مدیریت بهره وری (Aug 2012)
Investigating the Effect of Quality Function Deployment on Official Organizations’ Key Factors
Abstract
In today’s world, where organizations persist in an ever-changing environment, each of them strives in some way to continue to survive. In this regard, customers and service receivers, as the main reason for the existence of organizations, are of great importance, so winning their satisfaction is one of the important and efficient policies to guarantee the perpetuity of every organization. Thus, some of the active service-giving organizations that apply quality function deployment (QFD) method were studied because today quality management is of importance for organizations that desire to have successful and constant presence in the competitive markets. In the present study, to achieve the research objective, the researcher interviewed the active service-giving organizations in order to determine whether quality function deployment is related with the organizations’ key factors including service quality, service value, organizational costs, suitable tariffs, service time, complaint investigations, in-time notification, customers’ support and personnel satisfaction. The research tools were a questionnaire and the interviews. The results indicated that the state of the organizations’ key factors was desirable after the implementation of QFD, and that there is a positive relation between QFD and the key factors of service-giving organizations at %95 significance level. In other words, the key factors increased with QFD implementation, and the correlation rate was %58. However, with regard to the results and attention to significance levels, it was found that some of the items didn’t change before and after implementing QFD; rather, a few of them such as the quality of banking services and complaint investigations even showed a decrease in the luxury service sector.
