Quality Function Deployment Analysis Research Articles

Improving the Quality of Hospital Services Through the Integration of Servqual, Kano, and Two Iterations of Quality Function Deployment (QFD)

Purpose – This research focuses on the problem of decreasing the number of private hospital visits, one of the causes of which is patient dissatisfaction with the healthcare services provided. This research aims to design recommendations for improving the quality of a hospital's health services based on the perceived needs of patients so that it is hoped that patient satisfaction can be achieved well. Methodology/approach – The literature review defines service quality and patient requirements in this research. Servqual and Kano questionnaires are used in this research, with 150 patients as respondents. After the quantitative data has been obtained and analyzed, the next step is to collect qualitative data by conducting interviews with health service management experts. By using QFD analysis, the relations between patient requirements and service characteristics are obtained. Targeted health service criteria will be chosen to be used as recommendations to improve hospital services. Findings – Some patient requirements are not optimally fulfilled by the hospital. Service characteristics and service critical parts are prioritized for the recommendation in improving the hospital health services. Novelty/value – The research combines scientific disciplines marketing, namely Service Quality (Servqual) and scientific disciplines operations management, namely Kano and Quality Function Deployment (QFD) first iteration (House of Quality) and second iteration (Part Deployment), with the hospital’s health service as the research object. The integration can be used in other service companies, especially in health services.

Assessing the On-Board Storage and Use of Ammonia as a Fuel Applying the House of Quality

Ammonia as a fuel has been known for several years, but only relatively recently has it attracted interest for study and use as a marine fuel. A forthcoming generation of sustainable, economically viable, and safe technologies for the large-scale onboard storage of ammonia as a marine fuel is being developed. This article presents a structured approach to carrying out Quality Function Deployment (QFD) for evaluating a project solution at the strategic level. The “House of Quality” (HoQ) method is utilised since it provides the means for inter-functional planning and communications among people with different problems and responsibilities. The project requirements are defined and lead to functional technical characteristics to satisfy these needs. The approach allows for the application of a weighting scheme to rank the perceived relative importance of the requirements, the difficulty involved in implementing the technologies, and the relationship between requirements and functional technical characteristics. QFD analysis prioritises safety compliance, technical specifications, emission control, and operational efficiency. The added value of this work is beyond the life of a project since it may provide assistance to the stakeholders in assessing the applicability of ammonia fuel solutions given the resources available to them. This feature will enable the justification of further investment into specific technologies based on their potential impact.

Perancangan Ulang Desain Kemasan Bagiak Oreng Osing Oleh-Oleh Khas Banyuwangi Menggnakan Metode Quality Function Deployment (QFD)

This research was conducted to redesign the secondary packaging of the typical Banyuwangi souvenir, namely "Bagiak Oreng Osing." The packaging of bagiak Oreng Osing was found to be less appealing in terms of layout, with colors that did not match the packaged product, and the packaging material was easily scratched/damaged and lacked strength, resulting in inadequate protection for the packaged product. The Quality Function Deployment (QFD) method was employed to develop the product through packaging design, aiming to align consumer preferences with what the manufacturer could do to meet those preferences. The QFD analysis focused on aspects such as color, material, size, shape, brand, and label. The research results indicated that the most desired attribute by consumers was the packaging's ability to protect the product, with the highest value for this attribute reaching 3.92. However, the analysis also revealed some packaging design aspects that did not fully meet consumer expectations. Through consumer participation, competitor evaluations, and the implementation of innovative technology, the redesign of this packaging aims to create a more attractive design that meets consumer expectations. This research is expected to enhance the product's competitiveness in the market and contribute positively to consumer satisfaction through the redesigned packaging of bagiak Oreng Osing.

