Integrasi Model Kano ke Dalam QFD untuk Mengoptimalkan Kualitas Perguruan Tinggi di Provinsi Riau

Higher Education has become a need for formal education as a strategic sector which is expected to produce quality intellectual graduates who are competitive. The competitive situation among universities requires educational institutions to pay attention to the quality of their education so that they are able to excel in the competition. To be able to compete, universities must improve their quality by providing attributes that are a priority for student needs. The purpose of this study is to optimize the quality of Private Universities in Riau Province by providing several technical responses. The population in this study were all active students of Private Universities in Riau Province and the total sample of 397 respondents using probability sampling techniques. This study uses the Kano Model and the Quality Function Deployment (QFD) approach as an integration tool that can help collect student voices as customers (VoC) and produce a priority matrix of needs and technical responses in the form of House of Quality (HoQ). The results of this study found 7 (seven) priority priorities for students, including the online KRS filling process that is very easy for students, academic information easily obtained, fast, and accurate, academic administration staff are reliable / responsive in providing services, adequate health facilities, Adequate library facilities (books, proceeding journals, and articles), Easy internet access, and adequate computer labor. From this research, Private Universities can take several steps to optimize quality such as improving internet facilities, monitoring academic rules, and monitoring the learning process. Keywords : Kano Model, House of Quality (HoQ), Quality Function Deployment (QFD), Quality

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STUDI ATAS PELAYANAN CLIENT COORDINATOR PADA KANTOR PELAYANAN UTAMA BEA DAN CUKAI TIPE A TANJUNG PRIOK DENGAN MENGGUNAKAN SERVQUAL, MODEL KANO DAN QUALITY FUNCTION DEPLOYMENT

INFO ARTHA ◽

10.31092/jia.v5i1.60 ◽

2017 ◽

Vol 5 ◽

pp. 35-54

Author(s):

Guruh Supenget ◽

Nur Aisyah Kustiani

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Quality Function Deployment ◽

Public Services ◽

House Of Quality ◽

Kano Model ◽

Quality Function ◽

Customer Expectations

This study aims to determine the quality, the importance of service attributes and the appropriate effort to improve the quality of public services provided by the Client Coordinator at the Direktorat Jenderal Bea dan Cukai. This study uses SERVQUAL questionnaire, Kano Model and Quality Function Deployment. SERVQUAL questionnaire is used to assess customer satisfaction (quality of service) by comparing customer expectations and the actual quality of service received by the customer. KANO model is used to determine which service attributes are important based on the perception of the customer. Moreover, the important service attributes identified by customer is analyzed in the house of quality (Quality Function Deployment method) to determine appropriate effort by government. A blend of these methods can be replicated in other efforts to improve public services so that the improvement will match with the needs of customers (community).

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Penerapan Quality Function Deployment(QFD) Untuk Mengembangkan Kualitas Pelayanan Rawat Jalan Berorientasi Pelanggan Di Rumah Sakit Paru-Paru

Jurnal Ilmiah Kesehatan Media Husada ◽

10.33475/jikmh.v1i1.82 ◽

2012 ◽

Vol 1 (1) ◽

pp. 65-75

Author(s):

Rudy Joegijantoro

Keyword(s):

Fuzzy Logic ◽

Quality Function Deployment ◽

House Of Quality ◽

Customer Requirements ◽

Linguistic Terms ◽

Major Drawback ◽

Quality Function ◽

Structured Design ◽

Functional Features

Quality Function Deployment (QFD) is defined as a method that supports the structured design of products or services. The method is based on the customer needs and involves all the relevant parties within an organization that develops and produces a product through teamwork. It is a method for mapping and prioritizing customer requirements into functional features and technical modules to optimize market performance. Although the quality of a service can be dramatically improved through a QFD exercise, the traditional crisp scoring approach has a major drawback. A wrong conclusion can be easily produced since the fuzzy nature of linguistic correlation terms from evaluation members is ignored. To overcome this problem, fuzzy scoring for linguistic terms is proposed in this paper. This study integrates fuzzy logic into House Of Quality to establish a framework for prioritizing customer requirements to simply, objectively, and scientifically analyze service features.

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IMPLEMENTATION OF THE FIRST QFD MATRIX IN A FIXING DEVICE FOR WEAR MASKS

DYNA MANAGEMENT ◽

10.6036/mn10126 ◽

2021 ◽

Vol 9 (1) ◽

pp. [12 P.]-[12 P.]

