scholarly journals USE OF PARTIAL QUALITY FUNCTION DEPLOYMENT TO IDENTIFY PROCESSES REQUIRED FOR ISO 9001

2021 ◽  
Vol 32 (2) ◽  
Author(s):  
Oscar Cruz-Domínguez ◽  
Omar-Alejandro Guirette-Barbosa ◽  
Jose-Luis Carrera-Escobedo ◽  
Hector-Antonio Duran-Muñoz ◽  
Cesar-Humberto Guzman-Valdivia ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Process Management ◽  
Quality Management System ◽  
International Standards ◽  
Iso 9001 ◽  
Process Mapping ◽  
Customer Requirements ◽  
Quality Function ◽  
Mandatory Requirement

This paper proposes an objective way to identify the necessary processes of a quality management system (QMS) to enhance customer satisfaction by meeting customer requirements (CRs). This quality function deployment (QFD)-based method helps to address the implementation of process management, which is a mandatory requirement of modern standards based on QMS, such as ISO 9001 and other international standards. Currently, this identification of processes is made through subjective judgements derived from observation, brainstorming, debates, group projects, and other techniques; but this research presents a standardised way of determining or identifying the processes. The proposed method achieves the identification only of the processes that influence customer satisfaction, consolidating it as a crucial tool in the robust QMS design. The results indicate that the method shown can serve as a platform for subsequent activities, such as process mapping, indicator creation, procedure writing, and other important documents. The purpose of this paper is to show the feasibility of the proposed method, finishing with a summary of the results achieved in a Mexican company’s QMS identification of processes.

scholarly journals Recertification of a Quality Management System based on ISO 9001 - is it a must for a modern manufacturing company?

2021 ◽  
Vol 27 (3) ◽  
pp. 217-222
Author(s):  
Katarzyna Midor ◽  
Grzegorz Wilkowski
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Management System ◽  
Quality Management System ◽  
Iso 9000 ◽  
Iso 9001 ◽  
Customer Requirements ◽  
Manufacturing Company ◽  
Modern Manufacturing

Abstract The ISO 9000 series of standards are among the best-known standards developed by the International Organisation for Standardisation ISO. They provide guidance and guidelines for companies and organisations that want their products and services to satisfy customer requirements and their quality to be continuously improved. However, the need for recertification of the Quality Management System (QMS) based on ISO 9001 is increasingly being discussed by managers. The questions asked are: is it necessary to have such a certificate in order to maintain high product quality and customer satisfaction? What is the balance of benefits and losses for maintaining a certificate of this standard? The authors of the paper will try to answer these questions based on the experience of a medium-sized metal manufacturing company.

scholarly journals Quality Function Deployment Implementation Based on Kano Model An Application on Mobile Vendor Product Development

2011 ◽  
Vol 9 (1) ◽  
pp. 73-77
Author(s):  
Rusdiyantoro Rusdiyantoro ◽  
Yunia Dwie Nurcahyanie
Keyword(s):  
Customer Satisfaction ◽  
Product Development ◽  
Quality Function Deployment ◽  
Effective Communication ◽  
Customer Requirements ◽  
Kano Model ◽  
Quality Function ◽  
Customer Needs ◽  
Business System ◽  
Access Information

The severe competition in the market has driven enterprises to produce a wider variety of products to meet consumers’ needs, a strategic business system allows more effective communication among different  groups at dispersed locations to share ideas and access information needed for developing new productsand executing innovative processes. The mainfunction of mobile vendor product development is to develop an attractive system which ensures customer satisfaction. Therefore, one of the important topics of the system developments is to take customer requirements into consideration.Quality function deployment (QFD) has beenwidely used for numerous years; it is one ofthe structured methodologies that are usedto translate customer needs into specific qualitydevelopment. However, in the traditional QFD approach, each element’s interdependence and customer requirements are usually not systematically treated. Additionally, the Kanomodel can effectively classify customer demandattributes, but to make Kano model moreobjective in the course of weighing.

