Mapping the customer centric weather index insurance service design using quality function deployment

PurposeThe present paper aims to propose a framework on weather index insurance (WII) service design by using quality function deployment (QFD).Design/methodology/approachThis study utilizes QFD technique to propose a customer oriented framework on WII service design. In initial phase, customer and design requirements were gathered to derive the relationship between customers' and managers' voice for construct the house of quality (HOQ). Later on, prioritized customer and design requirements as QFD outcome were utilized to develop the action plan matrix in order to suggest the future action plans.FindingsThis study proposed a customer centric framework on WII service design to address the customer requirements. Findings show that adequate claim payments, hassle free prompt claim payment and transparency in losses computation are prioritized customer requirements with highest importance rating, whereas, accurate claim estimation, claim management system and advancement of technology are prioritized service design necessities with highest importance rating.Research limitations/implicationsThe proposed WII service design can enhance the quality of WII service by attain the higher standards of WII service in order to completely satisfy the customers.Practical implicationsThe proposed WII service design can provide a solution to the problems faced by WII industry by improve the customer's service experience and satisfaction.Originality/valueBased on best of author's knowledge, this paper first proposed a framework on WII service design by integrating customer and design requirements by using QFD.

Penggunaan Technology Acceptance Model Dalam Mengukur Kualitas Layanan Platform E-Commerce

Seiring dengan meningkatnya pertumbuhan ecommerce di Indonesia, ternyata jumlah pengaduan akan ketidakpuasan konsumen terhadap layanan ecommerce pun meningkat setiap tahunnya. Penelitian ini bertujuan menganalisis kualitas layanan ecommerce dalam meningkatkan kepuasan konsumen dengan technology acceptance model. Platform yang dianalisis dalam penelitian ini adalah Tokopedia dengan menggunakan bagan quality function deployment. Hasil analisis menunjukkan bahwa tingkat kepuasan konsumen masih berada di bawah tingkat harapan konsumen. Sistem yang user friendly, user interface yang simpel dan jelas, otomatisasi fitur saran, sistem pembayaran yang terintegrasi, dan membuat kolom pencarian terlihat jelas merupakan lima prioritas karakteristik teknis yang harus menjadi perhatian perusahaan karena sesuai dengan kebutuhan konsumen. Penelitian ini menyarankan kepada Tokopedia untuk melakukan evaluasi dan perbaikan secara berkala serta melakukan testing aplikasi secara rutin sehingga dapat meminimalisir terjadinya error dan bug. Tokopedia juga perlu lebih tanggap dengan keluhan pelanggan dan pihak pengembang bisa lebih update dalam menangani keluhan yang berkaitan dengan error dan ketidakstabilan aplikasi. Kata kunci: E-commerce, Kualitas Pelayanan, Technology Acceptance Model, Quality Function Deployment.

QUALITY FUNCTION DEPLOYMENT ( QFD ) UNTUK MENGUKUR TINGKAT KEPUASAN KONSUMEN KOPI BISANG DI KABUPATEN LUWU

Kopi bisang merupakan salah satu kopi yang memiliki potensi pengembangan usaha, hal ini yang membuat penulis akan menguraikan mengenai prospek pengembangan kopi bisang. Mengetahui tingkat kepuasan konsumen terhadap produk kopi bisang dengan metode QFD ( Quality Function Deployment ) serta suara konsumen ( Voice Of Costumer ) terhadap kopi bisang di Kabupaten Luwu.Rancangan penelitian dengan pengumpulan data dengan memakai kuesioner dan wawancara. Kegiatan ini dilakukan di cafe kopi bisang kota Palopo . Kuesioner dan wawancara membahas mengenai kualitas layanan yang meliputi Tangible, Assurance, Responsifness, Realibility, Emphaty,dimensi mutu pelayanan Tangible, assurance, responsiveness, realibility dan emphaty. Setelah dilakukan penganalisaan data terhadap atribut yang paling berpengaruh, ditemukan bahwa harga produk yang merupakan atribut assurance merupakan faktor utama dari produk kopi bisang yang dapat menjadi pilihan dengan nilai total 216 dengan nilai indeks 43,2. Atribut cara berkomunikasi karyawan yang merupakan dimensi mutu Emphaty, memperoleh skor terendah dengan nilai 182 dengan nilai indeks 36,4 sehingga bagian ini perlu mendapatkan perhatian khusus agar kualitas pelayanan prima dapat terwujud.