Author(s):

ADRIAN JOSE BENITEZ LOZANO ◽

MILDRED JULIANA GIRALDO HERNANDEZ

Keyword(s):

Computer Aided Design ◽

Quality Function Deployment ◽

Scale Production ◽

House Of Quality ◽

Kano Model ◽

Technical Aspects ◽

Quality Function ◽

Fused Deposition ◽

Starting Point ◽

Final Design

ABSTRACT: This paper presents the implementation of the first matrix known as house of quality (HOQ) in the framework of ´quality function deployment´ (QFD) methodology in a fixing device for wear masks. As a starting point, the customer´s voice is interpreted through the Kano model, which achieves the unique classification of customer requirements and technical aspects, in response to this by the manufacturer, are essential inputs to build the HOQ. In this house, the importance level scale of the requirements is shown, the correlation between them and the technical aspects, in order to achieve right decisions-making. Subsequently, the initial device design is presented, where the objectives that are expected to be obtained and its functionality are specified. For this, a commercial software in computer aided design (CAD) was used. An initial device prototype was obtained, with additive manufacturing technology or 3D printing by fused deposition melting. With the previously mentioned results, close scenarios would be achieved for the device´s final design, his validation and the scale production viability. Key Words: Quality Function Deployment (QFD), KANO Model, House Of Quality (HOQ), Design Methodology.

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PENERAPAN METODE QUALITY FUNCTION DEPLOYMENT GUNA MENINGKATKAN KUALITAS PELAYANAN JASA PADA KOPERASI AGRONIAGA INDONESIA SYARI’AH

Manajemen Bisnis ◽

10.22219/jmb.v3i1.1718 ◽

2014 ◽

Vol 3 (1) ◽

Author(s):

Ahmad Yani

Keyword(s):

Quality Improvement ◽

Quality Function Deployment ◽

Direct Evidence ◽

Quality Of Services ◽

House Of Quality ◽

Quality Function ◽

Precision And Accuracy ◽

Voice Of Customer

AhmadYaniPT. Visiland Dharma Sarana Jakarta PusatE-mail: [email protected] research objective was to implement QFD (Quality Function Deployment) to improve the qualityof service on Kanindo Shari’ah. Variables consisted of direct evidence, reliability, responsiveness,assurance, empathy. Phase of the QFD were (1) poll (Voice of Customer), (2) analysis with QFD, (3)the preparation of Quality Houses. Respondents were customers on Kanindo Shari’ah, namely 40customers who were collected by using accidental sampling. The results showed that the improvementin the quality of services performed by observing attributes of interest to the customer. Then, thecustomer satisfaction performance attributes were the most satisfying hospitality and good communication.Competitive satisfaction performance attributes satisfied customer was adequate infrastructure.Goal was the most preferred attribute settle by Kanindo Shari’ah. The highest value on ImprovementRatio was the speed, precision and accuracy of serving customers. Sales point showed a stronglevel of sales. Finally, the analysis of the results obtained planning quality improvement services inthe form of House Of Quality (HOQ)Keywords: Quality function deployment, direct evidence, reliability, responsiveness, assurance, empathy,house of quality

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IMPLEMENTASI METODE QUALITY FUNCTION DEPLOYMENT DAN METODE SERVQUAL DIMENSI KEPARIWISATAAN GUNA PERBAIKAN KUALITAS PARIWISATA PANTAI KEBUMEN (Studi Kasus pada Pantai Logending, Pantai Manganti, Pantai Suwuk, Pantai Petahanan, dan Pantai Brencong)

Accounting and Management Journal ◽

10.33086/amj.v2i2.881 ◽

2019 ◽

Vol 2 (2) ◽

Author(s):

Kabul Trifiyanto ◽

Ika Susilowati

Keyword(s):

Quality Function Deployment ◽

Quality Of Services ◽

House Of Quality ◽

City Center ◽

Quality Function ◽

The Government ◽

Tourism Services ◽

The City ◽

Qfd Method

Kebumen tourism is dominated by south coast destination objects with combat routes ranging from half to two hours drive from the city center. Since 2015 tourist visits have increased, but on average only 14%. This is not comparable with the budget issued by the government to date which focuses on tourism infrastructure and the opening of new objects, especially coastal areas. According to preliminary studies the cause is because of visitor dissatisfaction with the quality of services provided, especially coastal tourism. So as to provide recommendations for improvements in tourism services in this study, the quality function deployment (QFD) method is based on servqual evaluation specifically for tourism dimensions. There are 43 variables used to define the quality of service dimensions of tourism for visitors. By using additional kano models, 12 critical variables were obtained. Then the critical variable produces 16 technical responses through the house of quality method for later as a recommendation for improvement. With the priority of repairs are; making tourist management SOPs, adding cleaners, and adding a viewing post/spot

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Integration of Quality Function Deployment and Kano Model in Service Business

