Improving Customer Satisfaction of Smartcard System: Integration of Human Factors and Quality Function Deployment

2000 ◽  
Vol 44 (38) ◽  
pp. 699-702 ◽  
Author(s):  
Alan H.S. Chan ◽  
S.H. Wai
Keyword(s):  
Hong Kong ◽  
Public Transportation ◽  
System Integration ◽  
Quality Function Deployment ◽  
Technology Development ◽  
Study Strategies ◽  
Light Rail ◽  
Quality Function ◽  
Quality Dimensions ◽  
Technical Specifications

Octopus card is an electronic travel ticket with built-in microchip jointly issued by five major public transportation companies in Hong Kong. It can be used for riding on six kinds of transportation vehicles, viz. Mass Transit Railway (MTR), Kowloon Canton Railway (KCR) East Rail, KCR Light Rail, Kowloon Motor Bus (KMB), Citybus, and Hong Kong & Yaumati Ferry (HYF). The system has been launched in Hong Kong since September 1997. At the launching phase of this system, some operational problems like wrong fare deduction, card damage, inaccurate display of remaining balance on buses with the use of Octopus card were observed and brought up in the public. This study aimed at finding out the ways of satisfying the customer needs with the use of the system with consideration of changing technology development. The work in this study included identification of the quality dimensions of using Octopus card, conducting questionnaires survey on the users, applying usability testing to evaluate the overall performance of Octopus card and employing Quality Function Deployment to translate the customer voices into technical specifications. With the results of this study, strategies for improving the performance of Octopus card were finally recommended.

scholarly journals Research on the Design of a Hexagonal Shaft Straightening Machine Based on Quality Function Development and Evidence Theory

Symmetry ◽  
2021 ◽  
Vol 13 (4) ◽  
pp. 707
Author(s):  
Juan Zhou ◽  
Yu-Hang Huang ◽  
Zhong-Hua Yu
Keyword(s):  
Quality Function Deployment ◽  
Expert Knowledge ◽  
Evidence Theory ◽  
House Of Quality ◽  
Quality Function ◽  
Correlation Degree ◽  
Conflict Problem ◽  
Target Values ◽  
Technical Specifications ◽  
Multiple Experts

In response to the problem that weights in product planning and design are difficult to accurately reflect the real needs of users, a design method for hexagonal shaft straightening machines based on quality function configuration and evidence theory is proposed. First, based on the method of quality function deployment and evidence theory, the demand indicator and its importance are determined by market research and the Kano model. Second, to solve the conflict problem in the process of expert opinion aggregation, combined with evidence theory, taking expert knowledge as evidence, the possible value space of causal strength among nodes constitutes the recognition framework, which is used to synthesize the knowledge of multiple experts. The indicator correlation degree is reflected by using a correlation weight matrix, and effective solutions to the relevant theoretical problems and algorithms, such as those for competitive indicator evaluation, weight calculation and planning target value cases, are proposed. Finally, according to the analysis results for the various structural elements of the house of quality, a hexagonal shaft straightening machine function for master planning house of quality was constructed, and propose a design and build the main experimental platform. The relevant test results show that the technical specifications of the hexagonal shaft straightening machine basically meet the requirements of the overall planning target values, verifying the effectiveness and feasibility of the proposed method.

scholarly journals A Quality Function Deployment Approach Through Management and Technology Development

2021 ◽  
Vol 12 (3) ◽  
pp. 0-0
Keyword(s):  
Quality Function Deployment ◽  
Business Performance ◽  
Production Efficiency ◽  
Technology Development ◽  
Paper Industry ◽  
Business Strategies ◽  
Analytic Hierarchy ◽  
Quality Function ◽  
Problems And Solutions ◽  
Corrugated Paper

Corrugated paper industry is an indispensable industry and it has been developed for more than fifty years. Hence, it is important for a firm to find its core competence, study effective business strategies, and form a long-term competitive advantage. However, few researchers focus on the harmonizing between the operational problems and solutions from customers’ and suppliers’ angles. The purposes of this research are to analyze frequently encountered problems and to find appropriate solutions to upgrade production efficiency and business performance for the corrugated paper industry in Taiwan. This study mixes Quality Function Deployment and Analytic Hierarchy Process approach to find some operational problems and provide the solutions based on experts' experience. The findings are projected to deliver some significant contributions; academically, by professionally conducting further theoretical validation and by adopting suitable strategies to fit the needs of customers.

scholarly journals Perancangan dan pengembangan produk ban hemat bahan bakar, aman dan nyaman dengan pendekatan Quality Function Deployment

