Use Of Quality Function Deployment Research Articles

Revitalizing Customer Satisfaction in Indonesia's Rice Industry

CV. Central Karya Jaya, a rice distribution company, faced a 40% profit decline. This study aims to enhance company performance and customer satisfaction using the Balanced Scorecard and Importance Performance Analysis (IPA). Data from 70 respondents showed a financial ROE above 12%, but customer satisfaction had a 72.25% conformity, revealing unmet needs. Key improvements are needed in managerial friendliness, employee responsiveness, and personalized service. Recommendations include fostering better employee relations and understanding customer needs, with future research suggesting the use of Quality Function Deployment (QFD) for further service enhancement. Highlights: Financial Performance: ROE above 12% indicates solid financial health. Customer Satisfaction: 72.25% conformity shows areas needing improvement. Key Improvements: Enhance managerial friendliness and employee responsiveness Keywords: Performance Measurement, Balanced Scorecard, Customer Satisfaction, Rice Distribution, Importance Performance Analysis

ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN BARBERSHOP DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMENT

For companies in the service sector, especially REF Barbershop, quality improvement and service processes must be customer oriented. To improve the quality of customer service at REF Barbershop, a service quality analysis method is needed. An effective service quality analysis method is to combine the Service Quality (SERVQUAL) method which is integrated with the Quality Function Deployment (QFD) method using the House Of Quality Model. The application of the SERVQUAL method to identify strengths or advantages in the service industry, while the QFD method guarantees that services will be provided according to customer needs. The QFD method using the House Of Quality Model is a collection of matrices containing customer desires and service quality characteristics which are all generated from questionnaire processing. Service design at REF Barbershop using the Service Quality method found a gap that occurred on the customer side, namely between the level of perception and the level of expectation, namely: Availability of toilets obtained a gap value of -0.880, Having good and modern equipment obtained a gap value of -0.580, Cleanliness and completeness equipment, the gap value is -0.360, Availability of queue numbers is obtained the gap value is -0.180, Employees receive consumer complaints quickly, the gap value is -0.140, friendly and courteous service to customers is obtained, the gap value is -0.080. The use of Quality Function Deployment which makes the level of customer satisfaction as the Voice of the Customer and makes the House of Quality then gets 4 Technical Responses, namely: providing training to improve employee performance and rewarding employees whose performance has increased and giving sanctions to employees who perform poorly, providing queue numbers and toilets to increase comfort, improve and schedule regular equipment quality checks, make picket schedules for facility maintenance and cleanliness. From the results of the technical response it can be useful to build and improve services at REF Barbershop.

Quality Improvement Program for Colocation Data Center Services Using Quality Function Deployment (QFD)

When a product is launched, it's always been expected by the company that the product is going to be sold out in the market. But, after three years of selling XYZ colocation data center services, the sales of this product still hasn't achieve its target. Therefore, an evaluation is needed to know how costumers value the product in the market and what's needs to be done to improve its value. XYZ Data Center Management has conducted a preliminary analysis through discussion with customers, a comparative study with competitors, and discussion with internet service provider association. It's concluded that there is quality in XYZ Data Center, both in features and services that don't satisfying enough. Further analysis then conducted with Quality Function Deployment or QFD as a research method. The reason behind the use of QFD is because of its ability to identify what customers want, and translate it into the company's need in terms of technical responses. The result obtained from this research is the attributes that customers need and the technical responses required to answer it. Examples of attributes are the availability of the working room, the availability of site visit procedure, the accuracy of time needed for installation, etc. And for technical response, the examples are making a portal for trouble handle monitoring in integration with a call center, an improvement on IT Hall layout building a portal for installation monitoring, etc.

