Quality Function Deployment Model Research Articles

A HYBRID QUALITY FUNCTION DEPLOYMENT AND CYBERNETIC ANALYTIC NETWORK PROCESS MODEL FOR PROJECT MANAGER SELECTION

Identifying appropriate decision criteria and making optimal decisions in a structured way is a complex process. This paper presents an approach for doing this in the form of a hybrid Quality Function Deployment (QFD) and Cybernetic Analytic Network Process (CANP) model for project manager selection. This involves the use of QFD to translate the owner's project management expectations into selection criteria and the CANP to weight the expectations and selection criteria. The supermatrix approach then prioritises the candidates with respect to the overall decision-making goal. A case study is used to demonstrate the use of the model in selecting a renovation project manager. This involves the development of 18 selection criteria in response to the owner's three main expectations of time, cost and quality.

Instructional Design Integrated with Quality Function Deployment (QFD) and TRIZ40

This paper concentrates on the development of instructional design integrated with Quality Function Deployment (QFD) and TRIZ40 principles model. This paper draws from the research study which aimed to investigate the development of instructional design integrated with QFD and TRIZ40 principles model for the Design Education Program in the Faculty of Industrial Education at King Mongkut’s institute of Technology Ladkrabang, Bangkok, Thailand. The research methodology was a mix methods. The sample groups were composed of 5 lecturers and 100 Undergraduate students of the Design Education Program. The research methods were questionnaires and focus group technique. The statistics used were frequency, percentage, arithmetic means, and standard deviation. The research found that there are 3 steps of instructional design development integrated with QFD and TRIZ40 principles model. The first step was a learning and acceptation process. The second was to develop the instructional design, which was integrated with QFD and TRIZ40 principles model for the Design Education courses. The last step was evaluation on students’ learning and satisfaction. Based on evaluation of the instructional design experts, the instructional design, which was integrated with QFD and TRIZ40 principles model was highly appropriate for undergraduate students in the Design Education Program. This study reviewed that lecturers and students’ satisfaction with the instructional design integrated with QFD and TRIZ40 were also high because it was easy to utilize. Moreover, it was very effective to evaluate their progress throughout their learning process. Undergraduate students learn with Model of Instructional Design integrated with QFD and TRIZ40 principles for Design Education in Undergraduate Study Level. Have higher achievement scores than Learning in normal/regular classroom with a statistical significance level of 0.05.

Applying Quality Function Deployment Techniques in Lead Production Project Selection and Assignment

In the past few decades’ lean production has become widely adopted in many industries, however there is still great opportunity to combine lean production with other methods or tools to reduce waste and improve production performance. QFD (Quality Function Deployment, QFD) is a combination of quality control and quality assurance methods that transform the customer's requirements into the technical aspects of response to the customer. "Lean" is derived from the Toyota Production System; Lean principles to eliminate waste. Many companies already use lean manufacturing and QFD methods, but can still not reach zero waste or fully reflect the needs of customers into new product designs. This study is based on the lean production concept to create a QFD model to reduce waste in the manufacturing process and reflect customer feedback. This article presents a literature review and then defines the QFD and lean manufacturing concepts and relationships. We use the Pareto chart to select the waste materials priority and build some technical solutions into the HOQ. Finally, this article provides lean concepts and QFD links and revises the standard manufacturing operating procedures (standard operation procedure, SOP). Management will be based on the newly revised SOP to improve waste management and further improve quality management.

Fuzzy Optimization Modeling Approach for QFD-Based New Product Design

Quality function deployment (QFD) is a planning and problem-solving tool for translating customer requirements (CRs) into the engineering characteristics (ECs) of a product. Owing to the typical vagueness of functional relationships in a new product, product planning is becoming more difficult under uncertainties. To tackle the vagueness or imprecision in QFD, numerous scholars have applied the fuzzy set theory to QFD and proposed various fuzzy QFD models. In this study, a fuzzy linear programming model is developed to determine the optimal level of ECs, where the objective function is the overall customer satisfaction and the cost constraint is fuzzified. Finally, we use a software product design as a numerical example, which demonstrates that the proposed methodology can help the QFD team realize the overall customer satisfaction of new products catching up with or exceeding the competitors in the target market.

Applying QFD and Kano Model to Experience Design for Cultural Tourism on Mobile Device: An Example of Leifeng Pagoda, Hangzhou, China

For most cultural landscapes, experience design is particular important. However, there is less research on experience design for cultural attractions. Whats more, some mobile Apps for cultural tourism are lack of good user experience. This paper proposes utilizing a combination of the Quality Function Deployment (QFD), Kano model and scenario-based design as a useful tool to design a mobile application for Leifeng pagoda tourism. The study makes clear the design directions. Results show that: (1) In regard to the culture of Leifeng pagoda, we should focus on introducing the pagoda history and sites; Information query of surrounding traffic, catering, accommodation is essential to tourists; the basic information guide is the most important need.(2) In the 18 design requirements, controls design, navigation design, information architecture are closely related to the software usability, so they have the highest priority; We should also pay attention to text content design, especially pagoda culture, and accuracy of GPS position.

