基于质量功能展开的顾客满意度研究

质量功能展开是基于顾客要求的结构化产品开发方法。把质量功能展开（Quality Function Deployment,QFD）方法引入顾客满意度研究中,建立了顾客满意度测评的质量屋模型。通过多阶段的QFD模型将总体顾客满意度逐步展开为易于顾客判断的指标,进而实施了顾客满意度指数的测评;并通过某家电企业的顾客满意度测评实例,说明了这种方法实施过程。     

质量功能展开(QFD)——一种顾客驱动的先进质量管理技术

了解顾客需要,倾听顾客声音是当今企业以顾客为中心,提高质量竞争力的重要途径之一。随着ISO9000质量管理体系标准和六西格玛管理在国际上的推行,质量功能展开(Quality Function Deployment)作为一种顾客驱动设计方法论和质量管理技术广泛应用于诸多领域。本文介绍了QFD的基本概念、原理,并通过在教育业应用实例展现了QFD的优越性。     

Optimization tools for design and marketing of new/improved products using the house of quality

Quality function deployment (QFD) has helped many firms realize significant reduction in product design costs and development time. The QFD process includes ranking customer preferences, rating the competitors, and parts deployment for the new/improved product. Prior to this research, such activities have been performed based on expert opinion, or the “best-in-class” approach. We develop and solve optimization models for the identification of consensus rankings and ratings, that take into account the priorities and perceptions of all the customers in a target market. Then, based on the consensus rankings, we identify a parts mix for the new/improved product that satisfies a budget constraint and matches or exceeds the performance expectations of all customers surveyed in the target market. Finally, we show how the QFD charts can be used to identify competitors that are falsely perceived as superior, as well as areas where the firm's marketing strategies have had the desired effects. Such insights are useful in developing the future marketing strategy of the firm.     

Applying fuzzy quality function deployment (QFD) to identify solutions of service delivery system for port of Kaohsiung

The main purpose of this paper is to apply fuzzy quality function deployment (QFD) model to identify solutions of service delivery system (SDS) for port of Kaohsiung from the viewpoints of customers. At first, to facilitate the main issue of the QFD problem, however, the ‘what’ question of customer needs and ‘how’ problem of the services have to be made, which are two major components and be emphasized on the house of quality (HOQ) matrices. In conjunction with fuzzy sets theory, hence, the systematic procedures using fuzzy QFD were proposed in this paper. Subsequently, a case study for port of Kaohsiung demonstrated the systematic appraisal process for identifying solutions of SDS. The results of empirical study show that (1) 10 key factors are deemed as to have priority to improve the quality of SDS for Kaohsiung port; and (2) eight feasible solutions for improving service quality performance are identified. Moreover, it is suggested that port Authority of Kaohsiung should listen attentively the voice of customers and emphasize on exploiting these customer requirements effectively. And then develop the ‘how’ issues of profiles of solutions, which should continuously strengthen the perspectives of customer, internal business process, and learning and growth, respectively.     

Integration of the Kano and QFD model in health food development: using black beans as examples

This study applied the Kano two-dimensional quality model and quality function deployment (QFD) to develop the black bean’s reputation as a health food and identify quality attributes of consumers’ needs in order to effectively control the attributes. This study first conducted a literature review and summarized the product’s quality attributes and then carried out expert interviews to determine health food quality attributes and consumer need quality attributes. A questionnaire survey was conducted to discuss which quality attributes of black beans consumers perceived to be important when they were presented as a health food and classify their answers using the quality attributes in the Kano model in order to effectively control consumers’ needs. Consumers’ demand for quality attributes was transformed into a technique of product quality development. In a matrix of the two constructs, quality classification of health food in the Kano model and order of consumers’ satisfaction with eating types of health food products, quality factors were transformed into technical specifications of product development for QFD and the construction of the first-stage of the House of Quality matrix. The results serve as references for companies to effectively distribute resources and establish strategies of product development, enhance product quality and consumer satisfaction, reduce product development time, and increase the success rate of products in the market. The results contribute to the health food enterprises are not only can make profit of product but also meet customers’ need.     

