Study of a Customer Satisfaction-Oriented Model for Outsourcing Software Quality Management Using Quality Function Deployment (QFD)

2008 ◽  
Author(s):  
Wei Xiong ◽  
Xiao-Tun Wang ◽  
Zhi-Xin Wu
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Software Quality ◽  
Quality Function Deployment ◽  
Quality Function ◽  
Software Quality Management

Peningkatan Kualitas Layanan Konsumen Dengan Metode Servqual Dan Quality Function Deployment

2019 ◽  
Vol 3 (2) ◽  
pp. 60
Author(s):  
Chistofora Desi Kusmindari
Keyword(s):  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Quality Function

Permasalahan dalam penelitian ini adalah bagaimanakah peningkatan kualitas layanan konsumen CV. Sinar Jaya Agung dengan metode servqual dan quality function deployment dengan tujuan untuk mengetahui persepsi konsumen dengan metode servqual, untuk menentukan nilai gap servqual antara persepsi dan harapan konsumen, dan untuk meningkatkan kualitas layanan sesuai dengan kebutuhan dan keinginan konsumen dengan menggunakan metode quality function deployment. Hasil penelitian ini menunjukkan bahwa semakin tinggi nilai customer satisfaction performancemaka semakin tinggi pula tingkat persepsi konsumen terhadap atribut oleh responden, nilai gap servqual diperoleh nilai tertinggi sebesar 0,35 pada atribut karyawan memiliki kompetensi dan profesional dalam melayani pelanggan. Dengan demikian dapat diartikan bahwa kualitas layanan konsumen yang diberikan sudah bisa dikatakan baik. Hasil pengujian quality function deployment menunjukkan bahwa untuk meningkatkan kualitas layanan sesuai dengan kebutuhan dan keinginan konsumen, maka perusahaan harus melakukan beberapa perbaikan, antara lain: lokasi perusahaan harus mudah dijangkau oleh konsumen, penyediaan checklist pembersihan, pemberian pelatihan rutin kepada karyawan, serta service yang baik dari karyawan pada konsumen.

scholarly journals Improving Service of Quality using Quality Function Deployment

2019 ◽  
Vol 4 (2) ◽  
pp. 68
Author(s):  
Ratna Ekasari ◽  
Nurul Aziza ◽  
M Adhi Prasnowo ◽  
Khoirul Hidayat
Keyword(s):  
Customer Satisfaction ◽  
Completion Time ◽  
Quality Function Deployment ◽  
Employee Performance ◽  
Point Of View ◽  
Title Page ◽  
Quality Function ◽  
Services Industry ◽  
Number Of Customers

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>AdiTeknik </span><span>is one of the garages in Sidoarjo, East Java, Indonesia, engaged in repairing services industry tools. This garage recently has problems in attracting customers. Prior studies suggest that one of the things that affect the number of customers is customer satisfaction. After listening to complaints from several consumers, consumers said that they are less satisfied with the quality of the garage. This phenomenon become the trigger for us to investigate the customer satisfaction especially on the </span><span>AdiTeknik </span><span>garage. One method that can be used to help companies to improve the quality according to customer point of view is Quality Function Deployment (QFD). We find that there are twelve attributes of the desires and needs of consumers to improve the quality of garage service of </span><span>AdiTeknik. </span><span>Those are the quality of repair, cleanliness and neatness of the garage, complete facilities for customer, employee performance, repair results in accordance with demand, timeliness of completion, the ability to analyze problems, clarity fees and the completion time, warranty repair results, employee friendliness, ease of contacting a workshop, and a willingness to give feedback. </span></p></div></div></div>

scholarly journals Pekan Ilmiah Fakultas Teknik Periode ke-XVI, UISU Medan Tanggal 24 s/d 26 April 2008

2017 ◽  
Author(s):  
Abdurrozzaq Hasibuan
Keyword(s):  
New York ◽  
Quality Management ◽  
Quality Function Deployment ◽  
Quality Function

