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A hybrid of Kano and QFD for ranking customers’ preferences: A case study of bank Melli Iran
Mohammad Hassan Pourhasomi,Alireza Arshadi Khamseh,Yaser Ghorbanzad
Management Science Letters , 2013,
Abstract: Nowadays, many service provider organizations compete to survive and surpass other competitors in the world. They apply new techniques and instruments to identify and to prioritize important criteria for their customers to gain customer satisfaction. Banks, as one of the service provider organizations, are no exception. Quality plays essential role in banking industry and customer’ gratification is considered as one of the major and essential goals in this field. Recognition and awareness regarding the customers’ needs and requirements would facilitate providing satisfactory services. It could be said that improved understanding, accurate identification and prioritization of bank customers’ requirements are the keys to success for bank managers. The present study aims to integrate two approaches of Quality Function Deployment (QFD) and Kano's model through implementation of Analytical Hierarchy Process (AHP). This study proposes a novel approach to identify and to analyze the priorities of bank customers’ requirements. The results indicate that the priorities of bank customers are different before and after integration of Kano’s Model in the planning matrix of QFD.
A hybrid model of QFD, SERVQUAL and KANO to increase bank's capabilities  [PDF]
Mohsen Kashi,Mohammad Ali Astanbous,Mojtaba Javidnia,Hasan Rajabi
Management Science Letters , 2012,
Abstract: In global market, factors such as precedence of competitors extending shave on market, promoting quality of services and identifying customers' needs are important. This paper attempts to identify strategic services in one of the biggest governmental banks in Iran called Melli bank for getting competition merit using Kano and SERVQUAL compound models and to extend operation quality and to provide suitable strategies. The primary question of this paper is on how to introduce high quality services in this bank. The proposed model of this paper uses a hybrid of three quality-based methods including SERVQUAL, QFD and Kano models. Statistical society in this article is all clients and customers of Melli bank who use this banks' services and based on random sampling method, 170 customers were selected. The study was held in one of provinces located in west part of Iran called Semnan. Research findings show that Melli banks' customers are dissatisfied from the quality of services and to solve this problem the bank should do some restructuring to place some special characteristics to reach better operation at the heed of its affairs. The characteristics include, in terms of their priorities, possibility of transferring money by sale terminal, possibility of creating wireless pos, accelerating in doing bank works, getting special merits to customers who use electronic services, eliminating such bank commission, solving problems in least time as disconnecting system, possibility of receiving foreign exchange by ATM and suitable parking in city.
QFD和Kano模型的集成方法及应用  [PDF]
重庆大学学报 , 2008, DOI: 10.11835/j.issn.1000-582X.2008.05.010
Abstract: 针对质量功能配置(qualityfunctiondevelopment,QFD)应用过程中的难点,即如何准确而有效地理解用户需求,将Kano模型引入QFD,以Kano模型的分析结果作为QFD的输入.同时,在总结Matzler和Hinterhuber集成方法的基础上,针对其不足,利用更广泛的评分等级更清楚地表明用户需求和工程特性间的强相关与弱相关的区别,用权重统计测试法来处理当2个用户需求的权重很相近时的情况,在此基础上对原集成法进行改进,并实际应用于某一机电产品,证明了此方法的有效性.
Trustworthy software evaluation based on QFD

XIONG Wei,WANG Juan-li,CAI Ming,

计算机应用研究 , 2010,
Abstract: To synthetically evaluate the multidimensional attributes of software trustworthiness, tracking and controling software trustworthiness in software development are important and it is a challenging topic in software engineering. By using the tool of house of quality(HOQ) in quality function deployment(QFD) and integrating Kano model, this paper proposed a method to evaluate software trustworthiness. Finally, it gave a case of aerospace operating system software development to show the validity and feasibility of this method.
Theoretical Model of Software Process Improvement for CMM and CMMI based on QFD
Yonghui Cao
International Journal of Computer Science Issues , 2013,
Abstract: In this paper, we first introduce Software Process Improvement (SPI) and Quality Function Deployment (QFD); then study theoretical model of SPI for CMM and CMMI based on QFD. Through the research, we hope to achieve three goals: first, to develop a method, based on QFD, for the integration and prioritization of requirements from multiple perspectives; second, to map process requirements, including business requirements, to CMM or CMMI with the help of QFD; third, to be able to prioritize software process improvement actions based on process requirements. Finally, we also draw conclusions.
Research on Promoting After-Sales Service Quality of Real Estate Industry Based on Kano, QFD and Other Tools——Taking the Fangyuan Group Real Estate Development Co. Ltd as a Case

