Applying fuzzy quality function deployment to identify service management requirements for customer quality needs |
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Authors: | Gin-Shuh Liang |
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Institution: | 1.Department of Shipping and Transportation Management,National Taiwan Ocean University,Keelung,Taiwan, ROC |
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Abstract: | 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. |
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Keywords: | |
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