Analisis pengembangan produk abon ikan tuna menggunakan metode quality function deployment (QFD)

The study's purpose was to analyze shredded tuna products' development using the Quality Function Deployment (QFD) method. Research subjects are parties involved in shredded tuna fish products' micro—business determination of the number of samples using the Bernoulli formula. as many as 60. QFD analysis stages include: (1) customer requirements analysis: (2) importance level analysis: (3) satisfaction level analysis: (4) goal value analysis (improvement targets to be achieved): (5) improvement ratio analysis: (6) sales point analysis: (7) natural weight analysis: (8) normalized raw analysis (8) technical requirements analysis: (9) technical requirements score analysis: (10) customer requirements score analysis: (11) technical correlation analysis: and (12) analysis of technical correlation scores. The study's results showed that 34 attributes of shredded tuna products were obtained from as many as 11 technical responses proposed in product development. Furthermore, from the 11 technical responses, eight technical answers were obtained that had a significant influence on the product development plan, including: (1) choosing to use easy-to-read fonts/writings; (2) information on the manufacture of packaging designs: (3) information on the nutritional value of shredded tuna fish in the manufacture of new packaging designs; (4) adding to the composition of the ingredients; (5) inspection of the composition and quality of raw materials; (6) the love tagline for Indonesian products in the new packaging design; (7) make packaging designs with new product brands; and (8) the innovation of making shredded tuna with a variety of new flavors.

Increasing Customer Satisfaction with Quality Function Deployment Methodology Based on Service Quality Analysis

One way to be superior to competing companies in the service field, especially customer satisfaction, is by analyzing service quality. Satisfied customers can increase their loyalty and have more trust in a company, so they can continue using its services. PT. XYZ is a company that offers logistics accommodation services; this research took the period from January 2023 to February 2024. It is known that the number of fluctuating customers tends to decrease. Apart from that, there were also several complaints submitted by customers, including products arriving late, inability to fulfill customer requests, delays in the delivery process, and top payments not being evenly distributed. This research used the Servqual and Quality Function Deployment (QFD) methodology. The Servqual method was carried out by distributing questionnaires to 95 respondents to identify the biggest gaps based on the dimensions of tangibles, reliability, assurance, empathy, and responsiveness, which was then carried out with a QFD analysis to determine the priority of corrective action. based on technical response. The research results show that the reliability dimension has the largest gap value, 0.21. A QFD analysis is carried out objectively to determine quality improvement based on technical responses obtained from customers' voices. In the QFD analysis, it is known that the priority corrective actions that must be taken are carrying out correct transaction recording, faster employee processes, increasing employee skills, increasing security, optimizing the system, and increasing availability. Keywords: Customer Expectations, Customers Satisfaction, House of Risk, Service Quality, Quality Function Deployment

Customer Requirements on Digital Application in Energy Sectors for B2B Customers (a Part of Quality Function Deployment Analysis on My Pertamina for Business)

This study is willing to reveal what are the B2B customers requirement for My Pertamina for Business digital application that they have been using. They are also leaded to evaluate the application performance and reveal what are the resistances in using the application. Literature review and interview are conducted. Seven respondents are involved in the study. They come from three different customer clusters, that are aviation, retail and industrial and marine. The results reveal that customer requirements of B2B customer from digital application in energy sectors are 1) price Simulation, 2) ordering product to create sales order, 3) monitoring tax invoice, 4) monitoring withholding tax slip, 5) the relevance of the displayed energy product to the customer needs, 6) providing many function in one application, 7) connected to direct debit of bank system, 8) connected to other digital platform, 9) forecasting the fuel price, 10) monitoring invoices, 11) energy related news portal and 12) contact center to buy other energy products; 13) reward and discount; and 14) playing entertainment platform such as online game and podcast. Overall performance of the application satisfy the customers but point 7,8,9,10,11,12 and 14 of customer requirements are not fulfilled yet. Dealing with the customer resistance in using the application are slow response of customer complain handling, inaccurate information related to drum stock in the application and in the aviation fuel terminal, and less updated of monitoring Credit/Debit Reversal notes

Strategic outsourcing in reverse logistics: Neutrosophic integrated approach with a hierarchical and interactive quality function deployment

