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.

A Pythagorean fuzzy ANP-QFD-Grey relational analysis approach to prioritize design requirements of sustainable supply chain

A sustainable supply chain (SSC) is vital for company’s sustainability success, so it is imperative to identify and prioritize SSC’s design requirements (DRs) for better SSC planning. For customer-centric markets, the customer requirements (CRs) need to be integrated into SSC’s DRs. This paper thus proposes a customer-centric approach based on Analytic Network Process (ANP), Quality Function Deployment (QFD), Grey Relational Analysis (GRA), and Pythagorean Fuzzy Set (PFS) to rank SSC’s DRs, considering CRs and information ambiguity. The PFS is combined with ANP, QFD, and GRA to better handle uncertainty in the SSC. The Pythagorean fuzzy ANP is applied to analyze the correlations among the sustainable CRs and determine the corresponding weights. The sustainable CRs are transformed into the DRs using the Pythagorean fuzzy QFD. The relationships among the resulting DRs are analyzed through Pythagorean fuzzy GRA to prioritize DRs. The approach is validated through a case study. The results obtained in this paper shows that the proposed method is efficient to prioritize DRs of SSC with the consideration of sustainable CRs under uncertain environment. The novelties of proposed method are that it not only offers a customer-oriented SSC planning method through the integration of ANP, QFD and GRA, but also can reflect the uncertain information with a broader membership representation space via PFSs. Based on the proposed method, the decision-maker can conduct comprehensive analysis to prioritize DRs and design appropriate SSC to fulfill CRs under uncertain environment.

Assessing the Risks and Success Factors of Telehealth Development Projects in an Academic Setting

The development of a telehealth technology in an academic setting is a complex project that faces several obstacles. The early assessment of the project risks plays a critical role in the translation of promising telehealth innovations into healthcare practice. This paper presents a decision support tool based on Failure Mode and Effects Analysis (FMEA) and Quality Function Deployment (QFD) techniques to associate the project risks to relevant success factors. Certain modifications in both techniques are applied to deploy them for project risk assessment. The project risks and success factors used in the tool are identified from the literature. The proposed decision support tool enables researchers to manage the risks in their telehealth development projects and identify action items to overcome such risks. The application of the proposed tool is illustrated with a telehealth development project for virtual physical therapy.

Technology for designing innovative processes for creating products and services of a network enterprise using an i4.0 knowledge-based system

The creation of network enterprises based on the digital technologies of the Industrie 4.0 (the 4th Industrial Revolution, i4.0) opens broad opportunities for increasing production flexibility, customer focus and continuous innovation in products and services provided. At the same time, new opportunities necessitate the development of new methods and technologies for designing innovative processes in the context of digital i4.0 platforms, all of which highlights the relevance of the presented research topic. This work aims to define technologies for designing innovative processes to create products and services using i4.0 systems which are based on multi-agent interaction of asset administration shells (AAS), displaying digital twins of product components, and the use of ontological and cognitive methods for forming and justifying design decisions. The work presented here uses the Domain-Driven Design approach, an architectural framework for building i4.0 systems, methods of ontological engineering, quality function deployment (QFD), analysis of the types and consequences of potential inconsistencies (FMEA) and processing of fuzzy sets. The paper proposes principles for identifying bounded contexts of the domain under the design activities for the stages of the life cycle and products’ subsystems (components). For bounded contexts of the domain, it is envisaged to create AAS of i4.0 systems, with the help of which the innovative process is supported and the multi-agent interaction of its participants is carried out. As cognitive tools for making design decisions, we proposed to use services for assessing the importance of the determined quality characteristics of products and minimizing deviations of the proposed solutions from the formed functional and non-functional requirements. The methods of ontological engineering and data modelling allow us to dynamically develop an innovative project and support various versions of the project in the design process. Application of the proposed technology for designing innovative processes to create products and services at network enterprises using i4.0 systems will improve the quality of design decisions, increase the dynamism and continuous design of innovative projects.

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 perception throughout the table egg supply chain

Purpose:This research shows how the perception of quality differs through the table egg chain and highlights the main quality characteristics for each studied chain participant (farm, retail, consumer).Design/methodology/approach:Observing the change in perception starts from the farm, through retail to the end consumer using the customer–supplier interaction, while looking back from the consumer to the farm, the application of the quality function deployment (QFD) was used. The study included 30 farms, 50 retail stores, 1,000 customers and 300 households.Findings:The farm–retail comparison highlights the type of production as the dominant factor affecting egg quality for both of these participants, followed by hen diet and the type of laying hen hybrid from the farmer's point of view, while retail focuses on packaging and egg damage. Egg quality aspects from the retail–household perspective emphasize the shell appearance and the origin of the eggs, while shelf life and egg class are equally important characteristics for both participants. The application of the QFD throughout the entire egg chain emphasizes quality vs price as the most important characteristic.Originality/value:This study could serve to food policy makers as an introduction to further research and production orientation in relation to the set of quality requirements associated with the egg supply chain.

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.