Using Fuzzy QFD for Designing Quality Service  

Oleh:

Kholil, M. ; Syukron, Amin

Jenis: Article from Proceeding
Dalam koleksi: Prosiding Seminar Nasional Riset & Teknologi Terapan (Ritektra) "Peran Riset & Teknologi Terapan dalam Pengembangan Industri", Jakarta 7-8 Juli 2011 : Fakultas Teknik Industri, page 87-92.
Topik: FUZZY-QFD; Quality Service; Quality Dimension; HOQ
Fulltext: TI-014 AMRIN MERCU (Univ. Mercu Buana - Jkt) pg 87 - 92.pdf (182.97KB)

Isi artikel

In both the quality improvement and the design of a product, the engineering characteristics affecting product performance are primarily identified and improved to optimize customer needs (CNs). Especially, the limited resources, increased market competition, and product complexity require a customer driven quality management and product development system achieving higher customer satisfaction.. By focusing on listening to the customers, quality function deployment (QFD) has been a successful analysis tool in product design and development. A wrong conclusion can be easily produced since the fuzzy nature of linguistic correlation terms from evaluation members is ignored. In this paper, an integrated framework based on fuzzy-QFD is proposed to determine the product technical requirements (PTRs) to be considered in designing a quality service. The customer requirement is based on quality dimension (Reliability, Responsiveness, Assurance, Empathy, and Tangible). The result of the proposed fuzzy QFD find 17 Attribute customer requirement based on quality dimension the Priority of technical requirement is service online 24 hour, employ personality training and e-payment.

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