The efficiency of strategic outsourcing in reverse logistics (RL) depends on stakeholder requirements (SRs) directing organization development and experts’ knowledge decomposing and reconstructing strategic decision, which urges the adoption of hierarchical and interactive quality function deployment (QFD). Considering the uncertainty within a QFD, single valued neutrosophic number (SVNN) is introduced to capture both indeterminacy and inconsistency hidden in quantitive votes and qualitative judgments of stakeholders and experts. With unknown weight assignments, two maximum deviation models are constructed to obtain the priority of SRs and Shapley weights of experts. An SVNN-enabled grey relational analysis is extended to identify the interdependence priority of engineer characterizers (ECs). Due to the interactions among components such as experts in a group or ECs in QFD, two information aggregation tools under neutrosophic environments are presented based on fuzzy integral delineating the positive or negative effect. Built on these, we propose an integrated neutrosophic approach composed of a transformation module, weight module, integration module and QFD analysis module to support the outsourcing decision. Finally, an illustration example is used to confirm the practicality of the proposed approach. Sensitivity analysis and comparative analysis with multiple views have been conducted to show the flexibility and superiority of the given decision.

Development of Generator Set Product Services Using Quality Function Deployment at PT X

In the service industry, service quality has a significant effect on customer satisfaction. The manufacturing industry and the service industry have different characters, as well as the measurement of the quality of the services produced. The company's ignorance of customer desires and expectations of the services provided causes services far from the expectations desired by the company which can result in moving consumers to competitors who will provide services in accordance with their expectations. Therefore, this research was conducted with the aim of developing services in generator rental using Quality Function Deployment (QFD) method with the hope of providing an overview of the desires and expectations desired by consumers for services owned by PT X. The results of the Quality Function Deployment analysis of the highest scale factor value in the analysis using the QFD method the top order is on the characteristics of "Adding Genset Stock That Does Not Exist" with a score of 185.

Design and Manufacturing of Polymer Composite Materials Using Quality Management Methods

Many factors influence the design and manufacturing of products from polymer composite materials. The expert assessment method was applied in the article for the corresponding analysis. A cause-and-effect diagram was built as a result of a preliminary analysis of the influence of factors on the primary indicator of product quality indicators (e.g., wear resistance). Based on the expert assessment results and quality function deployment analysis, the most critical factors affecting wear resistance were obtained: polymer brand, filler shape and size, technological parameters of mixing, pressing, sintering, and mechanical processing. Their impact was studied to establish quantitative dependencies. A stable value of the wear resistance of the product in the manufacturing process can be ensured by timely adjustment of the mixing, pressing, and sintering modes. As a result of the structural analysis of the process of developing materials with predetermined properties at the enterprise according to the IDEF0 methodology, the importance of assessing the risks associated with the process of multi-criteria optimization of their main quality indicators was confirmed.

Evaluasi Kinerja Angkutan Penumpang Transportasi Penyeberangan Speedboat Reguler Rute Tarakan-Kabupaten Tana Tidung

Tarakan is home to the main seaport that serves all districts in North Kalimantan. Tana Tidung Regency is one of the regencies that serve the Tarakan feeder port route. This is supported by the presence of a Sesayap River network. To provide comfort to service users, the high demand for ferry transportation services must be balanced with adequate speedboat service facilities. Data was collected by distributing questionnaires and conducting interviews to determine the level of satisfaction of service users and the attributes that are a priority in improving the performance of speedboat services. The data collection results were analyzed using Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI) methods. Then, to follow up on the results of the IPA dan CSI analysis, the Quality Function Deployment (QFD) method was used, a technique used to identify priorities for performance management based on the needs and desires of service users. Based on the results of the IPA analysis, three attributes were obtained as the top priority to require handling/improving their performance; the availability of fire extinguishers, the availability of information on speedboat travel disturbances, and the availability of boarding and alighting facilities for passengers with special needs, children, and pregnant women. The result of the CSI analysis obtained a service user satisfaction index of 63.379 which indicated that the service performance perceived by service users was decreased within the “Quite Satisfied” criteria. While the results of the QFD analysis obtained a priority sequence for improving/handling speedboat performance which was offloading the passengers by being carried out or stretchered, and access was categorized as the first priority, the second and third priorities were the availability of communication tools that were readily used by the captain and crew in the speedboat and notifications in the form of messanges to prospective passengers related to changes in departure schedules, and the last priority was the placement of APARs at 3 points, which was near from the diver or captain, passenger room, and the speedboat engine area.