A combination of QFD and imprecise DEA with enhanced Russell graph measure: A case study in healthcare

Quality function deployment (QFD) is a proven tool for process and product development, which translates the voice of customer (VoC) into engineering characteristics (EC), and prioritizes the ECs, in terms of customer's requirements. Traditionally, QFD rates the design requirements (DRs) with respect to customer needs, and aggregates the ratings to get relative importance scores of DRs. An increasing number of studies stress on the need to incorporate additional factors, such as cost and environmental impact, while calculating the relative importance of DRs. However, there is a paucity of methodologies for deriving the relative importance of DRs when several additional factors are considered. Ramanathan and Yunfeng [43] proved that the relative importance values computed by data envelopment analysis (DEA) coincide with traditional QFD calculations when only the ratings of DRs with respect to customer needs are considered, and only one additional factor, namely cost, is considered. Also, Kamvysi et al. [27] discussed the combination of QFD with analytic hierarchy process–analytic network process (AHP–ANP) and DEAHP–DEANP methodologies to prioritize selection criteria in a service context. The objective of this paper is to propose a QFD–imprecise enhanced Russell graph measure (QFD–IERGM) for incorporating the criteria such as cost of services and implementation easiness in QFD. Proposed model is applied in an Iranian hospital.     

Applying repertory grids technique for knowledge elicitation in quality function deployment

The repertory grids technique is applied in quality function deployment to elicit the voice of the customers and to derive the importance for each customer requirement from a group of customers. In addition, the repertory grids technique can be used in the relationship matrix to quantify the numerical relationships between customer requirements and technical measures from a group of team members. An integration of the repertory grids technique and quality function deployment would make quality function deployment systematically to gather customer needs for better product or service planning and to determine the relationships between customer requirements and technical measures since the final analyses rely heavily on the results of this relationship matrix. A case illustration is provided to show the usefulness of applying the repertory grids technique in quality function deployment.     

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.     

Multi-layer quality function deployment (QFD) approach for improving the compromised quality satisfaction under the agency problem: A 3D QFD design for the asset selection problem in the shipping industry

The aim of this paper is to improve the quality function deployment (QFD) method by utilizing requirements of both the major customer and the service provider. The QFD method was first applied to the shipbuilding industry and the main goal of the method is to improve the production processes by using customer requirements in connection with the related technical measures of the product. However, one of the critical criticisms of the QFD is based on the lack of proper budget assessment and the satisfaction of the producer (or service provider). The multi-layer QFD design is proposed to collect responses from both customer and the service provider so as to ensure satisfaction of all parties including financial feasibility of the intended improvements. Hence, the agency problem between parties will be eliminated.     

Modeling and initiating knowledge management program using FQFD: a case study involving a healthcare institute

Knowledge is the most important asset for an organization to create value and sustainable competitive advantage. This study deconstructs a knowledge management (KM) model for utilizing nursing knowledge assets in terms of KM processes and KM enablers. Knowledge management processes are the activities or initiatives an organization puts in place to enable and facilitate the creation, sharing and use of knowledge for organizational benefit. This study examines, analyzes and prioritizes the KM enablers to facilitate knowledge processes and foster the successful development of organizational knowledge. In doing so, this study applies fuzzy quality function deployment (QFD) to deploy the necessary enabler items in detail for KM implementation. Based on the analytical results of fuzzy QFD (FQFD) for the case-study hospital, the priority order of the KM enablers is measurement, leadership, technology and culture. The results of FQFD also show that reinforcing KM enablers is necessary to promote elements in the KM process for the case hospital during KM program implementation.     

A fuzzy group decision-making approach in quality function deployment

Quality function deployment (QFD) is comprised of two major group decision-making processes. One is to collect the customer requirements from a group of customers, whereas the other is to determine the relationship between customer requirements and technical measures by a cross-functional team. Generally, different and/or even subjective opinions are quite often in a group decision-making process due to the limitations of experience and impreciseness. Obviously, the importance of each customer requirement and the relationship between customer requirements and technical measures are determined by a group of people with imprecision and vagueness. Under such circumstances, a fuzzy group decision-making approach can be applied in QFD to deal with a group decision-making process when the information is imprecise and fuzzy. Moreover, an example is provided as well as the computational steps to show this fuzzy group decision-making approach can be effectively used in QFD to make decisions with imprecision and vagueness.     

QFD技术在计算机软件改造中的应用

本文介绍了质量功能展开（ＱＦＤ）技术在计算机软件改造中的应用，案例表明，该方法效果显著。     

质量机能展开在高等教育质量改进中的应用研究

为适应快速变化的社会需求,培养相应的专业人才,高等教育要构建一个有效的培养体系。本文综述了质量机能展开（QFD）在高等教育质量改进中应用的现状,分析了高等教育的系统模式,提出了质量机能展开在高等教育质量体系中的应用展望。     

基于QFD、TRIZ和田口方法的集成化设计原理与方法研究

产品的设计质量决定了产品的固有质量。质量功能展开（QFD）是以顾客需求为导向,建立顾客要求与设计要求间的联系,寻找和挖掘影响产品质量的关键因素。创新问题解决理论（TRIZ）是一种专门研究创新和概念设计的理论,可通过普遍性工具获得领域解。田口方法可将设计概念转化为一系列切实可行的设计参数。文章对这三种设计方法进行了比较分析,并讨论了它们的集成应用问题。     

