A quality function deployment application using qualitative and quantitative analysis in after sales services

Pakdil, Fatma; Işın, Feride Bahar; Genç, Hande

doi:10.1080/14783363.2012.715797

Cited by 44 publications

(25 citation statements)

References 32 publications

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“…QFD has been employed in engineering education to effectively analyze quality enhancement for curriculum planning in higher education using the AHP method, fuzzy logic-based method and integrated the Quality Function Deployment-Service Quality (QFD-SERVQUAL) model [56][57][58][59][60][61]. Sohn and Kim [59] applied QFD to revamp the existing industrial engineering curriculum by reassessing it with outcome-based learning criteria to identify the overlapping and prerequisite relations among courses.…”

Section: Research Frameworkmentioning

confidence: 99%

BIM and Sustainability Education: Incorporating Instructional Needs into Curriculum Planning in CEM Programs Accredited by ACCE

Zhang

Schmidt

2016

Sustainability

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Abstract:Higher education ought to support the identification of training needs for industrial building information modelling (BIM) curriculum development and sustainability education in the fields of civil engineering and management (CEM). This paper proposes a framework based on a four-phase step-by-step quality function deployment (QFD) application for CEM curriculum planning and quality management. The framework attempts to respond to requests collected from 17 professionals and professors in order to integrate BIM into the higher education curriculum in China with a specific focus on construction management programs accredited by the American Council for Construction Education (ACCE). The entropy method and a K1-K6 scale adapted from Bloom's revised cognitive process were employed to evaluate the CEM curriculum in QFD. The proposed framework was successfully applied to CEM curriculum planning, which included two curriculums of the four main knowledge areas provided by the Chinese CEM guidelines: construction cost and flow construction. Two curriculum areas showed that content should focus on knowledge such as (a) Program evaluation and review technique(PERT) planning; (b) construction optimization in flow construction; (c) principles of bill of quantities and (d) construction consumption in construction costs. As for teaching quality management in China, the higher education curriculum should focus on three aspects to promote curriculum integration: (a) pedagogical design; (b) teaching resource and material and (c) curriculum assessment. This research sheds light on the pedagogical shift to a similar context that has established guidelines accredited by the ACCE, with respect to reviewing curriculum planning from a knowledge system perspective in order to meet industrial demands at the operational level.

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Section: Research Frameworkmentioning

confidence: 99%

BIM and Sustainability Education: Incorporating Instructional Needs into Curriculum Planning in CEM Programs Accredited by ACCE

Zhang

Schmidt

2016

Sustainability

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“…The important service dimensions are service quality, staff attitude, information providing, technology and management feature. Pakdil et al (2012) apply QFD to analyze the after sales services both qualitatively and quantitatively for a manufacture firms. SERVQUAL and factor analysis are also used to include the house of quality.…”

Section: Methodsmentioning

confidence: 99%

Service quality evaluation of international freight forwarders: an empirical research in East Asia

2019

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The purpose of this paper is to improve service quality of international freight forwarders and explore practical business solutions to enhance customer service level. Freight forwarder usually acts as an agent to source logistics service for shipper and work closely with carriers such as shipping line and airline companies. This business is characterized by lower capital investment and entry barrier comparing with carriers, and most of their major customers are small or medium size manufactures or traders. Providing high quality service to enhance customer satisfaction is the key mission since competition is extremely severe. This paper empirically investigates the leading freight forwarders to find important customer requirements in East Asian region such as Japan, Korea and Taiwan. Furthermore, the feature of the study by using quality function deployment approach would not only identify key technical measures but also explore meaningful business solutions as direction of quality improvement. The finding reveals key customer requirements are cheaper agency fees, door to door ability and instant response, and the key technical measures are customer relationship management, overall information system, service point and network. We would further discuss the empirical result and conclude managerial meaning for decision makers.

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“…The use of QFD not only gives short-term solution but also provides long-term solution to maximize the quality of construction or the housing projects (Dikmen et al, 2005). QFD is being applied in after sales service department of international construction machinery manufacturing firms to determine the opinion of customers regarding after sale service (Pakdil et al, 2012).…”

Section: Final Weights (Fws) Of Technical Solutionsmentioning

confidence: 99%

Listening to the Customers: How Quality Function Deployment (QFD) Addresses the Expectations of People in Various Fields Especially in Education

Shoukat

Iqbal

Waheed

2019

GRR

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Quality Function Deployment is a versatile methodology, which systematically helps, enhancing the quality of products, services, etc., by incorporating the wishes and needs of the customers. It can be applied in almost every field of life, including transport system, library management system, online admission system, examination system, engineering, agricultural, software, and so on. The rationale of this article is to express the versatility of QFD. This broader objective is achieved by describing what QFD is; and how it works. Relevant literature indicates its application integrated with other methodologies. Special focus of this article is how QFD be used to improve various sections of education in Pakistan. The familiarity with QFD will motivate educational practitioners, researchers and many other to apply it in their relevant fields of interest to get improved quality of product or services with less cost and time.

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A quality function deployment application using qualitative and quantitative analysis in after sales services

Cited by 44 publications

References 32 publications

BIM and Sustainability Education: Incorporating Instructional Needs into Curriculum Planning in CEM Programs Accredited by ACCE

BIM and Sustainability Education: Incorporating Instructional Needs into Curriculum Planning in CEM Programs Accredited by ACCE

Service quality evaluation of international freight forwarders: an empirical research in East Asia

Listening to the Customers: How Quality Function Deployment (QFD) Addresses the Expectations of People in Various Fields Especially in Education

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