Determination of an optimal set of design requirements using house of quality

Quality Function Deployment (QFD) has been used to translate customer needs and wants into technical design requirements in order to increase customer satisfaction. QFD utilizes the house of quality (HOQ), which is a matrix providing a conceptual map for the design process, as a construct for understanding Customer Requirements (CRs) and establishing priorities of Design Requirements (DRs) to satisfy them. Some methodological issues occurring in the conventional HOQ are discussed, and then a new integrative decision model for selecting an optimal set of DRs is presented using a modified HOQ model. The modified HOQ prioritization procedure employs a multi-attribute decision method for assigning relationship ratings between CRs and DRs instead of a conventional relationship rating scale, such as 1–3–9. The proposed decision model has been applied to an indoor air quality improvement problem as an illustrative example.     

Applying fuzzy quality function deployment to identify service management requirements for customer quality needs

In this paper a fuzzy quality function deployment to identify service management requirements for customer quality needs is developed. First, customer quality needs with importance degree have been investigated followed by development of service management requirements for satisfying the observed customer quality needs. Furthermore, construct a fuzzy relation matrix to link service management requirements and customer quality needs based on cross-functional expertise. The aggregated fuzzy assessments of various service management requirements are ranked to determine their importance priority. Finally, an empirical study for identifying the service management requirements for customer quality is used to demonstrate the proposed approach.     

Applying a hidden Markov chain model in quality function deployment to analyze dynamic customer requirements

This study applies a hidden Markov chain model in quality function deployment to analyze dynamic customer requirements from probabilities viewpoints. In reality, the needed probabilities can be computed based upon the experts’ opinions for economic conditions as well as the customers’ surveys by asking customers’ preferences under different economic conditions. Each customer requirement can be analyzed as time goes by. In addition, the changes for each technical measure can be closely examined from time to time. More importantly, when new customers’ surveys are conducted and available as well as the new economic conditions analyzed by experts have been updated, both customer requirements and technical measures can be adjusted in a timely basis to reflect and fulfill the dynamic customer requirements. As a result, this proposed approach provides a decision maker to analyze and satisfy both past and present customer needs early on such that a better strategy can be made based upon the most updated customers’ surveys and economic conditions.     

Benchmarking sustainable E-commerce enterprises based on evolving customer expectations amidst COVID-19 pandemic

The 2019 coronavirus disease (COVID-19) pandemic has seriously impacted the performance of all types of businesses. It has given a tremendous structural boost to e-commerce enterprises by forcing customers to online shopping over visiting physical stores. Moreover, customer expectations of the digital and operational capabilities of e-commerce firms are also increasing globally. Thus, it has become crucial for an e-commerce enterprise to reassess and realign its business practices to meet evolving customer needs and remain sustainable. This paper presents a comprehensive performance evaluation framework for e-commerce enterprises based on evolving customer expectations due to the COVID-19 pandemic. The framework comprises seven primary criteria, which are further divided into 25 sub-criteria, including two sustainability factors, namely, environmental sustainability and carbon emissions. The evaluation approach is then practically demonstrated by analyzing the case of three Indian e-commerce firms. The results are obtained using a multi-criteria decision-making (MCDM) method, namely, Fuzzy VIKOR, to capture the fuzziness of the inherent decision-making problem. Further, numerical analysis is conducted to evaluate and rank various e-commerce enterprises based on customer expectations and satisfaction benchmarks. The findings explain the most important criteria and sub-criteria for e-commerce businesses to ensure customer expectations along with their economic and environmental sustainability.     

新课标背景下地方院校数学教育方向学生数学素养的培养

基于数学新课程标准对中学数学教师素养提出的新要求,在对娄底市数学教师要求调查现状分析的基础上,结合我系数学教育方向课程实施情况和培养方案,找出存在的差异,提出合理建议,改进培养方案,为学生的就业和未来发展打定良好的基础。     

高职应用型中药专业人才培养模式的探索与实践

为了体现现代高职中药教育教学思想,根据江苏中医药产业的需要,提出与之相适应的应用型中药专业技术人才培养模式,本文以苏州卫生职业技术学院中药专业为例,阐述了高职中药专业建设实施过程中人才培养的必要性,人才培养的方案,课程体系建设,实验实训教学,建设发展方向等这几个方面的内容。探讨培养高素质、应用型中药专业技术人才的方法,从而满足中药岗位对应用型专业人才的需求,为中药专业建设提供参考。     

