Listening to the Customers: How Quality Function Deployment (QFD) Addresses the Expectations of People in Various Fields Especially in Education
Quality Function Deployment is a versatile methodology, which systematically helps, enhancing the quality of products, services, etc., by incorporating the wishes and needs of the customers. It can be applied in almost every field of life, including transport system, library management system, online admission system, examination system, engineering, agricultural, software, and so on. The rationale of this article is to express the versatility of QFD. This broader objective is achieved by describing what QFD is; and how it works. Relevant literature indicates its application integrated with other methodologies. Special focus of this article is how QFD be used to improve various sections of education in Pakistan. The familiarity with QFD will motivate educational practitioners, researchers and many other to apply it in their relevant fields of interest to get improved quality of product or services with less cost and time.
-
Customers, Quality Function Deployment, Education
-
(1) Lubna Shoukat
Assistant Professor, Department of Educational Training, The Islamia University of Bahawalpur, Punjab, Pakistan.
(2) Zafar Iqbal
Assistant Professor, Department of Educational Training, The Islamia University of Bahawalpur, Punjab, Pakistan.
(3) Muhammad Waheed
Assistant Professor, Department of Educational Training, The Islamia University of Bahawalpur, Punjab, Pakistan.
- Abu-Assab,S. (2012).Integration of preference analysis methods into quality function deployment: A focus on elderly people. Springer Gabler
- Akao, Y. (1990). Quality Function Deployment: Integrating Customer Requirement into Product Design.Cambridge, MA. Productivity Press,
- Bakhru, K. M. (2018). Aligning teaching methods for learning outcomes: a need for educational change in management educationusing quality function deployment approach. International Journal of Learning and Change, 10(1), 54-69.
- Bayraktaroglu, G., & Özgen, Ö. (2008). Integrating the Kano model, AHP and planning matrix: QFD application in library services. Library Management, 29(4/5), 327-351.
- Bergman,B., & Klefsjö,B. (1994).Quality: From customer needs to customer satisfaction. McGraw-Hill College.
- Bolar,A.A., Tesfamariam,S., & Sadiq,R. (2017). Framework for prioritizing infrastructure user expectations using quality function deployment (QFD).International Journal of Sustainable Built Environment,6(1), 16-29.
- Bouchereau, V., and Rowlands, H. (2000).
- Camgözâ€ÂAkdağ,H., Tarım,M., Lonial,S., & Yatkın,A. (2013). QFD application using SERVQUAL for private hospitals: A case study.Leadership in Health Services,26(3), 175-183
- Chan, L. K., & Wu, M. L. (2005). A systematic approach to quality function deployment with a full illustrative example. Omega, 33(2), 119-139.
- Chan, L. K., Kao, H. P., & Wu, M. L. (1999). Rating the importance of customer needs in quality function deployment by fuzzy and entropy methods. International Journal of Production Research, 37(11), 2499-2518.
- Chan, L.-K., & Wu, M.-L. (2002). Quality function deployment: a comprehensive review of its concepts and methods. Quality engineering, 15(1), 23-35.
- Clausing, D. (1994). Total Quality Development: A Step-by-Step Guide to World Class Concurrent Engineering.New York: ASME Press,
- Crowe, T. J., & Cheng, C. C. (1996). Using quality function deployment in manufacturing strategic planning. International Journal ofOperations & Production Management, 16(4), 35-48
- Dikmen, I., Talat Birgonul, M., & Kiziltas, S. (2005). Strategic use of quality function deployment (QFD) in the construction industry. Building and Environment, 40(2), 245-255
- Feigenbaum, A. V. (1983).Total Quality Control(3rded.). New York: McGraw-Hill.Ghiya, K. K., Bahill, A. T., & Chapman, W. L. (1999). QFD: validating robustness. Quality engineering, 11(4), 593-611
- Govers, C.P.M. (1996). What and how about quality function deployment (QFD). International Journal of Production Economics, 46-47 (2), 575-85.
- Green,P.E., & Rao,V.R. (1971). Conjoint measurement for quantifying judgmental data.Journal of Marketing Research,8(3), 355
- Griffin, A., & Hauser, J. R. (1993). The voice of the customer. Marketing science, 12(1), 1-27.
