Customer‐driven hotel landscaping design: a case study

Abstract

Purpose -The purpose of this paper is to demonstrate how the quality function deployment (QFD) process can be applied to capture and translate spoken and unspoken customer requirements into actionable service features in a hotel landscaping design case. Design/methodology/approach -This study was undertaken with the aim of showing how the QFD methodology could be used to design hotel landscaping. The methodology is a customer-driven process which integrates customer requirements into every aspect of the design and delivery of products and services. Understanding what the customer desires from a product or service is crucial to the successful design and development of new products and services. Findings -This research illustrates that quality improvement projects can benefit from the QFD process to connect customer requirements to the internal procedures of the organization to exceed customer expectations and create a brand identity. This paper can be used as a case study to demonstrate how the QFD process can be effectively applied in the design of hotel landscaping or similar cases in other services. Originality/value -The literature regarding the application of the QFD process in the hotel and hospitality industry is limited, let alone the application of this process in hotel landscaping design. Hence, the shortage of QFD application in the hotel landscaping design has motivated this unique study of applying the QFD process to landscaping design.

Quality Function Deployment Implementation in Construction: A Systematic Literature Review

“…Due to the complexity and extended timelines required for civil engineering capital projects, the study utilized two existing projects to test the use of QFD. Masoudi, Cudney, and Paryani (2013) extended QFD to the construction of the landscape of a new hotel. Quality function deployment was utilized by Mallon and Mulligan (1993) to prioritize conflicting needs and provide a tool for making more accurate decisions.…”

“…As a hotel renovation, the project was manageable; however, if the entire hotel design and construction were added the study would be very complex. In another hotel project, Masoudi, Cudney, and Paryani (2013) used QFD for a hotel landscaping design project. Though a very important feature, this is still just a small piece of an entire hotel design.…”

Designing for experiences: a meta-ethnographic synthesis

“…Moreover, the former of those papers can be seen as an adapted version/application of the latter. One could also argue that the papers that adopted Quality Function Deployment (Das & Mukherjee, 2008;Jeong & Oh, 1998;Masoudi et al, 2013) actually represent adaptations of the original design process for product engineering (Akao, 1990), i.e. they adapted the knowledge and data collection activities to their respective tourism and hospitality contexts.…”

Desain Produk Jemuran Anti Hujan Menggunakan Metode Quality Function Deployment (Qfd)

“…Menurut (Li dan Zong, 2013;Louhapensang dan Seviset, 2014), QFD dapat mengubah kebutuhan pelanggan untuk ukuran yang pasti kedalam desain produk atau desain layanan. Sedangkan menurut Masoudi et al (2013), QFD merupakan proses yang mengintegrasikan kebutuhan pelanggan ke dalam setiap aspek desain dan pengiriman produk atau layanan. Sehingga, metode QFD sangat relevan digunakan dalam membantu mengembangkan produk jemuran anti hujan dengan mempertimbangkan keinginan konsumen.…”