Peningkatan Kualitas Layanan Konsumen Dengan Metode Servqual Dan Quality Function Deployment

2019 ◽  
Vol 3 (2) ◽  
pp. 60
Author(s):  
Chistofora Desi Kusmindari
Keyword(s):  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Quality Function

Permasalahan dalam penelitian ini adalah bagaimanakah peningkatan kualitas layanan konsumen CV. Sinar Jaya Agung dengan metode servqual dan quality function deployment dengan tujuan untuk mengetahui persepsi konsumen dengan metode servqual, untuk menentukan nilai gap servqual antara persepsi dan harapan konsumen, dan untuk meningkatkan kualitas layanan sesuai dengan kebutuhan dan keinginan konsumen dengan menggunakan metode quality function deployment. Hasil penelitian ini menunjukkan bahwa semakin tinggi nilai customer satisfaction performancemaka semakin tinggi pula tingkat persepsi konsumen terhadap atribut oleh responden, nilai gap servqual diperoleh nilai tertinggi sebesar 0,35 pada atribut karyawan memiliki kompetensi dan profesional dalam melayani pelanggan. Dengan demikian dapat diartikan bahwa kualitas layanan konsumen yang diberikan sudah bisa dikatakan baik. Hasil pengujian quality function deployment menunjukkan bahwa untuk meningkatkan kualitas layanan sesuai dengan kebutuhan dan keinginan konsumen, maka perusahaan harus melakukan beberapa perbaikan, antara lain: lokasi perusahaan harus mudah dijangkau oleh konsumen, penyediaan checklist pembersihan, pemberian pelatihan rutin kepada karyawan, serta service yang baik dari karyawan pada konsumen.

scholarly journals ASTUDYON THERECORDOF EVALUATINGTHE SUPPLIERSACCORDING TO THE CONCEPT OF QUALITY AND BENEFITING FROM IT IN PRACTICE IN AL-FURAT STATE COMPANY AND FINDING POSSIBLE PROPOSALS FOR ITS DEVELOPMENT

2020 ◽  
Vol 12 (2) ◽  
pp. 81-92
Author(s):  
Ashwaq Abdul-AmeerNsiaf ◽  
Keyword(s):  
Quality Management ◽  
Quality Management System ◽  
International Standards ◽  
Iso 9001 ◽  
Public Database ◽  
Proper Selection ◽  
Public Companies ◽  
The Public ◽  
On Demand ◽  
Selection Of

Success in selecting the best among the sources of supply is one of the most important factors in the efficiency of the procurement activity in the company, because the proper selection of the source of the supply significantly affect the achievement of what is desired by the factors of quality, quantity, price and service, and the ability of the competent supplier to meet everything associated with this Factors of commitments, hereby supporting the procurement function's efforts to fully discharge its responsibilities, and in view of adopting of Al-Furat company quality management system by applying the standards of ISO (9001: 2015) and purpose of getting the on-demand benefits from the application of international standards regarding record of evaluating the suppliers Therefore the research addresses to studying the reality of the suppliers' record in evaluation accordance with the quality concept in Al-Furat Sate Company for Chemical and Pesticide Industries,proposals for its development through evaluating the suppliers on realistic and logical basis and activating it in practice and a proposal to generalize the evaluation of Contractors suppliers to the public companies affiliated to the Ministry of Industry and Minerals and other bodies through coordination with the Ministry of Planning and to provide a public database officially approved on the official sites of the above authorities, allowing any entity to benefit from the evaluation of suppliers by withdrawing an evaluation form and utilize the software available to prepare the database for the Supplier Valuation Register.

scholarly journals Improving Service of Quality using Quality Function Deployment