- Han, Chen, S. K., Ebrahimpour, M. and Sodhi, M. S. (2001). A conceptual QFD planning model. International Journal of Quality & Reliability Management,Vol. 18 No. 8, pp. 796-812.
- Harvey, L., & Green, D. (1993).Defining Quality. Assessment & Evaluation in Higher Education, 18(1), 9-34
- Hauser, J.R., Clausing, D. (1988). The house of quality. Harvard Business Review, 66 (3), 63-73.
- Ho, W. (2008). Integrated analytic hierarchy process and its applications-A literature review. European Journal ofOperational Research, 186(1), 211-228.
- Jeong, M., & Oh, H. (1998). Quality function deployment: An extended framework for service quality and customer satisfaction in the hospitality industry. International Journal of Hospitality Management, 17(4), 375-390.
- Kamal, M., Wang Y., & Kennon, R. (2016). Redesigning cultural product by applying quality function deployment. WIT Transactions onEngineering Sciences,113: 413-419.
- Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality, Hinshitsu. Quality. The journal of Japanese Society for Quality Control,14, 39-48
- Lin,Y., & Pekkarinen,S. (2011). QFDâ€Âbased modular logistics service design.Journal of Business & Industrial Marketing,26(5), 344 356.
- Luce, D., & Turkey, J. (1964). Simulation conjoint measurement: a new type of fundamental measurement. Journal of Mathematical Psychology, 1(1), 27
- Majid, J., & David, R. (1994). Total Quality Management Applied to Engineering Education. Quality Assurancein Education, 2(1), 32-40.
- Masui, K., Sakao, T., Kobayashi, M., & Inaba, A. (2003). Applying quality function deployment to enviro
- Mehdizadeh,E. (2010). Ranking of customer requirements using the fuzzy centroidâ€Âbased method.International Journal of Quality & Reliability Management,27(2), 201-216.
- Motwani,J., Kumar,A., & Mohamed,Z. (1996). Implementing QFD for improving quality in education: An example.Journal of Professional Services Marketing,14(2), 149-159
- Murgatroyd, S. (1993).The house of quality: Using QFD for instructional design in distance education. American Journal of Distance Education, 7(2), 34-48
- Olewnik, A., & Lewis, K. (2008). Limitations of the House of Quality to provide quantitative design information. International Journal of Quality & Reliability Management, 25(2), 125-146
- Owlia,M.S., & Aspinwall,E.M. (1998). Application of quality function deployment for the improvement of quality in an engineering department.European Journal of Engineering Education,23(1), 105-115
- Pakdil, F., Işın, F. B., & Genç, H. (2012). A quality function deployment application using qualitative and quantitative analysis in after sales services. Total Quality Management & Business Excellence, 23(11-12), 1397-1411.
- Park, T., & Kim, K. J. (1998). Determination of an optimal set of design requirements using house of quality. Journal of Operations Management, 16(5), 569-581
- Paryani, K., Masoudi, A., & Cudney, E. A. (2010). QFD application in the hospitality industry: A hotel case study. Quality Management Journal, 17(1), 7-28.
- Raharjo,H., Xie,M., Goh,T.N., & Brombacher,A.C. (2007). A methodology to improve higher education quality using the quality function deployment and analytic hierarchy process.Total Quality Management & Business Excellence,18(10), 1097-1115.
- Saaty,T.L. (1990).The analytic hierarchy process: Planning, priority setting, resource allocation. RWS Publications
- Sahari, K. S. M., Hasini, H., Hamdan, A. M., and Syahmi, A. (2017). The Dispositional Attribution of Customer Satisfaction through the Juxtaposition of QFDA and SERVQUAL in Service Industry Design. MATEC Web of Conferences, 135, 00034
- Sahney, S., Banwet, D., & Karunes, S. (2004). A SERVQUAL and QFD approach to total quality education: a student perspective. International Journal of Productivity and Performance Management, 53 (2), 143-166
- Shannon, C. E. & Weaver, W. (1963). The Mathematical Theory of Communication. Urbana: University of Illinois Press.
- Shen, X. X., Tan, K. C., & Xie, M. (2000). An integrated approach to innovative product development using KanoÂ’s model and QFD. European Journal of Innovation Management,3(2), 91-99.
