Developing House of Quality by integrating top roof and side roof matrices and service TRIZ with a case study in banking services

2016 ◽  
Vol 28 (4) ◽  
pp. 597-612 ◽  
Author(s):  
Arash Shahin ◽  
Elham Bagheri Iraj ◽  
Hossein Vaez Shahrestani
Keyword(s):  
House Of Quality ◽  
Customer Requirements ◽  
Correlation Matrices ◽  
Banking Services ◽  
New Approach ◽  
Content Type ◽  
Innovative Solution ◽  
The Voice ◽  
Voice Of Customers

Purpose – The purpose of this paper is to propose an innovative solution for prioritizing “Whats” and “Hows” and resolving contradictions among “Whats” in House of Quality (HoQ). Design/methodology/approach – Prioritization of the influence of the weights in correlation matrices of “Whats” and “Hows” (i.e. top roof and side roof) of HoQ and integration with TRIZ contradiction matrix have been studied. Explained through a case example of banking services, initially, contradictions among requirements of 180 customers have been identified by side roof matrix and then, the 12 by 12 non-technical contradictions matrix of service TRIZ have been used to suggest principles for resolving contradictions. Findings – Findings imply that the use of roof and side roof weights can influence the priorities of “Whats” and “Hows.” Research limitations/implications – Findings may assist researchers and practitioners in resolving ambiguity of the voice of customers, which in turn make the results of HoQ more accurate. Originality/value – A new approach has been proposed in this paper for resolving contradictions of customer requirements by service TRIZ and adjusting priorities of “Whats” and “Hows” in HoQ.

Developing the C-shaped QFD 3D Matrix for service applications with a case study in banking services

2018 ◽  
Vol 35 (1) ◽  
pp. 109-125 ◽  
Author(s):  
Arash Shahin ◽  
Elham Bagheri Iraj ◽  
Hossein Vaez Shahrestani
Keyword(s):  
Performance Indicators ◽  
Quality Function Deployment ◽  
Service Design ◽  
Service Performance ◽  
Customer Requirements ◽  
Banking Services ◽  
Content Type ◽  
3D Matrix ◽  
Design Characteristics

Purpose The purpose of this paper is to develop the C-shaped quality function deployment (QFD) 3D Matrix for service applications. Design/methodology/approach The C-shaped QFD 3D Matrix proposed by Vezzetti et al. (2016) has been developed for simultaneous analysis of the relationships among three sets of factors of customer requirements, service design characteristics and service performance indicators. The three sets of factors have been determined and based on their interrelationships, 3D and concurrent houses of quality have been formed. Then, service design characteristics and service performance indicators have been prioritized. The obtained priorities have been also compared with traditional concurrent model of QFD. Findings The findings obtained from the traditional and developed approach seem different, implying that applying the C-shaped QFD 3D Matrix provides a more real perspective of concurrent engineering and the results in different set of priorities of service factors. Research limitations/implications The case study was limited to banking services. If the developed approach is used in other institutes, the prioritization of service design characteristics and service performance indicators might be changed. Originality/value Compared to Vezzetti et al. (2016) who proposed the C-shaped QFD 3D Matrix for analyzing interrelationships among two customers and a provider, or two providers and a customer, in this paper, the C-shaped QFD 3D Matrix has been developed for analyzing interrelationships among three sets of factors of customer requirements, service design characteristics and service performance indicators.

A business process modeling‐based approach to investigate complex processes

2012 ◽  
Vol 18 (1) ◽  
pp. 122-137 ◽  
Author(s):  
Faisal A. Abu Rub ◽  
Ayman A. Issa
Keyword(s):  
Business Process ◽  
Process Modeling ◽  
Business Processes ◽  
Business Process Modeling ◽  
New Techniques ◽  
New Approach ◽  
Content Type ◽  
Complex Processes ◽  
Model Complex