Conceptual design of controllers for automated modular construction machines

A systematic design approach overcomes the inefficiency associated with the ad hoc development of control strategies, which depends on experience and trial-and-error [1], for automated modular construction machines. Implementation of controllers requires planning at the conceptual design phase. Axiomatic design (AD) has been introduced in developing control solutions. This paper formalizes the conceptual design methodology in building a controller with the use of quality function deployment (QFD) as a design and an analysis tool. The controller design approach using QFD has been applied to the automated steel wall framing machine and to a 2-degree-of-freedom (2 DOF) robotic arm, which can be readily extended to n-DOF robotic manipulators. The analysis and decoupling techniques for controller design presented in this paper differ from those used in traditional AD. QFD for controller design provides continuous transfer functions to represent relationships and mathematical decoupling that is easily implemented in software.

Quality Function Deployment and Analytic Hierarchy Process: A literature review of their joint application

The aim of this paper is to review the literature on the combined use of Quality Function Deployment (QFD) and Analytic Hierarchy Process (AHP) methodologies and to apply a comprehensive analysis over the resulting publications. The paper seeks to classify the articles with regard to their variations and extensions, and application areas. The articles are mostly applied in manufacturing, supply chain, higher education, strategy, service and sustainability. This review is characterized by a quantitative and qualitative approach of a non-probabilistic intentional sample composed of 100 academic papers – 98 articles and 2 reviews. For this purpose, the Scopus database was selected as a means to undertake a systematic investigation with a longitudinal cut from 1994 to 2015. The aim of this paper also contributes toward complementing Ho and Mehrjerdi revisions on deepening the QFD-AHP joint application. The limitation is related to the sample of works focus of this review, restricted to the Scopus database, thereby not characterizing the literature universe. A proposal for further investigations is to expand the search scope to other databases and to carry out a deeper analysis on each application area presented.

Use of Quality Function Deployment for Gold Mining Feasibility Study (Case Study: Designing Explosive Storage Area)

In the mining industry, at the beginning of development of a project, a consultant is assigned to build a design feasibility study to incorporate the client requirement, government regulation, and other inputs into the design. The consultant usually faces overwhelmed stages due to changes caused by the client and other stakeholders and has to repeat the process of inputting requirements into the design, which will cause delays for the projects. To enhance this design process and improve the quality, the use of “ House of Quality (HoQ)” as part of Quality Function Deployment (QFD) was carried out. In this study it was attempted to improve the design of the Explosive Storage Area, which is the most complicated area where client expectations on the design are required, to meet the regulation. This study also aims to see how much time is saved during the design stages by using the HoQ. From the study, the technical importance rating of the containerized building showed the highest point (13%) followed by a radius between detonation and ammonium nitrate storage area (11%). The improvement design was developed and prioritized based on the rating from technical importance and the results of the design showed great satisfaction of the client. The duration of the design stage was also saved by almost 3 days of the normal design process without using QFD. This study showed the ability of QFD to enhance and assist during the design phase in the feasibility study, and resulted in great client satisfaction for the final product.

PSS modularisation: a customer-driven integrated approach

The shift from product ownership to integrated solutions (Product-Service Systems (PSSs)) is expected to lead to a higher customer satisfaction in many cases compared to providing products and services separately. PSS providers are required to add more value to the products they offer, as well as to augment and diversify the services related to these products. To deal with this complex task, this paper proposes a practical methodology to support manufacturers in designing services related to the proper functioning of their products fulfilling customers’ needs and expectations. This approach is based on the synergic use of Quality Function Deployment for PSS (QFDforPSS), Axiomatic Design (AD) and the service blueprint tools, providing a correlation between the customers’ expectations, the PSS components and the PSS modules. The methodology was verified by means of a service modularisation for PSS at a company operating in the biomedical sector. While the proposed approach needs to be validated through further studies in different contexts, its positive results in reducing both the risk of overdesigning and the possibility of creating design conflicts can contribute practically to the scientific knowledge on the development of integrated solutions.