Development of SME’s business cooperation information technology system design

The government has a goal to improve the economy of SMEs. The improvement of the SME economy is carried out by accelerating the National digital transformation. At this time, SMEs have become members of the National digital program. SMEs must have the ability to run their business digitally through collaboration. Meanwhile, SMEs still have obstacles in implementing the collaboration system. The obstacle is that it is less effective and efficient to use digital business collaboration systems. Collaboration systems are less effective in the steps and time of use in business collaboration systems. SMEs want an easy and fast collaboration system. SMEs hope to have a collaboration system that can respond to consumer needs. Thus, the design of the collaboration system must meet the needs of SMEs to improve their performance. This research aims to design a collaborative system for SMEs innovation businesses. The collaborative system design is expected to respond to any changes in SMEs activities. By reacting quickly, the productivity of SMEs will increase because an effective collaboration system supports it. This study uses the method of Service Quality and Quality Function Deployment (QFD). Based on the technical response, project description (0.24), project status (0.17), collaboration team (0.16), project activities (0.15), project needs (0.13), special issues (0.07) and project performance (0.06) were selected as the proposed improvement and development by the priority of contribution in the QFD analysis. These attributes are prioritized in designing the SMEs collaboration system. A collaboration system was created for SMEs to increase their productivity

Quality function deployment analysis of smartphones

To utilize the concept of Quality Function Deployment (QFD) and apply it accordingly to address the design decisions concerning the quality of cellular phones by building the simplified version of House of Quality (HoQ). Real customer requirements (CRs) are easier to collect when QFD is employed because it puts the emphasis where it should be on the customer and their demands. After getting various users’ opinions on various smartphone brands and brainstorming among the group and conducted an online survey with mobile users in Taichung, Taiwan, the study highlights the items preferred by most of the users such as long-lasting battery, high quality camera, reliable, wide screen, easy to use, and lightweight. It aids businesses in translating CRs to the primary design requirements (DRs) so that it may create superior goods that are in line with consumer demands.

Prioritising the determinants of Industry-4.0 for implementation in MSME in the post-pandemic period – a quality function deployment analysis

PurposeMicro, Small, Medium Enterprises (MSMEs) are witnessing an accelerated transformation by the advent of Industry-4.0 (I4.0) in the post-pandemic period. It is offering promising customer responsiveness, competitiveness, business growth and sustainability and thereby, compelling its integration to MSMEs. Therefore, it is imperative for researchers to explore Industry 4.0 challenges and their specific implementation requirements and also provide useful insights to the stakeholders.Design/methodology/approachThis research paper has identified, explained and analysed various determinants of the I4.0 implementation, in MSME context. Focus group approach has been applied for taking inputs from experts for developing the House of Quality (HOQ) tool of the Quality Function Deployment (QFD) methodology from the Total Quality Management (TQM) tool-box.FindingsBased on the responses and after applying QFD, a conceptual model suggesting relevant strategies to execute I4.0 by Indian MSMEs has been developed. The model highlights three key challenges being faced by the Indian MSMEs –Top management support, Incompatible resources and Transition cost. The model also reveals vital few designer's descriptors – Cultural reorientation, IT enabled digitization, Process automation and knowledge and skill in I4.0 implementation (Knowhow) for a structured implementation of I4.0.Practical implicationsThe evolved HOQ framework has provided some useful insights - priority areas in the MSME challenges and the designer's descriptors for I4.0 implementation in MSME. The research has also provided the understanding of the dynamics between the I4.0 components through the 10 × 10 interrelationship matrix of the HOQ. Farsighted MSME leaders, practising consultants, sourcing managers and policy makers can use the developed framework as a reference in formulating tactics to mitigate the I4.0 implementation barriers.Originality/valueThe non-conventional application of HOQ in the QFD approach from the TQM tool-box is a useful value addition to the TQM practitioners. The useful insights to the MSME leaders, policy makers, sourcing managers of OEM, consultants engaged in I4.0 transformation and academic researchers are the other contribution.