PurposeThe purpose of this paper is to develop a new approach to investigate complex processes, such as software development processes, using business process modeling.Design/methodology/approachThe paper presents an investigation into the use of role activity diagramming (RAD) to model complex processes in the software industry sector, with reference to the process of TestWarehouse as a case study.FindingsSystematic extension and quantitative analysis to RAD models led to the discovery of process bottlenecks, identification of cross functional boundary problems, and focused discussion about automation of processes.Research limitations/implicationsFurther work is required to validate and evaluate the proposed approach using several cases with different application domains and thus generalize the adopted approach.Practical implicationsA new approach has been used successfully to understand and analyze business processes. The tools and techniques that are used to perform the approach are not complicated and do not need much specialist expertise, so the approach is not only oriented toward specialists but also toward organizations' managers and staff.Originality/valueNew techniques have been developed by using process modelling to deepen the understanding and analyzing of complex organizational processes. This research implements a practical investigation which uses a case study to validate the new techniques.

Managing knowledge in the construction industry through computational generation of semi-fiction narratives

2016 ◽  
Vol 20 (2) ◽  
pp. 386-414 ◽  
Author(s):  
Chui Ling Yeung ◽  
Chi Fai Cheung ◽  
Wai Ming Wang ◽  
Eric Tsui ◽  
Wing Bun Lee
Keyword(s):  
High Risk ◽  
Construction Industry ◽  
Language Processing ◽  
Generation Process ◽  
New Approach ◽  
Content Type ◽  
Domain Experts ◽  
Narrative Generation ◽  
Statutory Body

Purpose Narratives are useful to educate novices to learn from the past in a safe environment. For some high-risk industries, narratives for lessons learnt are costly and limited, as they are constructed from the occurrence of accidents. This paper aims to propose a new approach to facilitate narrative generation from existing narrative sources to support training and learning. Design/methodology/approach A computational narrative semi-fiction generation (CNSG) approach is proposed, and a case study was conducted in a statutory body in the construction industry in Hong Kong. Apart from measuring the learning outcomes gained by participants through the new narratives, domain experts were invited to evaluate the performance of the CNSG approach. Findings The performance of the CNSG approach is found to be effective in facilitating new narrative generation from existing narrative sources and to generate synthetic semi-fiction narratives to support and educate individuals to learn from past lessons. The new narratives generated by the CNSG approach help students learn and remember important things and learning points from the narratives. Domain experts agree that the validated narratives are useful for training and learning purposes. Originality/value This study presents a new narrative generation process for a high-risk industry, e.g. the construction industry. The CNSG approach incorporates the technologies of natural language processing and artificial intelligence to computationally identify narrative gaps in existing narrative sources and proposes narrative fragments to generate new semi-fiction narratives. Encouraging results were gained through the case study.

Effective supervision of Islamic insurance according to Malaysian experience (1984-2012)

2014 ◽  
Vol 41 (12) ◽  
pp. 1220-1242 ◽  
Author(s):  
Zoheir Berkem
Keyword(s):  
Policy Makers ◽  
New Approach ◽  
Content Type ◽  
Road Map ◽  
Regulation And Supervision ◽  
Social And Cultural Factors ◽  
Islamic Insurance ◽  
Effective Supervision ◽  
Practical Implications

Purpose – The purpose of this paper is to know the method adopted by the Malaysian supervisor to regulate the Takaful sector, and to propose a new approach related to the effective supervision. Design/methodology/approach – The key approach in this paper is a case study over a clear period of time, to discover a wide variety of economical, financial, social, and cultural factors potentially related to Malaysian Takaful system. In addition, both explanatory and descriptive approaches are used, to seek explanations of problems, make careful observations, and give detailed recommendations. The study collected relevant quantitative and qualitative data. Findings – The key findings are: the basis of Takaful’s operation is established on the principles of Islamic Laws, Takaful operations are regulated by the Central Bank, this supervisory body has adopted elements of the two methods: regulation and supervision, the Malaysian Takaful industry has experienced rapid growth and transformation, and the proposed approach includes four key elements. Research limitations/implications – This study provides a road map for the next studies in this new topic. Practical implications – The paper guides the policy makers to giving more independence and allocating more resources to the supervisory body, for the development of an important component of the financial system. Originality/value – The essay is distinguished from the previous researches by limiting and identifying a clear period of the study. Further, the authors have listed the most important elements of the leading programs. Finally, the approach is more concerned with new aspects of the ongoing supervision, strategic axis and the supervision stages.