2019 ◽  
Vol 4 (2) ◽  
pp. 68
Author(s):  
Ratna Ekasari ◽  
Nurul Aziza ◽  
M Adhi Prasnowo ◽  
Khoirul Hidayat
Keyword(s):  
Customer Satisfaction ◽  
Completion Time ◽  
Quality Function Deployment ◽  
Employee Performance ◽  
Point Of View ◽  
Title Page ◽  
Quality Function ◽  
Services Industry ◽  
Number Of Customers

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>AdiTeknik </span><span>is one of the garages in Sidoarjo, East Java, Indonesia, engaged in repairing services industry tools. This garage recently has problems in attracting customers. Prior studies suggest that one of the things that affect the number of customers is customer satisfaction. After listening to complaints from several consumers, consumers said that they are less satisfied with the quality of the garage. This phenomenon become the trigger for us to investigate the customer satisfaction especially on the </span><span>AdiTeknik </span><span>garage. One method that can be used to help companies to improve the quality according to customer point of view is Quality Function Deployment (QFD). We find that there are twelve attributes of the desires and needs of consumers to improve the quality of garage service of </span><span>AdiTeknik. </span><span>Those are the quality of repair, cleanliness and neatness of the garage, complete facilities for customer, employee performance, repair results in accordance with demand, timeliness of completion, the ability to analyze problems, clarity fees and the completion time, warranty repair results, employee friendliness, ease of contacting a workshop, and a willingness to give feedback. </span></p></div></div></div>

Mapping the customer centric weather index insurance service design using quality function deployment

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pankaj Singh ◽  
Gaurav Agrawal
Keyword(s):  
Quality Function Deployment ◽  
Service Design ◽  
Index Insurance ◽  
Importance Rating ◽  
Customer Requirements ◽  
Weather Index ◽  
Quality Function ◽  
Content Type ◽  
Weather Index Insurance ◽  
Design Requirements

PurposeThe present paper aims to propose a framework on weather index insurance (WII) service design by using quality function deployment (QFD).Design/methodology/approachThis study utilizes QFD technique to propose a customer oriented framework on WII service design. In initial phase, customer and design requirements were gathered to derive the relationship between customers' and managers' voice for construct the house of quality (HOQ). Later on, prioritized customer and design requirements as QFD outcome were utilized to develop the action plan matrix in order to suggest the future action plans.FindingsThis study proposed a customer centric framework on WII service design to address the customer requirements. Findings show that adequate claim payments, hassle free prompt claim payment and transparency in losses computation are prioritized customer requirements with highest importance rating, whereas, accurate claim estimation, claim management system and advancement of technology are prioritized service design necessities with highest importance rating.Research limitations/implicationsThe proposed WII service design can enhance the quality of WII service by attain the higher standards of WII service in order to completely satisfy the customers.Practical implicationsThe proposed WII service design can provide a solution to the problems faced by WII industry by improve the customer's service experience and satisfaction.Originality/valueBased on best of author's knowledge, this paper first proposed a framework on WII service design by integrating customer and design requirements by using QFD.

Application of QFD in the Design of Fire Main Fight Vehicles

2013 ◽  
Vol 694-697 ◽  
pp. 2729-2732
Author(s):  
Wu Ba Zhu
Keyword(s):  
Correlation Matrix ◽  
Quality Function Deployment ◽  
Customer Requirements ◽  
Ahp Method ◽  
Quality Function

Quality function deployment (QFD) is a powerful tool of the customer requirements into technical characteristics. With QFD, the design of fire main fight vehicles can be expressed more credibility via the correlation matrix. After the client important degree is calculated through AHP method, requirement is deployed and correlation matrix is built, the requirement important degree is decided. And an example is presented to express and verify the method. It shows that the method is simple and reflects the requirement of users.

A proposed framework for combining ISO 9001 quality system and quality function deployment

2009 ◽  
Vol 21 (6) ◽  
pp. 589-606 ◽  
Author(s):  
Paulo A. Cauchick Miguel ◽  
José Celso Sobreiro Dias
Keyword(s):  
Quality Function Deployment ◽  
Quality System ◽  
Iso 9001 ◽  
Quality Function
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