Usulan Perbaikan Desain Kemasan Menggunakan Metode Quality Function Deployment dan House Of Quality

Quality function deployment is a management tool where customers desires are use a tool for product development. While the house of quality is a tool in the form of a house that connects the wishes of the customer (what) and how a product will be designed and produced to meet customer desires. The research objective to be achieved in this research is to produce a packaging design for banana chips at UD Sumber Rejeki Jombang by using the quality function deployment (QFD) and house of quality (HoQ) methods. In this study, the author uses a descriptive method with a quantitative approach. The results of the QFD analysis research that the highest attribute value for the importance level is “product quality according to the price offered” with a value4.62 and the lowest level of importance is”plastic readiness” with a value of 3.92. the result of the QFD analysis research that the highest attribute value for the level of satisfaction is “product quality according to the price offered” with a value of 4.62 and the lowest value is “variant taste” with a value of 3.3.
 Keywords : packaging repair, Quality Function Deployment (QFD), House of Quality (HoQ)

Engineering Characteristics Prioritization in Quality Function Deployment Using an Improved ORESTE Method with Double Hierarchy Hesitant Linguistic Information

Quality function deployment (QFD) is a customer-driven product development technique widely utilized to translating customer requirements into engineering characteristics for maximum customer satisfaction. Nonetheless, when used in real situations, the traditional QFD method has been criticized to have many deficiencies, e.g., in expressing experts’ uncertain assessments and prioritizing engineering characteristics. In this study, we propose a new engineering characteristics prioritization approach based on double hierarchy hesitant linguistic term sets (DHHLTSs) and the ORESTE (organísation, rangement et Synthèse de données relarionnelles, in French) method to overcome the shortcomings of the traditional QFD. Specifically, the main contributions of this study to the literature are that the DHHLTSs are utilized to describe the hesitant relationship assessments between customer requirements and engineering characteristics provided by experts, and the ORESTE method is modified and used to determine the importance ranking orders of engineering characteristics. Finally, a case study and a comparison analysis are presented to illustrate the feasibility and practicability of the proposed QFD approach. The advantages of the new approach being proposed are higher flexibility in handling experts’ intricate and hesitant relationship evaluation information and effective in providing a reasonable prioritization of engineering characteristics in the practical QFD analysis.

Selection of Production Reliability Indicators for Project Simulation Model

Due to technological enhancements, traditional, qualitative decision-making methods are usually replaced by data-driven decision-making even in smaller companies. Process simulation is one of these solutions, which can help companies avoid costly failures as well as evaluate positive or negative effects. The reason for this paper is twofold: first, authors conducted a Quality Function Deployment analysis to find the most vital reliability indicators in the field of production scheduling. The importance was acquired from the meta-analysis of papers published in major journals. The authors found 3 indicators to be the most important: mean time between failure (MTBF), mean repair time and mean downtime. The second part of the research is for the implementation of these indicators to the stochastic environment: possible means of application are proposed, confirming the finding with a case study in which 100 products must be produced. The database created from the simulation is analyzed in terms of major production KPIs, such as production quantity, total process time and efficiency of the production. The results of the study show that calculating with reliability issues in production during the negotiation of a production deadline supports business excellence.

Bibliometric Analysis of Graduate Dissertations Written Based on Quality Function Deployment (QFD) Method: An Overview of Health Management Profile

Innovative and distinctive ways of doing business have emerged in countless sectors from past to present. Organizations serving in the health sector have also aimed to continue their service offerings in the best way by keeping up with innovations and differences. For this purpose, Quality Function Deployment (QFD) emerges as a method used for health institutions. Postgraduate thesis studies carried out with the Quality Function Deployment (QFD) method in Turkey, which were published between the years 1995-2020 in YÖK's Thesis search engine (Yöktez), were included in the research. Bibliometric analysis technique was used in this study and in order to analyze the postgraduate theses produced in the field of search was made with the in Turkish and English on these keywords “Kalite Fonksiyon Göçerimi”, “Kalite Fonksiyon Yayılımı”, “Kalite Evi”, “Kalite Yayılımı”, “Kalite Göçerimi”, “Kalite İşlev Yayılımı”, “Kalite Fonksiyon Açınımı”, “Quality Function Deployment”, “House of Quality” ve “Quality Function Evolution” in YÖK's Thesis search engine (Yöktez). Subsequently, 154 theses were reached and evaluated within the framework of bibliometric features. It is aimed to present a bibliometric analysis of Quality Function Deployment (QFD) studies for researchers and to reveal unstudied issues or shallower points on the subject.