Approaches to the design of refugee camps

2018 ◽  
Vol 8 (3) ◽  
pp. 323-345 ◽  
Author(s):  
Marianne Jahre ◽  
Joakim Kembro ◽  
Anicet Adjahossou ◽  
Nezih Altay
Keyword(s):  
Case Analysis ◽  
Human Migration ◽  
Refugee Camps ◽  
New Approach ◽  
Content Type ◽  
Interview Guide ◽  
Global Coverage ◽  
Cross Case Analysis

Purpose An unprecedented scale of human migration has lead humanitarians to view camps as long-term settlements rather than temporary holding facilities. The purpose of this paper is to increase the understanding of and identify challenges with this proposed new approach to camp design. Design/methodology/approach Based on the camp design literature, the authors developed an interview guide and checklist for data collection. A multi-site case study and within- and cross-case analysis was then conducted. Findings The findings suggest that the proposed new approach is implemented only to a limited extent, and mostly in a stepwise manner. As camps mature, there is a shift toward the new approach, but most camps are established using the traditional top-down, temporary, and isolated approach. Research limitations/implications The findings are based on four camps in four different countries and do not provide an exhaustive global coverage. Practical implications The insights the authors derived and the challenges identified from the empirical evidence can be used to better plan future camps. Social implications The results can support improvements in camp design, thus alleviating suffering for both refugees and host communities, particularly in developing countries. In particular, the trade-off between a permanent solution and the temporary must be accounted for. Originality/value The study contributes to the literature by developing and proposing a conceptual framework to camp design. The cross-case analysis provides an initial understanding and categorization of challenges with implementing the new approach. It also suggests an evolutionary perspective of camp design.

scholarly journals Corporate listening: unlocking insights from VOC, VOE and VOS for mutual benefits

2020 ◽  
Vol 25 (3) ◽  
pp. 377-393
Author(s):  
Jim Macnamara
Keyword(s):  
No Value ◽  
Multinational Corporation ◽  
Active Listening ◽  
Participatory Action ◽  
Multiple Stakeholders ◽  
Content Type ◽  
Depth Study ◽  
And Performance ◽  
The Voice ◽  
Voice Of Customers

PurposeComparatively, while the voice of customers, employees, and other stakeholders have been identified as key components of corporate and marketing communication, little attention has been paid to how organizations listen to, make sense of, and use the information provided. The research reported in this article examined how a multinational corporation and its subsidiaries listen to their customers, employees, and other stakeholders and explored how corporate listening can be improved for mutual benefits.Design/methodology/approachThis article reports participatory action research within a multinational corporation operating in Europe, Canada and Australia, which set out to become a “listening organization” to improve its relationships and performance. The research was informed by interviews, observation, content analysis of relevant documents, and critical reflection.FindingsThis analysis illustrates the need for and benefits of looking beyond statistical data to analyze textual, aural and visual data available from call centers, open-end survey comments, complaints, correspondence, social media and other sources, and it identifies methods, tools and technologies for ethical insightful corporate listening.Research limitations/implicationsThis article advocates a “turn” from a focus on voice to focus on listening, noting that expression of the voice of customers, employees and other stakeholders has no value to them or organizations without active listening.Originality/valueThis paper reports an in-depth study of corporate listening to multiple stakeholders and identifies opportunities for increased insights and understanding that can lead to tangible benefits for both organizations and their stakeholders.