Product Quality Planning in Laser Metal Processing Based on Open Innovation Using Quality Function Deployment

The results of the development of a modified quality function deployment (QFD) method, obtained for the first time to improve the product quality planning process in the metal cutting of laser technologies confirming the dynamics of open innovation, are presented. When using new marketing technologies, the requirements of consumers are established; a factorial model of customer satisfaction was determined with after an assessment by expert methods, their wishes were transformed into indicators of product quality, and its concept was developed. Product quality is enhanced by optimizing project specifications. The method of functional cost analysis (FCA) was applied for the manufacturing processes, which made it possible to reduce the costs of their implementation. New methods of product quality control were applied. The developed planning process is described by a sequence diagram, an algorithm, and a responsibility matrix. The research used search methods including Internet resources required for open innovation, namely functional modeling methods (IDEF) and the method of advanced product quality planning (APQP). The results of the achieved advantages of open innovation (reduction in research and development costs, implementation of the principles of total quality management (TQM), customer orientation, process approach, improvement) are recommended for further application both at the enterprise and in the metalworking of mechanical engineering. The practical significance of the results of this work is the reduction in internal and external failures by 12%; reduction in time for new product development by 9%; reduction in costs for online resources by 11% and quality control during production by 7%; reduction in labor costs for process management by 25%; and the stability of the process, which improved by 25%.

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

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.

Biomass Stove Design Based Quality Function Deployment (QFD) and Design For Manufacture And Assembly (DFMA)

This study aims to design a biomass stove as a solution for lack of LPG gas in the community in Batu Panjang, Rupat Island, Riau. The Quality Function Deployment (QFD) method is used in this study by elaborating consumer needs through public opinion needs (questionnaire survey) and elaboration of the characteristics of consumer needs. A House of Quality (HoQ) matrix was created to determine the technical characteristics for design analysis of biomass stove and designed using the Design for Manufacture and Assembly (DFMA). The result was a development of "Biomass Stove", which consists of a funnel for fuel, a fire funnel, a filter and an air chamber. The funnel chamber, which the fuel was made the insulation channel and the joining of the fire connector, forms an angle to increase the heat flow to funnel fuel and reduce the heat loss during cooking. The stove design is made safe, comfortable for users and environmentally friendly due to the existence of a filter and air chamber cover. The biomass stove was designed portable, and then it was light and easy to move around.

APLIKASI METODE QUALITY FUNCTION DEPLOYMENT UNTUK SISTEM PENINGKATAN PELAYANAN KONSUMEN

Pelayanan merupakan hal terpenting dalam memberikan kenyamanan terhadap pelanggan. Loyalitas kepada konsumen ditandai dengan konsumen yang terus menerus mau menggunakan jasa dari suatu perusahaan. Selain mengetahui tingkat layanan yang sudah ada, dan mengetahui adanya perbedaan antara kondisi yang ada dengan harapan konsumen maka perlu dilakukan usaha untuk meningkatkan kualitas layanan sesuai dengan harapan konsumen. Sektor jasa adalah sektor yang banyak bekontribusi pada sektor pertumbuhan ekonomi. Peningkatan layanan konsumen adalah salah satu faktor dari keberhasilan industri jasa. Pada sistem manajemen perusahaan merasa perlu melakukan peningkatan kualitas layanan untuk mempertahankan konsumen yang ada di PT. Telkom Ases tersebut. Aplikasi metode QFD (Quality Function Deployment) adalah sebuah metode yang membawa sebuah system pelayanan menjadi terbesar di Asia dan dunia. Metode QFD telah luas digunakan diberbagai bidang penelitian dan sistem pengambilan keputusan. QFD merupakan penelitian yang didasarkan bagaimana suara konsumen diterjemahkan kepada aspek-aspek teknis yang menunjang pelaksanaannya di lapangan. Dalam penelitian ini metode QFD digunakan dalam sistem peningkatan layanan konsumen.