陈志军, 吴志新
Advances in Social Sciences (ASS) , 2013, DOI: 10.12677/ASS.2013.24011
Abstract: 房地产的售后服务由于售后服务管理体制不健全,管理不规范和工作经验的缺乏该行业遭遇到成长过程中必然产生的各种问题,受到的消费者投诉在各行业之首,为了解决该问题,本文通过基于KANO模型与QFD集成的顾客(或业主)需求设计方法研究,为房地产售后服务行业分析顾客需求提供了一种新的方法。本项目还以浙江一家房地产开发有限公司的售后服务中心为例,分析该公司在房地产售后服务质量改进方面KANO 模型与 QFD等工具的应用过程及应用效果。
Various problems happened in the growth process of real estate service because of distempered- ness of after-sales service management system, irregularities of management and lack of work experience. Most consumer complaints appear in the real estate market. In order to solve the problems, this paper pro- vides after-sales service of real estate industry with a new approach by analyzing the customers’ requirements based on KANO model integrated with QFD customers (or owners) design method. This paper takes an after-sales service center of a real estate company in Zhejiang Province as an example and analyzes the application process and application result of this company with quality improvement tools: KANO model and QFD.
Study on Module Selection Method for Customized Products  [PDF]
Hang Liu
Intelligent Control and Automation (ICA) , 2014, DOI: 10.4236/ica.2014.54026
Abstract: Modularization is the key technique for modern manufacturing system, which resolves the conflict between flexibility and productivity. The challenge of deciding which modules should choose under resource limitation from a large amount of available alternative modules has been well recognized in academia and industry correspondingly in producing customized production. For this reason, this paper proposes a new module selection method to deal with the problem, which combines rough set theory into total quality development (QFD) framework. First of all, a decision table is build up and then be modified through examining the importance of each attribute. Afterwards, the basic importance rating vector is calculated and the modifying index of the importance will be determined to get the final result. Finally, the feasibility and efficiency of the proposed method is manifested by a case study.
Proposta de um método para integra??o entre QFD e FMEA
Fernandes, José Márcio Ramos;Rebelato, Marcelo Giroto;
Gest?o & Produ??o , 2006, DOI: 10.1590/S0104-530X2006000200007
Abstract: two quality-planning methods are recognized worldwide today for their usefulness and successful implementation: qfd (quality function deployment) in product and process development, and fmea (failure mode and effects analysis) in failure analysis. however, these methods are often seen as non-interrelated tools and, in practice, their integration has traditionally been insufficiently and poorly exploited. this article therefore proposes a method for integrating qfd and fmea. the proposed approach presents changes in these two quality-planning methods, which aim to increase the effectiveness of their integration and to confer greater clarity on their presentation. the proposed method is illustrated through a fictitious example of application.
Interdisciplinary Integration of the CVS Module and Its Effect on Faculty and Student Satisfaction as Well as Student Performance
Nasra N Ayuob, Basem S Eldeek, Lana A Alshawa, Abdulrahaman F Alsabaa
BMC Medical Education , 2012, DOI: 10.1186/1472-6920-12-50
Abstract: This interventional study used mixed method research design to assess student and faculty satisfaction with the level of integration within the CVS module. A team from the medical education department was assembled in 2010/2011 to design a plan to improve the CVS module integration level. After delivering the developed module, both student and faculty satisfaction as well as students performance were assessed and compared to those of the previous year to provide an idea about module effectiveness.Many challenges faced the medical education team during design and implementation of the developed CVS module e.g. resistance of faculty members to change, increasing the percentage of students directed learning hours from the total contact hour allotted to the module and shifting to integrated item writing in students assessment, spite of that the module achieved a significant increase in both teaching faculty and student satisfaction as well as in the module scores.The fully integrated CVS has yielded encouraging results that individual teachers or other medical schools who attempt to reformulate their curriculum may find valuable.
Applying a Hybrid QFD-TOPSIS Method to Design Product in the Industry (Case Study in Sum Service Company)  [cached]
Babak Haji Karimi,Mohamad Mehdi Mozafari,Mehrdad Nazari Asli
Research Journal of Applied Sciences, Engineering and Technology , 2012,
Abstract: Electronics industry as an industry with high added value and television production industry especially as one of its pillars play an important role in the economy of each country. Therefore, the aim study of this paper is to illustrate how, using a combined QFD-TOPSIS model, organizations are able to their design product in accordance with requirements of consumers with a case study in Sum Service Company. Quality Function Deployment (QFD) is one such extremely important quality management tool that is useful in product design and development. Traditionally, QFD rates the Design Requirements (DRs) with respect to customer needs and aggregates the rating to get relative importance score of DRs. An increasing number of studies emphasize on the need to incorporate additional factors, such as cost and environmental impact, while calculating the relative importance of DRs. However, there is variety of methodologies for driving the relative importance of DRs, when several additional factors are considered. TOPSIS (technique for order preferences by similarity to ideal solution) is suggested for the purpose of the research. This research proposes new approach of TOPSIS for considering the rating of DRs with respect to CRs and several additional factors simultaneously. Proposed method is illustrated using by step-by-step procedure. The proposed fuzzy QFDTOPSIS methodology was applied for the Sum Service Company in Iran.
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