A systems theory for lean describing natural connections in an XPS

2020 ◽  
Vol 32 (6) ◽  
pp. 1373-1393
Author(s):  
Christer Osterman ◽  
Anders Fundin
Keyword(s):  
Conceptual Model ◽  
Multiple Case Study ◽  
Future Research ◽  
Problem Solution ◽  
New Approach ◽  
Content Type ◽  
Multiple Case ◽  
Cherry Picking ◽  
A Company

PurposeMany organizations report difficulties in integrating lean. A possible cause could be that methods and tools do not support each other. The purpose of this research is, therefore, to explore the nature of the connections within the system. Understanding these provides practitioners with a better way of defining their system and offers researchers a conceptual model with a new way of understanding a company-specific production system (XPS).Design/methodology/approachThe study is designed as a multiple case study with three organizations and, in total, 25 lean experts serving as respondents.FindingsThe connections between the elements of an XPS act as a duality based on a problem–solution (P–S) relation. These are categorized according to complexity and can be mapped into a conceptual model, where the connections can be either symmetrical or asymmetrical.Research limitations/implicationsThe results provide a method to analyze causes and effects in an XPS and a conceptual model. Given the limitations of a multiple case study, future research should explore connections depending on a broader variety of contextual conditions.Practical implicationsThe results present a way to avoid a cherry-picking problem through understanding connections between elements in an XPS. This provides a new way to understand the weaknesses of an XPS.Originality/valueThe research provides a new approach with insights on how to conduct research in lean production by facilitating how to understand and interpret connections between elements in a system.

scholarly journals APPLICATION OF HOUSE OF QUALITY IN THE CONCEPTUAL DESIGN OF BATIK WAX EXTRUDER AND PRINTER

2022 ◽  
Vol 23 (1) ◽  
pp. 310-328
Author(s):  
Nurul anissa Mohd asri ◽  
ABDUL MALEK ABDUL HAMID ◽  
NORHASHIMAH SHAFFIAR ◽  
NOR AIMAN SUKINDAR ◽  
SHARIFAH IMIHEZRI SYED SHAHARUDDIN ◽  
...  
Keyword(s):  
Conceptual Design ◽  
Musculoskeletal Symptom ◽  
Decision Making Process ◽  
House Of Quality ◽  
Customer Requirements ◽  
Technical Requirements ◽  
Image Conversion ◽  
Working Posture ◽  
Critical Components ◽  
The Voice

Malaysian batik production is dominated by two techniques known as hand-drawn batik, or batik tjanting, and stamp batik, or batik block. In comparison to batik block, the more popular batik tjanting takes a longer time to produce. A Standardized Nordic Questionnaire (SNQ) for musculoskeletal symptom examination involving batik artisans in Kelantan and Terengganu identified high rates of musculoskeletal disorders in respondents due to their working posture during the batik tjanting process. It was also observed that the number of workers and artisans willing to participate in the traditional batik industry is on the decline. These problems have led to a systematic Quality Functional Deployment approach to facilitate the decision-making process for the conceptual design of an automatic batik printer. In this study, house of quality (HOQ) was applied to identify the critical features for a batik printer based on the voice of the customer (VOC). A survey done to rate the importance of VOC using an 8-point Likert scale revealed that the batik practitioners topmost priority for the batik printer feature is the 'ability to adjust and maintain the temperature of wax' (17.54%) while the non-batik practitioners chose 'ability to deliver a variety of complex designs' (15.94%). The least required feature for the batik printer was related to the size of the batik printer.  The mapping between customer requirements (VOC) and technical requirements identified that the extruder design (21.3%), the heating element (18%), and nozzle diameter (17.8%) were the most critical components for the batik printer. Several conceptual designs of the extrusion unit, cartesian-based batik printer, and 2D image conversion using open-sourced software were proposed at the end of this work. ABSTRAK: Pengeluaran batik Malaysia telah didominasi oleh dua teknik yang dikenali sebagai batik lukisan-tangan (batik canting) dan batik cap (batik blok). Sebagai perbandingan, batik canting yang popular mengambil masa lebih lama bagi dihasilkan. Soal Selidik Nordic Standad (SNQ) bagi meneliti gejala muskuloskeletal melibatkan tukang batik di Kelantan dan Terengganu telah menunjukkan persamaan kadar muskuloskeletal yang tinggi pada postur badan semasa bekerja canting batik. Bilangan pekerja yang terlibat dalam industri tradisional batik ini turut terjejas. Masalah-masalah ini telah mengarah kepada kaedah Pengerahan Fungsi Kualiti bagi membantu proses membuat keputusan dalam rekaan konsep pencetak batik automatik. Kajian ini telah mengadaptasi Kualiti Rumah (HOQ) bagi mengesan ciri-ciri kritikal pada pencetak batik berdasarkan suara pelanggan (VOC). Kaji selidik telah dilakukan bagi menilai kepentingan VOC menggunakan skala Likert 8-poin. Didapati keutamaan yang diperlukan oleh 17.54% ahli batik adalah; ciri pencetak batik ini perlu mempunyai ‘keupayaan dalam menyelaras dan menetapkan suhu lilin’, manakala sebanyak 15.94% bukan ahli batik memilih ‘keupayaan pencetak ini harus berjaya menghasilkan pelbagai rekaan yang kompleks’.   Ciri yang kurang diberi tumpuan adalah berkaitan saiz pencetak batik. Persamaan antara kehendak pelanggan (VOC) dan kehendak teknikal dalam mengenal pasti komponen-komponen penting bagi pencetak batik adalah rekaan penyemperit (21.3%), elemen pemanas (18%), dan diameter nozel (17.8%). Pelbagai rekaan konsep bagi unit penyemperit, pencetak batik canting, dan imej konversi 2D menggunakan perisian sumber terbuka telah dicadangkan di bahagian akhir kajian ini.

