A Revised QFD to Meet the Needs of Multiple Customer Groups by Using Mitchell’s Stakeholder Theory  

Oleh:

Yu, Chang-Hsi ; Chen, Chi-Kuang ; Chen, Wan-Hong ; Chang, Hsiu-Chen

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-18.
Topik: Stakeholder Theory; Quality Function Deployment; Customer Satisfaction; Public Policy
Fulltext: Chang_Hsi_Yu__Taiwan__A_Revised_QFD_to_Meet_the_Needs_of_Mul.pdf (187.97KB)

Isi artikel

The objective of this paper is to develop a revised quality function deployment (QFD) to meet the needs of multiple customer groups by using Mitchell’s stakeholder theory. For the modern enterprise, the capability of providing customer-requested qualified products and services is one of their competition advantages. QFD was developed as a set of systematic tool to satisfy customers’ needs. However, most previous related studies of QFD deployment processes were only for the issue about how to satisfy the demands of single-customer groups and didn’t consider the way to satisfy the needs of multiple-customer groups or how to deal with this problem effectively. This study tries to develop a revised QFD technique in order to meet the needs of multiple customer groups by using Mitchell’s stakeholder theory. This revised QFD technique includes three deployment processes of multiple customers’ needs as follows: latent stakeholders, expectant stakeholders and definitive stakeholders. In order to demonstrate how the proposed technique works, an empirical case study is conducted. A policy analysis for the no.5 national highway construction in Taiwan is chosen as the subject of the empirical case study.

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