Dimasa ledakan teknologi, para manajer disiapkan dengan tantangan tentang bagaimana memelihara pusat teknologi dan menyediakan teknologi yang paling tepat untuk konsumen. Makalah ini memaparkan sebuah pendekatan yang mudah untuk mengukur produktivitas teknologi dalam pengembangan produk. Pendekatan ini mengambil keuntungan dari pengembangan produk. Pendekatan ini mengambil keuntungan dari pengembangan produk. Pendekatan ini mengambil keuntungan dari pengembangan fungsi kualitas (Quality Function Deployment/QFD) dan total produktivitas dari Edosomwan (Integrating Productivity and Quality Management, Marcel Dekker, New York, 1987) untuk menyimbangkan pengaruh penjualan dan tekanan teknologi. Efisiensi dan efektifitas dari pengembangan teknologi akan dihitung. Informasi ini mungkin dapat mendukung para manajer untuk memilih investasiteknologi selanjutnya dan sumber alokasi bagian.

Relating Software Quality Models and Process Methods to User Value

2013 ◽  
Vol 4 (2) ◽  
pp. 27-42 ◽  
Author(s):  
Mohamed A Sheriff ◽  
Elli Georgiadou
Keyword(s):  
Risk Management ◽  
Quality Management ◽  
Software Development ◽  
Software Quality ◽  
Process Models ◽  
Quality Model ◽  
Quality Models ◽  
Software Quality Management ◽  
Risk Management Process ◽  
User Value

The ultimate object of software development should be to deliver value to all stakeholders. The traditional approach to delivering this value is to ensure that the software developed is of the highest quality. A number of quality models have been proposed to specify or describe what constitutes high quality software. The ISO9126 is one such model and perhaps the most comprehensive. Similarly, there are several methods, frameworks and guidelines for ensuring software quality in either the development or use process or both. Software Quality Management and Risk Management are probably the two most popular methods employed by developers during software development and implementation to deliver quality. In this paper the authors examine whether, and to what extent, the implied value propositions of software products as portrayed by the ISO9126 quality model and the prescribed processes in Software Quality Management and Risk Management, map onto user value perceptions and experiences. An ontology of value, in the form of a value tree, is developed and used to identify and analyse the key value dimensions of the ISO9126 quality model and the Software Quality Management and Risk Management process methods. These are then mapped onto contextualised user value characterisations derived from the extant literature. Differences identified are analysed and discussed and the authors suggest approaches that could narrow the perennial gap between idealised quality product and process models and stakeholder perceptions and actualisations of software value.

scholarly journals STRATEGI PENINGKATAN KUALITAS PRODUK AYAM GORENG RUMAH MAKAN AYAM GORENG ASLI PRAMBANAN RENON, DENPASAR

2019 ◽  
Vol 7 (1) ◽  
pp. 21
Author(s):  
Pandila Diahtaradipa Ganantrya ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quality Function Deployment ◽  
Quality Function ◽  
Good Product ◽  
Level Of Importance ◽  
Qfd Method ◽  
Good Product Quality

Consumer satisfaction in a restaurant can be improved through good product quality in accordance with the wishes and needs of consumers. Improving product quality is an important problem for a restaurant because it is beneficial for restaurants and consumers. The purpose of this study are: (1) to know the attributes of fried chicken that are considered important by consumers in the original Prambanan fried chicken restaurant, (2) to measure the level of importance of the quality of fried chicken products, (3) to measure the level of consumer satisfaction with the quality of fried chicken products and (4) knowing the strategy to improve the quality of fried chicken products. This study uses the Quality Function Deployment (QFD) method. The results of this study indicate that there are 11 attributes of product quality that are considered important by consumers with very important criteria. The biggest value of consumer interest is the attribute of fried chicken taste of 3.78. On the value of consumer satisfaction attributes of fried chicken chili variants have the smallest value of 3.08 with the highest IR of 1.30 need to provide and improve the quality of the product on the attributes of the fried chicken chili sauce. Keywords: fried chicken, product quality, customer satisfaction, quality function deployment (QFD)

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