- Singh, A. K. and Rawani, A. (2018). Application of QFD in Education Sector: A Review. Technology, 9(3), 592-599.
- Soewardi, H. and Edhi, G. S. (2017). Innovative Design of Mattress by Using TRIZ and QFD. INSIST,2(1), 58-62
- Sullivan, L.P., 1986. Quality function deployment. Quality Progress,19 (6), 39-50.
- Tan, K., & Shen, X. (2000). Integrating Kano's model in the planning matrix of quality function deployment. Total Quality Management,11(8), 1141-115
- Tan, K., Xie, M., & Chia, E. (1998). Quality function deployment and its use in designing information technology systems. International Journal of Quality & Reliability Management,15(6), 634-645
- Tripathi,S., Naevor,A.J., Henrekin,L.L., & Welke,K.F. (2019). Design and development of daily morning surgical rounds in ICU by quality function deployment.Pediatric Quality and Safety,4(3), e171.
- Tsai, C. Y., Lo, C. C., & Chang, A. C. (2003). Using fuzzy QFD to enhance manufacturing strategic planning. Journal of the Chinese Institute of Industrial Engineers, 20(1), 33-41.
- Utne, I. B. (2009). Improving the environmental performance of the fishing fleet by use of Quality Function Deployment (QFD). Journal of Cleaner Production, 17(8), 724-731
- Wu, H. Y., & Lin, H. Y. (2012). A hybrid approach to develop an analytical model for enhancing the service quality of e-learning. Computers & Education,58(4),1318-1338.
- Zadeh, L. A. (1965). Fuzzy sets. Information and Control, 8(3), 338-353
- Zare Mehrjerdi,Y. (2010). Quality function deployment and its extensions.International Journal of Quality & Reliability Management,27(6), 616-640.
- Zheng,Z., Shan,X., Qiu,R.G., & Mi,C. (2011). Customers' satisfaction diagnosis for higher vocational education curriculum evaluation based on GAP-QFD.Proceedings of 2011 IEEE International Conference on Grey Systems and Intelligent Services.
- Kabukcu, E. (2016). A Research on QFD-'House of Brand'in Fashion Industry. Chinese Business Review, 15(4), 207-213.
Cite this article
-
APA : Shoukat, L., Iqbal, Z., & Waheed, M. (2019). Listening to the Customers: How Quality Function Deployment (QFD) Addresses the Expectations of People in Various Fields Especially in Education. Global Regional Review, IV(II), 467-477. https://doi.org/10.31703/grr.2019(IV-II).50
-
CHICAGO : Shoukat, Lubna, Zafar Iqbal, and Muhammad Waheed. 2019. "Listening to the Customers: How Quality Function Deployment (QFD) Addresses the Expectations of People in Various Fields Especially in Education." Global Regional Review, IV (II): 467-477 doi: 10.31703/grr.2019(IV-II).50
-
HARVARD : SHOUKAT, L., IQBAL, Z. & WAHEED, M. 2019. Listening to the Customers: How Quality Function Deployment (QFD) Addresses the Expectations of People in Various Fields Especially in Education. Global Regional Review, IV, 467-477.
-
MHRA : Shoukat, Lubna, Zafar Iqbal, and Muhammad Waheed. 2019. "Listening to the Customers: How Quality Function Deployment (QFD) Addresses the Expectations of People in Various Fields Especially in Education." Global Regional Review, IV: 467-477
-
MLA : Shoukat, Lubna, Zafar Iqbal, and Muhammad Waheed. "Listening to the Customers: How Quality Function Deployment (QFD) Addresses the Expectations of People in Various Fields Especially in Education." Global Regional Review, IV.II (2019): 467-477 Print.
-
OXFORD : Shoukat, Lubna, Iqbal, Zafar, and Waheed, Muhammad (2019), "Listening to the Customers: How Quality Function Deployment (QFD) Addresses the Expectations of People in Various Fields Especially in Education", Global Regional Review, IV (II), 467-477
-
TURABIAN : Shoukat, Lubna, Zafar Iqbal, and Muhammad Waheed. "Listening to the Customers: How Quality Function Deployment (QFD) Addresses the Expectations of People in Various Fields Especially in Education." Global Regional Review IV, no. II (2019): 467-477. https://doi.org/10.31703/grr.2019(IV-II).50