Better profit formulas for new business models: capital goods industries in a fragmented market

2019 ◽  
Vol 41 (2) ◽  
pp. 29-38
Author(s):  
Georg Windisch
Keyword(s):  
Business Models ◽  
Customer Requirements ◽  
Capital Goods ◽  
New Approach ◽  
Content Type ◽  
Business Environments ◽  
Product Features ◽  
New Business ◽  
New Business Models ◽  
Project Level

Purpose Over the past years, traditional manufacturers of capital goods, such as Siemens, ABB and GE, have seen their business environments transform. As a response to these changes, firms began to change their business models from providing singularly developed, integrated one-off solutions to offering modular, mass-customizable systems, including increasingly sophisticated services. This paper aims to support such manufacturers in overcoming uncertainties in designing innovative profit formulas in this new approach. Design/methodology/approach This study is based on an 18-month research project at a multinational, multi-scope manufacturer in the capital goods industry. Findings To innovate profit formulas, this study recommends a three-step approach: first, categorize your customer requirements along new dimensions for each project; second, apply smart and novel combinations of competition- and value-based pricing and cost strategies within projects; and third, calculate your profits at the feature level instead of the aggregated project level. Based on this approach, managers can categorize projects through an introduced matrix tool and identify ways to improve profitability. Research limitations/implications Findings are applicable to the capital goods industry and to comparable sectors where vendors can tailor product features for each customer individually. Originality/value This study will help managers to overcome the challenge of rethinking ways of operating that are long established and, until now, very successful. It sets out a methodology – the profitability matrix – that managers can use to analyze the profitability of a specific customer offering and suggests ways to improve it based on a novel three-step approach for designing new profit formulas.

Social and Human Elements of Information Security

2010 ◽  
pp. 116-132
Author(s):  
Mahil Carr
Keyword(s):  
Information Security ◽  
Social Issues ◽  
The Other ◽  
Technological Solution ◽  
Rural Regions ◽  
Banking Services ◽  
New Approach ◽  
Secure Systems ◽  
Secure Information

This chapter attempts to understand the human and social factors in information security by bringing together three different universes of discourse – philosophy, human behavior and cognitive science. When these elements are combined they unravel a new approach to the design, implementation and operation of secure information systems. A case study of the design of a technological solution to the problem of extension of banking services to remote rural regions is presented and elaborated to highlight human and social issues in information security. It identifies and examines the concept of the ‘Other’ in information security literature. The final objective is to prevent the ‘Other’ from emerging and damaging secure systems rather than introducing complex lock and key controls.

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