2019 ◽  
Vol 11 (2) ◽  
pp. 195
Author(s):  
Ayu Puspa Wirani ◽  
Aris Trimarjoko ◽  
Humiras Hardi Purba
Keyword(s):  
Product Development ◽  
Product Design ◽  
Quality Function Deployment ◽  
Primary Data ◽  
House Of Quality ◽  
Design And Development ◽  
Quality Function ◽  
Industrial Competitiveness ◽  
Synthetic Rubber ◽  
Technical Specifications

Product development by integrating consumer needs, technical capabilities and resources will enhance industrial competitiveness in era of globalization. Theme of this study is application of Quality Function Deployment (QFD) to develop design of tire products with consider fuel-efficient, safe and comfortable using. Based on primary data through questionnaires, there are 9 attributes that are desirable for consumers. In addition, through the brainstorming method, obtained 10 attributes that become technical specifications that can be developed into the product design. By arranging House of Quality (HOQ), the priority attributes of product design and development are light tires (20%), thin dimension (18%), synthetic rubber (14%), soft compounds (13%) and Smooth grip (11%).

scholarly journals Enhancing the Quality of a Higher Education Course: Quality Function Deployment and Kano Model Integration

2021 ◽  
Vol 10 (3) ◽  
pp. 312-327
Author(s):  
Mine Ömürgönülşen ◽  
Canan Eryiğit ◽  
Öznur Özkan Tektaş ◽  
Mehmet Soysal
Keyword(s):  
Higher Education ◽  
Quality Function Deployment ◽  
Total Quality ◽  
Kano Model ◽  
Course Quality ◽  
Quality Function ◽  
Technical Requirements ◽  
Important Relationship ◽  
Technical Specifications

There is an important relationship between the quality of undergraduate education and competitiveness in the global economy, especially for emerging economies. Quality Function Deployment (QFD) is one of the important methodologies in Total Quality Management (TQM) to translate customer requirements into technical specifications. The purpose of this study is to apply Third Generation Western QFD methodology together with Kano model to categorize and prioritize the needs of customers to increase a graduate-level course quality in higher education. To this end, the Voice of the Customer was identified through the Kano technique that enables categorization and prioritization of student requirements. To the best of our knowledge, this is the first empirical study in the literature that integrates the aforementioned methodologies in the field of higher education. With this integration, a focused quality house was generated which includes only prominent student and technical requirements. Accordingly, the prominent student requirements, which are classified as one-dimensional needs, are found to be the ones that are mostly lecturer-oriented attributes, such as the lecturer's theoretical and industrial knowledge. The interaction of the course with the industry, such as technical trips and invited speakers, which are called as attractive needs, are found to increase student satisfaction by creating delight. The prominent technical requirements are found to be budget/funds, number of students enrolled, lecturer workload, industry trip, good communication/empathy, lecturer qualifications, and competency in teaching. The combined framework may help educational decision-makers to identify and satisfy the main student requirements to enhance the quality of educational service processes.

Statistical comparison of final weight scores in quality function deployment (QFD) studies

2014 ◽  
Vol 31 (2) ◽  
pp. 184-204 ◽  
Author(s):  
Zafar Iqbal ◽  
Nigel P. Grigg ◽  
K. Govinderaju ◽  
Nicola Campbell-Allen
Keyword(s):  
Quality Function Deployment ◽  
Rating Scales ◽  
Probability Model ◽  
Testing Procedure ◽  
Statistical Testing ◽  
Relationship Matrix ◽  
Quality Function ◽  
Content Type ◽  
Testing Procedures ◽  
Technical Specifications

Purpose – Quality function deployment (QFD) is a methodology to translate the “voice of the customer” into engineering/technical specifications (HOWs) to be followed in designing of products or services. For the method to be effective, QFD practitioners need to be able to accurately differentiate between the final weights (FWs) that have been assigned to HOWs in the house of quality matrix. The paper aims to introduce a statistical testing procedure to determine whether the FWs of HOWs are significantly different and investigate the robustness of different rating scales used in QFD practice in contributing to these differences. Design/methodology/approach – Using a range of published QFD examples, the paper uses a parametric bootstrap testing procedure to test the significance of the differences between the FWs by generating simulated random samples based on a theoretical probability model. The paper then determines the significance or otherwise of the differences between: the two most extreme FWs and all pairs of FWs. Finally, the paper checks the robustness of different attribute rating scales (linear vs non-linear) in the context of these testing procedures. Findings – The paper demonstrates that not all of the differences that exist between the FWs of HOW attributes are in fact significant. In the absence of such a procedure, there is no reliable analytical basis for QFD practitioners to determine whether FWs are significantly different, and they may wrongly prioritise one engineering attribute over another. Originality/value – This is the first article to test the significance of the differences between FWs of HOWs and to determine the robustness of different strength of scales used in relationship matrix.