Enterprise Education: The Role of Head Teachers

In the UK there have been recent policy developments in enterprise education, following the Davies Report (2002). In Scotland there has been the launch of a comprehensive enterprise education programme, the Determined to Succeed Strategy (Scottish Executive, 2003) for all schools in Scotland. This Strategy represented the Executive’s response to a working party review of education and enterprise. The review, Determined to Succeed, 2002 represented a comprehensive overview of requirements in order to provide enterprise education in all schools in Scotland. The aim stated is to “take an innovative and experimental approach in developing key themes in the initiative around the professional development of teachers, the engagement of disengaged school students and the promotion of a focused and resource-intensive approach to Enterprise in Education” (Scottish Executive, 2004). This paper reviews developments in enterprise education and the role of Head Teachers and Deputy Head Teachers (school principals and vice-principals). It reports the findings from research conducted with a Leadership Academy, delivered by the Columba 1400 organisation, with Head and Deputy Head Teachers for the Scottish Executive and assesses their critical role in enterprise education.     

浅谈高校顾客满意战略

为实施高教质量工程,高校的质量观应由"符合型"转向"适用、服务型",应倡导顾客满意战略的实践。文中结合实际探讨高校为何要倡导顾客满意战略、高校顾客的需求和期望、学生满意测评等。     

Stakeholders expectations of an environmental management system: some exploratory research

This paper emanates from a larger research project (see Kamp-Roelands and Bouma, 1998) which has a practical focus. This research project seeks to start the process of exploring how environmental management information systems could be designed such that they better satisfy the needs of those using the information which emerges from these systems. In order to develop this work it was necessary to first generate some information about the internal and external stakeholder needs with respect to environmental information. This task has been tackled in the context of a single site of a multinational company. For this site a range of stakeholders were identified and questioned in some detail about, inter alia, their expectations of what an environmental management system (hereafter EMS) could achieve, their motives for using environmental information, how important they viewed various pieces of information to be and their views on quality of information issues. This paper presents the data gathered from this part of the larger project and seeks to determine if there are particular aspects which should be taken into account in EMS design and whether or not internal and external stakeholders are different from each other in their expectations about EMSs. Finally, some tentative concluding remarks are made on the implications of this work for the further investigation of the EMSs.     

Industrial innovation - Matching technological offering to customer need

The objective of Government in the United Kingdom in promoting industrial innovation is assumed to be to increase the competitiveness of British firms. The measure of achievement of this objective will be if U.K. firms and industries are able to take significant shares of world markets, and especially of those new markets that will be based on advanced or new technologies.The nature of firms technological offerings is discussed, and customer needs and the types of markets they create. A continuum of relationships between technological offerings and customers’ needs is described. This enables a classification and characterisation of different types of firms or businesses.On the basis of this classification, it is argued that firms generally should be encouraged to move towards offering ready-made products and/or aiming to satisfy customer needs in mass-markets. Second, it is suggested that the above objective of Government is unlikely to be achieved through the funding of technological developments alone. There should be an equal direction of funds to firms for customer research and the definition and development of markets.     

From supply to demand chain management: efficiency and customer satisfaction

How do companies in the fast-growing industries achieve good customer satisfaction together with efficiency in supply chain management (SCM)? This inductive case study of six customer cases of Nokia Networks, one of the leading providers of mobile telecommunication technology, led to propositions exploring that question. Good relationship between the customer and the supplier contributes to reliable information flows, and reliable demand information flows in turn contribute to high efficiency—these are well-researched issues also in other industry environments. But in a fast-growing systems business such as mobile telecommunications industry, the supplier needs to be able to adapt its offering to a wide variety of customer situations and needs. Understanding the customer’s situation and need together with the right offering contributes to good co-operation in improving the joint demand chain, which further leads to superior demand chain efficiency and high customer satisfaction.     

数据挖掘技术在推广教育规划中的应用研究

采用数据挖掘技术来分析武汉某所职业技术学院的入学者在推广教育课程中的选课偏好和课程完成率之间的关系。将2003年至2008年的入学者在推广教育课程中的选课记录用三种数据挖掘算法进行分析。研究结果作为在推广教育规划中课程设置的一个参考。     

自动化专业教学改革之人才培养方案改革

本文以宝鸡文理学院电气系自动化专业为例,介绍了我校自动化专业人才培养方案的改革内容,提出了核心课程教学团队的做法,促进自动化专业的深度教学改革,为提高人才培养质量而努力。     

高等教育营销理论视阈下独立学院运行模式研究——以南京信息工程大学滨江学院为例

本文以南京信息工程大学滨江学院为例,分析独立学院在营销管理导向下,运用营销管理理论中的目标市场、顾客需要、整合营销等核心概念来指导自身的办学实践。具体表现在:运用目标市场策略,找准学院的目标市场与办学定位;满足顾客需要,全面实施服务营销战略;运用整合营销战略,提升学院竞争力。     