Quality function deployment modelling to enhance industrialised building system adoption in housing projects

A quality tool in achieving the required quality and customer satisfaction of the industrialised building system (IBS) is needed. Aiming to develop a general quality function deployment (QFD) model to enhance the adoption of IBS in housing projects, two sets of structured questionnaires were designed, where the first set was for IBS house occupiers and the second set for construction stakeholders. Frequency distribution, arithmetic measure, gap analysis, Pareto analysis, and QFD application were employed to identify the customer satisfaction factors and the IBS adoption strategies. A general QFD model was developed based on the ‘quality’ matrix (Q-Matrix), ‘function’ matrix (F-Matrix), and a combination of ‘quality’ matrix plus ‘function’ matrix (QF-Matrix) derived from this study. Customer satisfaction with IBS products could enhance the demand for this kind of building automation system, thus the model could be used more objectively in developing, designing, and managing IBS in the global construction industry, especially in the current economic recession and recovery phase.

APPLYING THE SUPERIOR IDENTIFICATION GROUP LINGUISTIC VARIABLE TO CONSTRUCT KANO MODEL ORIENTED QUALITY FUNCTION DEPLOYMENT

This study attempts to manipulate 2-tuple linguistic variables rather than pure linguistic variables in quality function deployment (QFD) in order to significantly improve the identification of the QFD model. The Kano model, a two-dimensional quality technique, is also integrated to recognize the degree of urgency in terms of enhancing and prioritizing quality-related requirements of customers via a fuzzy linguistic quantifier with a soft majority concept to fit the optimal aggregation weights. This study also retains the goodness on the usage of multi-granularity linguistic approach to facilitate the implementation of a group decision. Simultaneously, two-dimensional analysis is performed to explain the results synthetically between relationship matrix and correlation matrix from a management perspective, capable of providing comprehensive information for the decision process. Owing to the integration of several quality and management methods, results of this study demonstrate the capability of TRIZ.

Ranking factors involved in product design using a hybrid model of Quality Function Deployment, Data Envelopment Analysis and TOPSIS technique

Ranking factors involved in product design using a hybrid model of Quality Function Deployment, Data Envelopment Analysis and TOPSIS technique

An analytical approach to customer requirement information processing

‘Customer requirements’ (CRs) management is a key component of customer relationship management (CRM). By processing customer-focused information, CRs management plays an important role in enterprise systems (ESs). Although two main CRs analysis methods, quality function deployment (QFD) and Kano model, have been applied to many fields by many enterprises in the past several decades, the limitations such as complex processes and operations make them unsuitable for online businesses among small- and medium-sized enterprises (SMEs). Currently, most SMEs do not have the resources to implement QFD or Kano model. In this article, we propose a method named customer requirement information (CRI), which provides a simpler and easier way for SMEs to run CRs analysis. The proposed method analyses CRs from the perspective of information and applies mathematical methods to the analysis process. A detailed description of CRI's acquisition, classification and processing is provided.

An approach of new product planning using quality function deployment and fuzzy linear programming model

Quality function deployment (QFD) is a useful tool for maximising customer satisfaction in the new product planning (NPP) process. When applying QFD, recognising the importance levels of customer requirements (CRs) is a vital issue, since they have great influences on the values of decision variables, i.e. the fulfilment levels of design requirements (DRs), for NPP. Unlike existing researches, this study evaluates the importance scores of CRs from three different perspectives: the customer, competition and value perspectives. To cope with the vague and uncertain nature at the NPP stage, various fuzzy approaches are adopted for measuring the importance scores of CRs from different perspectives. The three measures are aggregated as the evaluated importance score of each CR. In addition, different to prior studies, this paper modifies Chen and Weng’s model to develop a new normalised relationship between CRs and DRs to improve the existing models’ drawbacks. A fuzzy linear programming model is established to determine the optimal fulfilment levels of DRs to maximally satisfy CRs. Based on an illustrative example, the proposed method achieves greater total customer satisfaction than previous methods. Furthermore, this paper also proposed a normalised relationship formulation with conventional way to reasonablely modify Wasserman’s model.