Design choices for next-generation IIoT-connected MES/MOM: An empirical study on smart factories

The role of enterprise information systems is becoming increasingly crucial for improving customer responsiveness in the manufacturing industry. However, manufacturers engaged in mass customization are currently facing challenges related to implementing Industrial Internet of Things (IIoT) concepts of Industry 4.0 in order to increase responsiveness. In this article, we apply the findings from a two-year design science study to establish the role of manufacturing execution systems/manufacturing operations management (MES/MOM) in an IIoT-enabled brownfield manufacturing enterprise. We also present design recommendations for developing next-generation MES/MOM as a strong core to make factories smart and responsive. First, we analyze the architectural design challenges of MES/MOM in IIoT through a selective literature review. We then present an exploratory case study in which we implement our homegrown MES/MOM data model design based on ISA 95 in Aalborg University's Smart Production Lab, which is a reconfigurable cyber-physical production system. This was achieved through the use of a custom module for the open-source Odoo ERP platform (mainly version 14). Finally, we enrich our case study with three industrial design demonstrators and combine the findings with a quality function deployment (QFD) method to determine design requirements for next-generation IIoT-connected MES/MOM. The results from our QFD analysis indicate that interoperability is the most important characteristic when designing a responsive smart factory, with the highest relative importance of 31% of the eight characteristics we studied.

Packaging development of dehydrated strawberry using quality function deployment for e-commerce

Dehydrated strawberry is product development from strawberry fresh fruit to improve, increase the shelf-life and value of the product. During the Covid-19 pandemic, shopping lifestyle has changed gradually into online buying through e-commerce that was growth significantly, it must be followed by producer to adapt and adopt the situation especially for purchasing decisions, while customers tend to choose products based on the packaging appearance. This study aimed to determine attributes of the packaging and technical needs for producer selling preparation of dehydrated strawberry in e-commerce based on customer needs. The method in this study that has proven effective in fulfilling customer needs is Quality Function Deployment (QFD) in product planning phase. QFD analysis begins with filtering Voice of Customer (VoC) using open questionnaire then at the stage of customer importance level and product performance using closed questionnaire, then compiled into attributes of customer needs. Technical requirements were brainstormed using discussion with local sellers on e-commerce. Two attributes with the highest priority to be realized is product information on the packaging is easy to read and understand and product-related information fully listed on the outer product packaging and the highest priority for the technical needs is addition of secondary packaging.

INTEGRATION OF KANO MODEL & QFD TO EVALUATE MINIMUM SERVICE STANDARDS ON PENATARAN TRAIN DURING THE COVID-19 PANDEMIC

Restrictions on people activities due to COVID-19 have caused many train trips to be canceled. In addition, people are still afraid to use public transportation because it is considered a breeding ground for viruses. Therefore, the protocol for preventing the spread of COVID-19 in the health aspect must be carried out properly on rail transport to reduce people's worries. This study aims to evaluate the minimum service standards related to the COVID-19 health protocol on Penataran Train while adopting new habits. There are fifteen research variables based on regulations from several institutions focused on this research. 417 respondents filled out the online questionnaire. Kano model analysis determines the best minimum service standards based on respondents' perceptions. Then, the quality function deployment analysis is used to obtain service improvement priorities. The results showed that seven variables were in the One dimensional category, and three were in the Attractive category. Of the ten variables that become ideal service standards, provision of hand sanitizers, cleaning trains with disinfectant, and checking body temperature must receive special priority. Social distancing facilities on the floor and information on preventing the spread of COVID-19 via visual are two of the recommended services to be implemented on Penataran Train during the COVID-19 pandemic.