Application of quality function deployment for the design and development of a lathe machine

The objective of the study is to primarily develop a framework for a competitive customer driven product development through quality function deployment (CDPD-QFD). The development of model framework constitutes the opinions and expressions of two distinct groups viz. Voice of customer (VoC) and voice of engineer (VoE), and also its implementation. The modified and enhanced version of quality function deployment-based customer driven product development model has been discussed, implemented and justified with a real-life case study on a centre lathe. Implementation of 43% of total engineering characteristics viz. service life, speed control on the machine, production capacity accuracy of the machine, vibration occurring on lathe bed and application of QFD methodology to design of each and every part of machine leads to 70.63% of desired customer satisfaction level. The study concludes by achieving the specific aims of developing a comprehensive systematic methodology and fills in a number of gaps in existing knowledge regarding the effective development and use of quality function deployment in customer driven product development process.

Employing the quality function deployment (QFD) method to support knowledge management in innovation process planning

This article proposes the use of Quality Function Deployment (QFD) matrix diagram to one of the stages of the innovation process planning. The purpose of this approach is to support knowledge management, specifically the codification of tacit knowledge. Innovation processes are usually carried out by multidisciplinary teams in which arrangements are often problematic due to communication problems. An example of the choice of an innovative solution in a manufacturing company shows the extent to which the use of the QFD method diagram helps to share knowledge in order to take decisions related to planning the goal of the innovation process. We proposed the modification of QFD matrix to include the scale of risk characterizing each of analyzed solutions.

Aplicação do desdobramento da função qualidade em serviços: uma análise da literatura

A crescente competição tem obrigado as empresas a proverem serviços inovadores de modo a exceder as expectativas dos clientes garantindo sua competitividade no mercado. Assim, compreender quais são as necessidades dos clientes e como atendê-las é algo imperativo para as organizações. O desdobramento da função qualidade (quality function deployment - QFD) é um método que busca atingir este propósito. Neste âmbito, o presente trabalho tem por objetivo demonstrar as aplicações do QFD no contexto de serviços por meio de uma revisão bibliográfica. Para atender esse objetivo, um processo estruturado de busca e organização bibliográfica foi aplicado para a seleção e análise de um portfólio resultante de 25 artigos estritamente ligados ao tema central do QFD aplicado a serviços. Os resultados obtidos mostram que o emprego do QFD é preponderantemente restrito a primeira matriz e ao levantamento das necessidades dos clientes e características da qualidade do serviço, o que restringe sua aplicação. Além disso, constata-se que o método é geralmente aplicado em conjunto com outras ferramentas, de modo a complementar algumas de suas limitações. Finalmente, verifica-se que o QFD quando aplicado ao setor de serviços objetiva principalmente aprimorar serviços já ofertados, sendo relativamente pouco aplicado para o desenvolvimento de novos serviços.

Proposal and evaluation of a selection procedure for cast parts

The design of casting components is a complex activity, which is usually based on guidelines scattered in the literature, or based on the designer’s accumulated experience. A single failure in the casting process selection can increase design and production time and, in critical cases, result in a collapse of the manufacturing and assembly of components. Nowadays the selection is made by prioritizing the features of the casting process, but this action could be carried out during the product development stage, assisting the designer. This could allow the project to adjust to a more viable casting process. In this context, our goal is to propose a selector for casting processes to be used during the early stages of the embodiment design. It was achieved through the use of quality function deployment and design for manufacturing (DFM) principles. Our proposal relates the component’s main functions with each process characteristic (mass, minimum section thickness, draft angle, surface finish, dimensional tolerances, minimum lot and lead time) through a correlation matrix, resulting in importance indexes for these characteristics. Furthermore, the importance indices obtained are related to the capability of each casting process discussed, providing a process rating. A checklist based on DFM principles is also provided to guide the designer when a need for improvement is observed or no processes are suited for producing the desired part. For validation, two ferrous and two nonferrous cast parts were analyzed. The results were compared with other selectors described in the literature and with processes actually used in the industry. Thus, they have shown a good relation with the other methods, especially regarding the quantitative classification determined by the proposed selector.