Benchmarking the quality function deployment models

Purpose – Quality function deployment (QFD) has been used to translate customer requirements into engineering characteristics of a product, while benchmarking was developed to search for the best industry practices, which will lead to exceptional performance through the implementation of these best practices. However, no attempt has been made to integrate QFD with benchmarking to identify the best practices of QFD model. This paper aims to classify the QFD models and thereby applying benchmarking process to propose the best practices of QFD model. Design/methodology/approach – The fundamental benchmarking model developed by Camp has been used to benchmark the existing QFD models available in the literature. Findings – Benchmarking the QFD models revealed about 36 QFD steps in the first phase of the house of quality. The tools used in solving for each practice are also reported. Research limitations/implications – The proposed model is conceptual and it requires validation by implementing the same in an organization to understand its effectiveness. Originality/value – Utilizing the benchmarking process to develop the best practices of QFD model is an original concept.

Developing strategies for improving the service quality of casual-dining restaurants: New insights from integrating IPGA and QFD analysis

This study aimed to integrate importance-performance and gap analysis (IPGA) with the quality function deployment (QFD) model in order to determine the critical service quality attributes, and to develop their improvement programs and improvement priority for casual-dining restaurants. This study selected the customers of 18 casual-dining restaurants as the subjects, and 1002 valid questionnaires were returned. The results of IPGA analysis showed that reliability and responsiveness were located in the area of ‘Concentrate here’, which were the service quality dimensions most in demand for urgent improvement of casual-restaurants. A total of six critical service quality attributes were found. This study developed seven improvement programs based on the six critical service quality attributes and experts' focus group interviews. The QFD method was used to determine the priority of seven improvement programs. The results provided new insights into casual-dining restaurants to develop service quality improvements strategies in order to significantly improve restaurants service quality under limited resources.

User-oriented service and policy innovation in shared research equipment infrastructure: an application of the QFD and Kano's model to the Gyeonggi Bio-Center

The asymmetry of knowledge with regard to user requirements for a shared research equipment service makes it difficult to develop user-oriented strategies and policies. To resolve this issue, we developed a framework using the Quality Function Deployment (QFD) process and Kano's model for application to a case study on innovation in the shared research equipment service at the Gyeonggi Bio-Center. Kano's model allows us to define which service quality requirements are attractive, one-dimensional or must-be qualities in the shared research equipment service. The QFD process has rarely been applied to the shared research equipment service (which is closely related with technology infrastructure policy). The newly developed framework consists of three actors: ‘user’, ‘service institution’ and ‘provincial government’. The QFD process in the framework is performed by a two-step deployment of service deployment and policy deployment that bridges the knowledge gap among the three actors in the regional innovation system. Alternatives and implications for shared research equipment service with a focus on user-friendliness have been systematically produced through application of the suggested framework.

Improving the service operations of container terminals

PurposesIn the relevant literature about container terminals (CTs), most studies focused on the internal operational management of CT operators. In practice, for improving the performance of CT operators, the external customers’ requirements should also be considered. The purpose of this paper is to discuss the improvement of service operations of CTs from users’ requirement perspectives.Design/methodology/approachIn this paper, the customer requirements for container terminal are first examined. Based on the customer requirements, a quality function deployment (QFD) model is then constructed to translate the customer requirements into service operations of the container terminals, by which CT operators may make policies to improve their service operations. As an empirical study, the container terminal of Yang‐Ming Shipping Line (YML CT) at Kaohsiung Port and its users were investigated to validate the model.FindingsThe result proposes 19 customer requirement attributes from users’ perspectives and 15 service operations from CT operators’ perspectives. Further, the top five customer requirement attributes by importance degree are: consistency of bill of lading; accuracy of dynamic information on cargos; accuracy of EDI information for receiving and releasing of containers; professional ability of operators to deal with cargo damage; and cargo safety.Practical implicationsThe results indicate the top five service operations in need of improvement for the YML CT are: storage operation in depot; outbound container operation; hazardous container storage; inbound container operation; and T1 arrangement.Originality/valueIn this paper, a QFD model was constructed to improve the service operations of CTs. The proposed model may provide valuable references for future research on container terminals.

Identifying educational services quality using quality function deployment model (QFD) and, analytic hierarchy process (AHP)

Using new methods of quality engineering in service industries in recent decades has grown dramatically. These industries than goods industries have special features. Particularly considering that higher education in developing countries is a serious quality problem, to improve this situation it is essential that quality tools are used. Quality function development (QFD) is one of modern engineering methods based on the quality and attention to customer voice and transfer it to the whole organization to design and production which is consistent with customer demands. In this study, the use of quality function development (QFD) to identify the demands of students from the education field in Industrial Management Organization of Tabriz. Finally, demands were classified to five dimensions as professor's features, classroom content, how to teach, the class structure and educational facilities. The service features to meet the demands identified by professionals including four generally dimensions, teachers, content, industry and the technical. This service features prioritized using hierarchical analysis (AHP) and its related software (expert choice). Results showed that the three top priorities to achieve high quality education are: intimate character professors, classroom discussions encourage and case study. Key words: Services quality, services quality of higher education, quality function development (QFD), analytic hierarchy process (AHP).