scholarly journals PENERAPAN MODEL INTEGRASI FUZZY SERVQUAL-IPA-QFD DALAM ANALISIS KUALITAS LAYANAN STASIUN GAMBIR

2021 ◽  
Vol 5 (1) ◽  
pp. 181
Author(s):  
Ronald Sukwadi ◽  
Priskilla Putri Josua ◽  
Hendy Tannady
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Public Transportation ◽  
Quality Function Deployment ◽  
Railway Station ◽  
Quality Function ◽  
Transportation Service ◽  
To Receive ◽  
Central Station

Public transportation has been regarded as one of the most sustainable forms of transport in Indonesia. Indonesian Railways serves as one of choice transportation mode and the biggest transportation service company. Gambir Central Station is the busiest railway platform where large number of people spend considerable amount of time, while waiting to board a train, alighting from a train, to receive/ send off a passenger, or to buy a ticket. The passengers must have a satisfactory experience of the amenities available at platforms, irrespective of their duration or purpose of stay at a railway station. This study aims to assess the satisfaction level of the passengers and to improve the existing service quality of the station. The integrated model of fuzzy SERVQUAL, IPA and QFD is applied in this study. The fuzzy SERVQUAL is used to assess the level of passengers’ satisfaction. Furthermore, the Importance Performance Analysis (IPA) method is used to find out the attributes that must be improved. The Quality Function Deployment (QFD) method is used to determine the appropriate efforts/strategies to improve those attributes. To meet the passengers’ needs, Gambir Central Station should install a hygiene signboard, conduct training of officers, and add greening areas. Keywords: Service quality, Fuzzy SERVQUAL, IPA, QFD, Railway station AbstrakAngkutan umum telah dianggap sebagai salah satu bentuk transportasi paling berkelanjutan di Indonesia. Kereta Api Indonesia menjadi salah satu moda transportasi pilihan dan perusahaan transportasi terbesar. Stasiun Gambir adalah stasiun tersibuk di mana banyak orang menghabiskan banyak waktu, menunggu untuk naik kereta, turun dari kereta, keluar/masuk penumpang, atau membeli tiket. Penumpang harus memiliki pengalaman yang memuaskan tentang fasilitas yang tersedia di stasiun, terlepas dari durasi atau tujuan mereka tinggal di stasiun kereta api. Penelitian ini bertujuan untuk menilai tingkat kepuasan penumpang dan meningkatkan kualitas pelayanan stasiun yang ada. Model terintegrasi fuzzy SERVQUAL, IPA dan QFD diterapkan dalam penelitian ini. Fuzzy SERVQUAL digunakan untuk menilai tingkat kepuasan penumpang. Selanjutnya, Importance Performance Analysis (IPA) digunakan untuk mengetahui atribut-atribut yang harus ditingkatkan. Metode Quality Function Deployment (QFD) digunakan untuk menentukan upaya/strategi yang tepat untuk memperbaiki atribut tersebut. Untuk memenuhi kebutuhan penumpang, Stasiun Gambir harus memasang papan tanda kebersihan, melakukan pelatihan petugas stasiun, dan melakukan penambahan area penghijauan.

scholarly journals A Quality Function Deployment Approach Through Management and Technology Development

2021 ◽  
Vol 12 (3) ◽  
pp. 1-18
Author(s):  
Chia Wei Lo ◽  
Ying Kai Liao ◽  
Giang Nu To Truong ◽  
Phuong Minh Binh Nguyen ◽  
Wann Yih Wu
Keyword(s):  
Quality Function Deployment ◽  
Business Performance ◽  
Production Efficiency ◽  
Technology Development ◽  
Paper Industry ◽  
Business Strategies ◽  
Analytic Hierarchy ◽  
Quality Function ◽  
Problems And Solutions ◽  
Corrugated Paper

Corrugated paper industry is an indispensable industry and it has been developed for more than fifty years. Hence, it is important for a firm to find its core competence, study effective business strategies, and form a long-term competitive advantage. However, few researchers focus on the harmonizing between the operational problems and solutions from customers’ and suppliers’ angles. The purposes of this research are to analyze frequently encountered problems and to find appropriate solutions to upgrade production efficiency and business performance for the corrugated paper industry in Taiwan. This study mixes Quality Function Deployment and Analytic Hierarchy Process approach to find some operational problems and provide the solutions based on experts' experience. The findings are projected to deliver some significant contributions; academically, by professionally conducting further theoretical validation and by adopting suitable strategies to fit the needs of customers.

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