LISTENING TO THE CUSTOMERS HOW QUALITY FUNCTION DEPLOYMENT QFD ADDRESSES THE EXPECTATIONS OF PEOPLE IN VARIOUS FIELDS ESPECIALLY IN EDUCATION

http://dx.doi.org/10.31703/grr.2019(IV-II).50      10.31703/grr.2019(IV-II).50      Published : Jun 2
Authored by : LubnaShoukat , ZafarIqbal , MuhammadWaheed

50 Pages : 467-477

References

  • 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).
  • Camgöz‐Akdağ,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). QFD‐based 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 centroid‐based 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.

References

  • 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).
  • Camgöz‐Akdağ,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). QFD‐based 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 centroid‐based 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

    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

    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

    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

    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

    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

    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

    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