QFD aplicado ao desenvolvimento de software: priorização de requisitos do cliente em uma matriz de funções

O Quality Function Deployment (QFD) é um método usado para desenvolvimento de produtos em diversos setores industriais. Uma de suas aplicações é no desenvolvimento de software. Neste trabalho, objetivou-se demonstrar uma aplicação do QFD e obter melhor entendimento dos requisitos dos clientes, facilitando o desenvolvimento do software. A aplicação foi baseada em dados e informações já existentes utilizadas no desenvolvimento de um software para captura de imagens advindas de equipamentos radiológicos, sem o uso do QFD. Comparando-se o desenvolvimento com e sem o QFD verificou-se melhoria na compreensão sobre o entendimento e priorização dos requisitos do cliente; porém, observaram-se pontos negativos, como baixa priorização de funções essenciais do programa. Este trabalho destaca-se por possibilitar a construção de uma matriz de funções. Com isso, concluiu-se que a utilização do QFD é adaptável ao desenvolvimento de software, proporcionando um suporte importante na identificação de prioridades de desenvolvimento, organização e documentação de requisitos.

A Novel Software Tool to Generate Customer Needs for Effective Design of Online Shopping Websites

Effective design of online shopping websites is the need of the hour as design plays a crucial role in the success of online shopping businesses. Recently, the use of Quality Function Deployment (QFD) has been reported for the design of online shopping websites. QFD is a customer driven process that encompasses voluminous data gathered from customers through several techniques like personal interview, focus groups, surveys etc. This massive, unsorted and unstructured data is required to be transformed into a limited number of structured information to represent the actual Customer Needs (CNs) which are then utilized in subsequent stages of QFD process. This can be achieved through brainstorming using techniques like Affinity Process. However, integrating the Affinity Process within QFD is tedious and time consuming and cannot be dealt with manually. This generates a pressing need for a software tool to serve the purpose. Moreover, the researches carried out so far have focused on QFD application, post the generation of CNs. Also, the available QFD softwares lack the option to generate CNs from collected data. Thus, the paper aims to develop a novel software tool that integrates Affinity Process with QFD to generate customers' needs for effective design of online shopping websites. The software system is developed using Visual Basic Dot Net (VB.Net) that integrates a MS-Access database.

Developing usable products in the supply chain of Mazandaran spinning industry by Quality Function Deployment (QFD)

In order to develop usable products, human needs and requirements have to be taken into consideration. By employing the QFD (Quality Function Deployment) method the human needs are systematically matched with the product characteristics, which can help to improve the product quality. In this paper the use of QFD in the area of usable products is discussed and a case study is presented to improve the supply chain of mazandaran spinning industry. The QFD method was used in the case study to translate the needs of usable yarn in spinning the carpet in the moist climate into product characteristics. The QFD analysis of the usable carpet revealed that the characteristics of the yarn were receiving the highest overall quality, which means that improving the design of the best quality yarn Proportional of the moist climate for spinning the carpet would lead to higher customer satisfaction. The importance of developing products that meet the customer or human needs is a priority area in the product development process. With knowledge in Selection of raw materials according to weather conditions it is possible to reveal information of the human needs and requirements. However, in the product development process it also is important to match the climate needs with the product characteristics, which can be achieved by using the QFD method. The knowledge of Selection of raw materials according to weather conditions and the use of the QFD method are therefore useful tools in designing high quality products.

Optimizing parameters of a technical system using quality function deployment method

The article shows the practical use of Quality Function Deployment (QFD) on the example of a mechanized mining support. Firstly it gives a short description of this method and shows how the designing process, from the constructor point of view, looks like. The proposed method allows optimizing construction parameters and comparing them as well as adapting to customer requirements. QFD helps to determine the full set of crucial construction parameters and then their importance and difficulty of their execution. Secondly it shows chosen technical system and presents its construction with figures of the existing and future optimized model. The construction parameters were selected from the designer point of view. The method helps to specify a complete set of construction parameters, from the point of view, of the designed technical system and customer requirements. The QFD matrix can be adjusted depending on designing needs and not every part of it has to be considered. Designers can choose which parts are the most important. Due to this QFD can be a very flexible tool. The most important is to define relationships occurring between parameters and that part cannot be eliminated from the analysis.