Jurnal Manajemen ◽

10.24912/jm.v23i3.572 ◽

2019 ◽

Vol 23 (3) ◽

pp. 411

Author(s):

Shafira Chaerunnisa Prasetyo, Budi Harsanto

Keyword(s):

Quality Function Deployment ◽

House Of Quality ◽

Customer Requirements ◽

Input Matrix ◽

Kano Model ◽

Quality Function ◽

Service Business ◽

Direct Observations

The purpose of this study is to determine the priority of customer requirements and technical responses for restaurants using the Quality Function Deployment (QFD) with the integration of the Kano Model. The data is collected through direct observations, interviews, and surveying of 150 respondents who are customers of restaurant B in Bandung. The data is analyzed by combining Kano Model with QFD in helping to build the first matrix in the House of Quality, namely the customer input matrix. This matrix together with other matrices forms a complete building of House of Quality. The findings show that there are six service attributes in a 'must-be' category. The two technical responses that should be prioritized for improvement because their importance level is above average are improvement of the facilities and maintenance of the facilities for the consumers. The two most highlighted facilities include a place of worship that is comfortable and clean, and a larger parking area.

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

Yuksekogretim Dergisi ◽

10.2399/yod.19.560956 ◽

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.

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Analysis of Cadets Satisfaction to Medan Aviation Polytechnic Service Using Quality Function Deployment (QFD) Method

SinkrOn ◽

10.33395/sinkron.v4i2.10536 ◽

2020 ◽

Vol 4 (2) ◽

pp. 141

Author(s):

Lisda Juliana Pangaribuan ◽

Liber Tommy Hutabarat ◽

Tiara Sylvia

Keyword(s):

Quality Of Service ◽

Quality Function Deployment ◽

Test Validity ◽

Quality Standards ◽

Total Sample ◽

Quality Function ◽

Higher Education Quality ◽

Reliability Planning ◽

Qfd Method

Education is an important factor in the development of science and the technology. Quality of service is an important element in the institution of education for the quality service of education that will produce high-quality graduates as well. The importance of service quality makes it a part of the Higher Education Quality Standards. Cadets Satisfaction to services is a benchmark to find out the quality of service at Medan Aviation Polytechnic. This research aims to determine the level of Cadets satisfaction to Medan Aviation Polytechnic service towards learning management standard services and standards for infrastructure facilities. The results of the study will be used as references in developing quality standards of Medan Aviation Polytechnic. The method used was Quality Function Deployment (QFD) method, with a total sample of 44 people. Analysis of the data is done with test validity, reliability, planning matrices and matrix House of Quality (HOQ). Analysis results shows the level of cadets satisfaction highest is the dimension Realibility to value the satisfaction of 4.01 followed by the dimensions of Assurance with the value of the satisfaction of 3.98, then the dimension Empaty to value the satisfaction of 3.97 and then at Responsivness dimension with satisfaction value 3.95 and the last is Tangibility dimension with satisfaction value 3.92.

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Improving service quality of hospital front office using an integrated Kano model and quality function deployment

Intangible Capital ◽

10.3926/ic.1001 ◽

2017 ◽

Vol 13 (5) ◽

pp. 924 ◽

Cited By ~ 1

Author(s):

Anjar Priyono ◽

Andina Yulita

Keyword(s):

Quality Function Deployment ◽

Service Providers ◽

Kano Model ◽

Quality Function ◽

Integrated Method ◽

Comprehensive Method ◽

Technical Requirements ◽

Starting Point ◽

Front Office

Purpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes.Design/methodology/approach: This study used integration of Quality Function Deployment and Kano Model. The research instrument, which takes the SERVQUAL model as its starting point, was developed using a comprehensive set of techniques, including a literature review of relevant topics, interviews and focus group discussions. Using a sample of 140 customers of an international hospital situated in Yogyakarta, Indonesia, 14 service attributes required by customers were identified. The attributes, which were further categorised into 5 attractive, 4 one-dimensional and 5 ‘must-be’ attributes, were analysed using the Kano Model.Findings: Using the integrated QFD and Kano Model, the service attributes needed for improvement were identified. The results are different from those when the company used either SERVQUAL or QFD alone. This study also reveals that benchmarking with competitor might produce misleading results. The results are different when the analysis combined a comprehensive method of QFD and Kano Model.Practical implications: Service providers will benefit from the findings of this study, as both the service attributes and technical requirements that require improvement as a priority are identified.Originality/value: It is the first time that front office quality of hospital is examined using integrated method of SERVQUAL, QFD and Kano Model. The recommendations proposed from this comprehensive method offer novel solution that has never been found in existing study.

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