基于QFD的生产与运作管理课程顾客需求分析

论文首先对高校顾客进行识别,并对重要顾客加以分析,然后以QFD理论为指导,利用问卷调查的方法对《生产与运作管理》课程的重要顾客进行需求调查,在此基础上利用亲和图方法对该课程顾客需求进行分析。     

质量机能展开在新产品开发中的应用研究

文章以L冰箱公司所生产的家用冰箱为研究对象，演绎了把QFD技术引入到冰箱的开发中，以顾客和市场需求为出发点，进行质量机能展开，完成生产规划、零件配置、工艺规划、生产控制四阶段的质量屋过程，最后对具体实施QFD时可能遇到的问题提出了一些建议。     

External stakeholder engagement: Complementary and substitutive effects on firms' eco-innovation

In this paper, we investigate whether firms' engagements in collaboration agreements with different types of external stakeholders produce complementary effects on the likelihood of eco-innovation. Although collaboration network and open eco-innovation theories affirm that the combination of external partners such as scientific partners, suppliers and customers produces complementary effects on the firm's likelihood of eco-innovation, several empirical studies found the existence of substitutive effects between them. To bridge this gap in the literature, we shape the nature of the interaction between different external partners, analysing an unbalanced panel sample of 10,918 innovative Spanish firms, covering the period 2008–2016. Consequently, we can show how firms benefit the most from collaboration with external partners. Our results show that firms that simultaneously collaborate with scientific partners, suppliers and customers generate partial complementary effects, which increase the firm's likelihood to eco-innovate the most, and that the combination of customer-collaboration with scientific partners, or supplier-collaboration, produces partial substitutive effects. Taking this in account, our results also confirm that engaging with scientific partners, suppliers or customers, independent of one another, increases firms' likelihood of eco-innovation more than noncollaboration. These results have important implications for managers, researchers and policy designers. For managers, this study provides a correct understanding of the benefits that they can expect to obtain from multi-partner external collaboration. For researchers, it introduces the marginal analysis to estimate interaction on nonlinear models. Finally, for policy designers, it shows the need for sponsored R&D collaboration to encourage coordinated ecosystems in which sustainability goals are pursued together.     

A group decision-making method with fuzzy set theory and genetic algorithms in quality function deployment

Quality function deployment (QFD) has been developed by Toyota Motor Corporation in order to reduce time and shorten design times. QFD is composed of a set of matrices referred to as the house of quality (HOQ). A HOQ matrix can help the cross-functional team to translate customer requirements (CRs) into engineering goals. The importance of CRs and the relationships between CRs and technical characteristics (TCs) are obtained by a group of people with vague and fuzzy decision-making processes in the HOQ. In the conditions, a group decision-making method by using the combination of fuzzy set theory and genetic algorithms (GAs) can be used in QFD to determine the importance of each TC. Besides, a numerical example is illustrated to show that this group decision-making method by using the combination of fuzzy set theory and GAs can be reliably and precisely applied in QFD including TCs at the two-level hierarchy with the consideration of some constraints regarding budget and time limits of TCs for prioritizing TCs to effectively make decisions with fuzziness and ambiguousness.     

基于CPV与CLV二维价值的客户识别模型研究

客户保持在企业价值创造中起着十分重要的作用,为了成功实施客户保持策略,厂商必须根据客户特性对其识别分类。本文通过归纳总结国内外的研究资料,指出现有的客户保持方式主要有两个:一个是基于CPV即通过提高顾客感知价值来保持客户,另一个是基于CLV即客户终身价值细分来保持客户,并对此分别作了评析,然后建立了一个新的基于CPV与CLV二维价值的客户识别模型,最后根据此模型给出相应的客户保持策略。     

A systematic way of identifying and forecasting technological reverse salients using QFD,bibliometrics, and trend impact analysis: A carbon nanotube biosensor case

Experts have more difficulty identifying reverse salients in R&D because of increasing technological complexity and a shortened technology lifecycle. As an alternative, we suggest a new and systematic method of identifying and forecasting reverse salients using QFD (quality function deployment), bibliometric analysis, and TIA (trend impact analysis). QFD allows users to systematically identify and prioritize reverse salients. An integration of QFD, bibliometric analysis, and TIA makes it possible to specify key performance indicators of reverse salient in order to identify the performance gap between current and market-required performance and to make a probabilistic forecast about when reverse salients will be corrected. Our method will help managers identify a top priority reverse salient, forecast its future, and thus make better R&D decisions with regard to market requirements. A carbon nanotube biosensor technology is used as an example.