Supporting product development in the textile industry through the use of a product lifecycle management approach: a preliminary set of guidelines

Product Lifecycle Management (PLM) is in some segments, such in the aerospace and defence (A&D) and automotive fields, a well-known business approach to support product development. However, while these markets recognise the power of PLM, others, such as textile, which searches for more performing solutions to meet the new globalised market competitiveness, still need to take the first steps towards a better understanding of how its processes/features could support the company businesses. For this reason, this paper aims to provide a roadmap about where and how PLM could support the development of textile products, in particular those ones that should be quickly innovated in order to answer to the volatile customers’ demand (fast fashion scenario), adopting a user-centred approach. Starting from a rigorous formalisation of the textile New Product Introduction (NPI) process, weaknesses and strengths have been then formalised via the involvement of NPI stakeholders catching and analysing their needs as users/actors. This set of requirements has been then correlated with the PLM features, through the use of Quality Function Deployment (QFD), in order to define a set of guidelines describing for each NPI process how PLM processes/features could be linked and which benefits could be obtained with this link. These guidelines could help textile companies to have a clearer idea of the advantages that could be obtained through the adoption of the PLM approach. Hence, the proposed methodology is able to provide to the company with a quantification of the impact of the PLM features on its processes. Moreover, it could support vendors to provide their solutions with more tailored features.

An integrated fuzzy MCDM approach for supplier evaluation and selection

A fuzzy multi-criteria group decision making approach that makes use of quality function deployment (QFD), fusion of fuzzy information and 2-tuple linguistic representation model is developed for supplier selection. The proposed methodology seeks to establish the relevant supplier assessment criteria while also considering the impacts of inner dependence among them. Two interrelated house of quality matrices are constructed, and fusion of fuzzy information and 2-tuple linguistic representation model are employed to compute the weights of supplier selection criteria and subsequently the ratings of suppliers. The proposed method is apt to manage non-homogeneous information in a decision setting with multiple information sources. The decision framework presented in this paper employs ordered weighted averaging (OWA) operator, and the aggregation process is based on combining information by means of fuzzy sets on a basic linguistic term set. The proposed framework is illustrated through a case study conducted in a private hospital in Istanbul.

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.

The Method for Motivation by Quality Function Deployment (QFD)

Abstract This paper presented a study on proposing a method for motivation with the use of QFD. It was reported by three students who majored in MOT at Graduate School of Science and Engineering, Yamagata University in 2009. QFD has been widely used in manufacture and service industries for making improvement with the existing products and programs. However, in this study, QFD was not used in the sense of “activation” to improve motivation. Rather, it took the viewpoint of “what is required by customers”, the central theme QFD, to approach the problem. With reference to the process of knowledge conversion suggested by the SECI Model, the study operated with the basic principles and steps of QFD. In the paper, the major steps of QFD leading to setting quality planning were outlined and the implication of the study was discussed.

An integrated fuzzy QFD and fuzzy goal programming approach for global facility location-allocation problem

Companies pursuing extension of their activities and new companies in establishment phase are using various concepts and techniques to consider location decision, because location greatly affects both fixed and variable costs and on the overall profit of the company. This paper suggests a new use of quality function deployment (QFD) for facility location selection problem instead of applying it to traditional product quality promotion. Fuzzy sets concept is also incorporated to deal with imprecise nature of the linguistic judgments of decision makers. First, fuzzy QFD as a stand-alone approach is presented to address international facility location selection decision. To consider resource limitations and operational constraints, fuzzy goal programming is combined with fuzzy quality function deployment to present a developed approach to deal with global facility location-allocation decision. A demonstration of the applicability of proposed methodologies in a real-world problem is presented.