A structured method is called quality function deployment (QFD) that translates the voice of the customer into both of the product and service development. The architecture of QFD is composed of a set of matrices that is often referred to as the house of quality (HOQ). HOQ is regarded as a part of the QFD process. The matrices of HOQ include the importance of customer requirements and the relat...

The purpose of this paper is to apply a fuzzy quality function deployment (QFD) approach to prioritize knowledge management (KM) solutions for an international port in Taiwan. First, the paper examines house of quality (HOQ) matrices to facilitate handling of the ‘what’ (i.e., KM requirements) and ‘how’ (KM solutions) aspects of the QFD problem, and proposes procedures for the use of a fuzzy QF...

This paper develops an integrated approach, combining quality function deployment (QFD), fuzzy set theory, and analytic hierarchy process (AHP) approach, to evaluate and select the optimal third-party logistics service providers (3PLs). In the approach, multiple evaluating criteria are derived from the requirements of company stakeholders using a series of house of quality (HOQ). The importance...

Quality function deployment (QFD) is a customer-driven approach, widely used to develop or process new product to maximize customer satisfaction. Last researches used linear physical programming (LPP) procedure to optimize QFD; however, QFD issue involved uncertainties, or fuzziness, which requires taking them into account for more realistic study. In this paper, a set of fuzzy data is used to ...

the supplier selection is a multi-criteria decision making which consist both qualities and quantities metrics. a lot of investigations have been published in the supplier selection area and, most of the proposed models focused on manufacturing environments and a few papers have been allocated for service industries. proposed system utilizes new method that transfer the house of quality (hoq) a...

Customer service is increasingly being recognized as a source of competitive advantage. Determining customer needs accurately, meeting and exceeding them in a consistent manner is the key to the effective customer service. Companies should adapt a strategic, proactive focus on customer service based on understanding logistics process and designing logistics system to meet their needs. This ...

This article suggests a new method that transfers the house of quality (HOQ) approach typical of quality function deployment (QFD) problems to the supplier selection process. To test its efficacy, the method is applied to a supplier selection process for a medium-to-large industry that manufactures complete clutch couplings. The study starts by identifying the features that the purchased produc...

Customer service is increasingly being recognized as a source of competitive advantage. Determining customer needs accurately, meeting and exceeding them in a consistent manner is the key to the effective customer service. Companies should adapt a strategic, proactive focus on customer service based on understanding logistics process and designing logistics system to meet their needs. This ...

Merging sustainable development with the business, and taking goals into account from its three dimensions (i.e., economic, environmental and social) which are derived from customer and stakeholder requirements have been a potential source of competitive differentiation for firms. Academic and corporate interest in sustainable supply chain (SSC) management has also risen considerably in recent ...

The roof matrix represents correlations among engineering characteristics (EC) in the house of quality (HoQ) Quality Functions Deployment (QFD). Correlations are usually measured qualitatively and omitted analysis. However, ignoring them may cause duplication effort, decreased product performance, unsatisfied customer requirements (CR). Hence, this paper intends to propose an approach consideri...