning iii) Development of System Engineering Plans and Preparation of Specifications and Implementation Plan: When approval is given from the Authority to the designer’s proposals and recommendations developed in phase ii above, it will be possible to enter phase iii) activities of specification writing and implementation planning (e.g. site surveys and plans). In this phase, the design authority will be required to produce a detailed cost estimate. iv) Procurement, Installation and Commissioning: The last phase of system acquisition when the equipment and services as specified in phase ii) will be procured and installed according to the time phased plan and consistent with the operational requirements and funding constraints.

PT Bheta Yard Nusantara is a contractor company focused on providing services and procuring goods across various industrial sectors. This study aims to analyze the quality of service provided by the company and its impact on customer satisfaction. The research design employs a quantitative approach using the Importance-Performance Analysis (IPA) method to evaluate customer perceptions and expectations. Primary data were collected through questionnaires distributed to customers who have utilized the company's services. The findings indicate that the total average service performance reached 3.22, while customer expectations stood at 3.18, demonstrating that the company's performance aligns with customer expectations. The implications of this research emphasize the importance of improving service quality in areas deemed significant by customers to enhance satisfaction and loyalty. The conclusion of the study is that while the company has shown adequate performance, there remains room for improvement, particularly in responsiveness and information transparency. Practical implications suggest that the company should implement service enhancement strategies focused on customer needs to maintain competitiveness in an increasingly tight market.

Purpose: This study integrates sustainability into smartphone product improvement using the Quality Function Deployment (QFD) method. The goal is to identify customer needs and translate them into technical specifications that align with customer expectations and environmental sustainability. Design/Methodology/Approach: A survey was conducted with 31 participants to gather feedback on key smartphone features, including battery life, network performance, and energy efficiency. The QFD process, specifically the House of Quality (HoQ) matrix, was used to systematically prioritize these customer requirements alongside technical aspects like energy- saving capabilities, material reduction, and ease of maintenance. Findings: The analysis revealed that Battery Life, Network Performance, and Touch Screen Sensitivity were the most valued customer requirements, while Energy Saving, Easy Maintenance, and Material Reduction emerged as critical technical attributes for sustainable smartphone design. Originality/Value: This research offers a novel application of QFD in sustainable smartphone design, providing a framework for manufacturers to enhance customer satisfaction while addressing environmental concerns. Keywords: Sustainability, Quality Function Deployment (QFD), Smartphone Design, Customer Requirements, Environmental Responsibility. Category of the paper: Research Paper, Case Study.