客户管理与供应链管理的数字化忠诚系统研究

论述了企业需要建立数字化忠诚系统来整合客户关系管理（CRM）能力和供应链管理（SCM）能力，从而科学合理对待每位客户，将给企业带来新的数字经济效益。阐明了建立数字化忠诚系统模式的一些基本假设。并提出了理解客户价值与需求以及供应链成本、系统设计、系统管理与执行、效果评价等“四步法”。通过建立数字化忠诚系统，企业能够创造一种有效的管理循环和竞争优势，从而将之成为企业的核心竞争力。     

Sustainable evaluation and verification in supply chains: Aligning and leveraging accountability to stakeholders

Managers are being challenged by multiple (and diverse) stakeholders, which have variety of expectations and informational needs about their firm’s supply chains. Collectively, these expectations and needs form a multi-faceted view of stakeholder accountability, namely the extent to which a firm justifies behaviors and actions across its extended supply chain to stakeholders. To date, sustainable supply chain management research has largely focused on monitoring as a self-managed set of narrowly defined evaluative activities employed by firms to provide stakeholder accountability. Nevertheless, evidence is emerging that firms have developed a wide variety of monitoring systems in order to align with stakeholders’ expectations and leverage accountability to stakeholders. Drawing from the accounting literature, we synthesize a model that proposes how firms might address accountability for sustainability issues in their supply chain. At its core, the construct of sustainable evaluation and verification (SEV) captures three interrelated dimensions: inclusivity, scope, and disclosure. These dimensions characterize how supply chain processes might identify key measures, collect and process data, and finally, verify materiality, reliability and accuracy of any data and resulting information. As a result, the concept of monitoring is significantly extended, while also considering how different stakeholders can play diverse, active roles as metrics are established, audits are conducted, and information is validated. Also, several antecedents of SEV systems are explored. Finally, the means by which an SEV system can create a competitive advantage are investigated.     

A case study on the application of Fuzzy QFD in TRIZ for service quality improvement

The improvement of service quality so as to enhance customer satisfaction has been widely mentioned over the past few decades. However, a creative and systematic way of achieving higher customer satisfaction in terms of service quality is rarely discussed. Recently, TRIZ, a Russian acronym which means “Theory of Inventive Problem Solving,” has been proven to be a well-structured and innovative way to solve problems in both technical and non-technical areas. In this study, a systematic model based on the TRIZ methodology is proposed to generate creative solutions for service quality improvement. This is done by examining first the determinants of service quality based on a comprehensive qualitative study in the electronic commerce sector. Then the correlation between the imprecise requirements from customers and the determinants of service quality is analyzed with Fuzzy Quality Function Deployment (QFD) in order to identify the critical determinants relating to customer satisfaction. After which, the corresponding TRIZ engineering parameters can be effectively applied in the TRIZ contradiction matrix to identify the inventive principles. A case study is illustrated to demonstrate the effectiveness of our approach in an e-commerce company, and its results are presented to show the applicability of the TRIZ methodology in the e-service sector.     

广州地铁顾客期望管理研究初探

加强服务业的顾客管理,以求在竞争中求得生存和发展,已经成为我们面临的一个紧迫的问题。本文首先探讨顾客期望的内涵,对广州地铁顾客期望的因素进行了探索性研究,并提出广州地铁顾客期望管理的相关策略。     

新型物流服务模式探讨

随着社会经济的快速发展,物流企业之间的竞争日益加剧,客户选择的空间越来越大。只有提供准时、高效、直接的优质物流服务,并对客户投诉做出快速回应,才能更好地满足客户需求。同时,物流公司还要不断营造良好的企业文化氛围,给客户以新的感觉和期望,以建立忠诚的客户群。     

Using OWA aggregation technique in QFD: a case study in education in a textile engineering department

Quality Function Deployment (QFD) is a systematic approach that considers customer needs through design, production, marketing, and support stages. Customer needs are the main input for QFD, so voice of customer must be understood well and changes, innovations, and treatments must be held in this view. In QFD applications, determining the priorities of customer needs is a fairly important stage. This is mostly held by Analytic Hierarchy Process (AHP) a multicriteria decision making technique. Nonetheless, Ordered Weighted Averaging (OWA) is an aggregation technique mostly used in decision making for multicriteria decision problems. So, combining these two techniques will give a different viewpoint for prioritizing the customer needs in QFD applications. The aim of this study is to show the use of Ordered Weighted Averaging (OWA) aggregation technique in QFD applications. For this purpose a case study in Dokuz Eylül University Textile Engineering Department was held. It was aimed to support the efforts on increasing the education quality by determining the students’ needs and opinions using QFD with OWA.