A model integrating fuzzy AHP with QFD for assessing technical factors in aviation safety

We developed a model that integrates fuzzy logic, the analytic hierarchy process (AHP), and quality function deployment (QFD) to evaluate the importance weighting of the technical factors in aviation safety, as defined by the International Air Transport Association. AHP evaluates the technical factors using pairwise comparisons, and QFD categorizes the relationship between the criteria and subcriteria using expert knowledge. Based on a questionnaire given to aviation professionals, the model shows that the importance weightings of technical factors “Extensive engine failure, uncontained engine fire,” “Design, manufacture,” and “Engine overheat, propeller failure” are most significant. The result also shows that the over-valued and/or under-valued factors predicted by the conventional AHP model can be better described by the integrated fuzzy AHP and QFD models.

A three-stage model for closed-loop supply chain configuration under uncertainty

In this paper, a general closed-loop supply chain (CLSC) network is configured which consists of multiple customers, parts, products, suppliers, remanufacturing subcontractors, and refurbishing sites. We propose a three-stage model including evaluation, network configuration, and selection and order allocation. In the first stage, suppliers, remanufacturing subcontractors, and refurbishing sites are evaluated based on a new quality function deployment (QFD) model. The proposed QFD model determines the relationship between customer requirements, part requirements, and process requirements. In addition, the fuzzy sets theory is utilised to overcome the uncertainty in the decision-making process. In the second stage, the closed-loop supply chain network is configured by a stochastic mixed-integer nonlinear programming model. It is supposed that demand is an uncertain parameter. Finally in the third stage, suppliers, remanufacturing subcontractors, and refurbishing sites are selected and order allocation is determined. To this end, a multi-objective mixed-integer linear programming model is presented. An illustrative example is conducted to show the process. The main novel innovation of the proposed model is to consider the CLSC network configuration and selection process simultaneously, under uncertain demand and in an uncertain decision-making environment.

A hybrid of Kano and QFD for ranking customers’ preferences: A case study of bank Melli Iran

Article history: Received October 25, 2012 Received in revised format 8 January 2013 Accepted 20 January 2013 Available online February 1 2013 Nowadays, many service provider organizations compete to survive and surpass other competitors in the world. They apply new techniques and instruments to identify and to prioritize important criteria for their customers to gain customer satisfaction. Banks, as one of the service provider organizations, are no exception. Quality plays essential role in banking industry and customer’ gratification is considered as one of the major and essential goals in this field. Recognition and awareness regarding the customers’ needs and requirements would facilitate providing satisfactory services. It could be said that improved understanding, accurate identification and prioritization of bank customers’ requirements are the keys to success for bank managers. The present study aims to integrate two approaches of Quality Function Deployment (QFD) and Kano's model through implementation of Analytical Hierarchy Process (AHP). This study proposes a novel approach to identify and to analyze the priorities of bank customers’ requirements. The results indicate that the priorities of bank customers are different before and after integration of Kano’s Model in the planning matrix of QFD. © 2013 Growing Science Ltd. All rights reserved.

Using Fuzzy Quality Function Deployment Model to Evaluate Solutions of Customer Value for Global Shipping Carrier-based Logistics Service Providers

Using Fuzzy Quality Function Deployment Model to Evaluate Solutions of Customer Value for Global Shipping Carrier-based Logistics Service Providers

Utilizing QFD model to determine quality characteristics of the products and priority needs of customers in the medical industry products (Case Study: Plasma seat product in mashhad`s Sahateb medical equipment company)

Article history: Received April 28, 2012 Accepted 16 July 2012 Available online July 17 2012 Quality Function Deployment (QFD) as one of the quality engineering methods; originates from market study and product or service customers identification, where by determining their needs; tries to involve them in all stages of product or service development. This study uses QFD method to apply customers’ criteria in production of Coach Plasma in Mashhad`s Sahateb Company. Coach Plasma is used for healthy bloodletting. The proposed study of this paper designed and distributed a questionnaire, which includes identification & determination of customers’ needs and investigation of their satisfaction of manufactured products, while looking for technical and engineering characteristics related to their needs. The Coach Plasma costumers are categorized into two groups of local and external customers. Data collection was done based on available documents, experts opinions, structured interview with managers and questionnaire. Customers’ needs were studied in QFD teams. Collecting essential information such as needs importance degree and competitive benchmarking of customer`s needs, the weight of each need has been evaluated. In this research, House of Quality was used from first matrix of QFD leading to estimation of engineering & technical characteristics in order to enter to the quality deployment matrix. Take a look at obtained results, we could mention the role of each of these external factors in satisfaction of Sahateb Company customers and technical characteristics of the company in providing these factors and the prioritization of the customer's needs. © 2012 Growing Science Ltd. All rights reserved.