PROPOSED KITCHEN DESIGN FOR COMPLYING ELDERLY NEEDS

29 Million elderly had accidents during 2014, and caused 29 thousand of death in 2016. Once of the biggest potential risk for elderly is a kitchen. It caused nursing home, needs to be more consent in designing kitchen for elderly. The purpose of this research was to design comfort kitchen for elderly by using design thinking approach. Design thinking utilized voice of customer to made a decision. It has an excessed as prototype redundant test to gain the voice of customers. Based on the customer needs, this research designed a kitchen with some racks near the dishwasher, applied some handrails in several places, sitting place to wash the dish and to cook, applied a food storage. Kitchen designed without any stairs and create a storage to placing the walker. This proposed design was tested by Wilcoxon signed-rank test to prove the differences the new design with the precedence design

Analysing the voice of customers by a hybrid fuzzy decision-making approach in a developing country's automotive market

PurposeThis paper analyses the voice of customers (VoCs) using a hybrid clustering multi-criteria decision-making (MCDM) approach. The proposed method serves as an efficient tool for how to approach multiple decision-making involving a large set of countrywide customer complaints in the Iranian automotive sector.Design/methodology/approachThe countrywide data comprising 3,342 customer complaints (VoCs) were gathered. A total of seven determinant complaint criteria were identified in brainstorming sessions with three groups (six each) of experts employing the fuzzy Delphi method. The weights of these criteria were assigned by applying the fuzzy best–worst method (FBWM) to identify the severity of the complaints. Subsequently, the complaints were clustered into five categories with respective customer locations (province), car type and manufacturer using the K-mean method and further prioritised and ranked employing the fuzzy complex proportional assessment of alternatives (FCOPRAS) method.FindingsThe results indicated that the majority of complaints (1,027) from the various regions of the country belonged to one specific model of car made by a particular producer. The analyses revealed that only a few complaints were related to product quality, with the majority related to service and financial processes including delays in automobile delivery, delays in calculating monthly instalments, price variation, failure to provide a registration ( licence) and failure to supply the agreed product. The proposed method is an efficient way to solve large-scale multidimensional problems and provide a robust and reliable set of results.Practical implicationsThe proposed method makes it much easier for management to deal with complaints by significantly reducing their number. The highest-ranked complaints from customers of the car industry in Iran are those related to delivery time, price alternations, customer service support and quality issues. Surveying the list of complaints shows that paying attention to the four most voiced complaints can reduce them more than 54%. Management can make appropriate strategies to improve the production quality as well as business processes, thus producing a significant number of customer complaints.Originality/valueThis paper proposes a comprehensive approach to critically analyse the VoCs by combining qualitative and decision-making approaches including K-mean, FCOPRAS, fuzzy Delphi and FBWM. This is the first paper that analyses the VoCs in the automotive sector in a developing country’s context involving large-scale decision-making problem-solving.

Corporate listening: unlocking insights from VOC, VOE and VOS for mutual benefits

PurposeComparatively, while the voice of customers, employees, and other stakeholders have been identified as key components of corporate and marketing communication, little attention has been paid to how organizations listen to, make sense of, and use the information provided. The research reported in this article examined how a multinational corporation and its subsidiaries listen to their customers, employees, and other stakeholders and explored how corporate listening can be improved for mutual benefits.Design/methodology/approachThis article reports participatory action research within a multinational corporation operating in Europe, Canada and Australia, which set out to become a “listening organization” to improve its relationships and performance. The research was informed by interviews, observation, content analysis of relevant documents, and critical reflection.FindingsThis analysis illustrates the need for and benefits of looking beyond statistical data to analyze textual, aural and visual data available from call centers, open-end survey comments, complaints, correspondence, social media and other sources, and it identifies methods, tools and technologies for ethical insightful corporate listening.Research limitations/implicationsThis article advocates a “turn” from a focus on voice to focus on listening, noting that expression of the voice of customers, employees and other stakeholders has no value to them or organizations without active listening.Originality/valueThis paper reports an in-depth study of corporate listening to multiple stakeholders and identifies opportunities for increased insights and understanding that can lead to tangible benefits for both organizations and their stakeholders.

Customer Journey Clue-based Service Failure Prevention

Customers and their perception towards service are considered as a determinant of service failure, and so, service failure and its prevention must be looked into from the perspective of the customers. This paper presents a customer-centric service failure prevention framework, which aims to provide a holistic way of service failure prevention by integrating service delivery assessment and failure analysis from a customer perspective, encompassing failure identification, assessment and prioritization of failures as a basis for corrective actions. Customer journey, service clues, and customer oriented-FMEA are employed to develop the proposed framework. The approach was applied to an enrolment process showing that using customer journey assists in determining customer processes, needs, wants and touch points in the service, and when used together with service clues further facilitates systematic and effective unveiling of potential failures that are important to customers. Assessment of failures and its prioritization with customer perspective leads to better prioritization that is reflective of the voice of customers. The case study shows that higher risk is imposed by actions emanating from the employees, reinforcing further that service failures not only concern functionality of the service but equally important also are the encounter of customers with service employees and the environment.

Disruption in Indian Cellular Telecom Market: Critical Success Factors

Cellular telephony is today acting as fulcrum in driving the socio-economicdevelopment of a country. The objective of this paper is to delve deeper into the Indian telecom market’s opportunities and challenges in the fast changing technology and cost ecosystemandspecifically factoring in the critical success factors of an aggressive new telecom operator - Reliance Jio. This also encapsulates what government has been doing to take the telecom forward to meet its visions. This encompasses the data inputs from online secondary sources along with voice of customers with the help of primary data (data collected during Dec 2018-Feb 2019) basis a questionnaire based field survey and interview of industry experts

Pengembangan Produk Power Charger Portable dengan Menggunakan Metode Quality Function Deployment (QFD)

Technological sophistication has become the necessity of human life, because it can facilitate the survival of human life. One of the technological sophistication that is needed by humans is the mobile phone. Mobile communication devices require electrical power sourced from the battery, when it runs out of power [1]requires a power source to restore power. Portable charger products [2]is one of the products that are always in need of mobile phone users. In this study, portable charger products have the advantage that can charge electric power just by moving it without using the electricity that comes from PLN. The purpose of this study is to determine the characteristics of portable charger products and designing products in accordance with the voice of customers obtained. In the first stage, the preparation and distribution of questionnaires to obtain voice of customer, create a technical response, create a house of quality, which then design the manufacture of portable charger products in accordance with customer wishes. Based on the research, the result of design of portable charger product with the length of 15 cm, width 8cm, thickness 3 cm and has the adhesive as long as 25 cm. Keywords: technology, phone, portable, charger, function

Kano-HOQ-GRA Hybrid Methodology for Customer-Driven Product Development

In order to attain the expectations of the customers and to win their hearts and minds, manufacturing firms are looking towards customer-focused design approach for developing their products. This chapter is devoted to present a hybrid methodology for developing products with customer focus. The methodology is developed by using house of quality (HOQ) with the aid of other techniques, namely, Kano, Swing weighting method (SWM), and Grey relational analysis (GRA). HOQ serves a tool for mapping customers' perception and designers' conception during product development. The Kano helps to understand and categorize the customer needs which is required to capture the voice of customers. The mapping of customer needs and design requirements in inter-relationship matrix of HOQ is carried by using SWM. There may be a scope for ambiguity while preparing inter-relationship matrix due to insufficient data with the design team. It affects ranking of design requirements. To address this issue, GRA is employed. An illustrative example is presented in this chapter to demonstrate the methodology.