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The role of the client's feelings and needs in the Quality Function Deployment (case study: the Multi Vita shampoo) Moshabaki Asghara, Rineh Seyyede Mehrnosh Mosavib aFaculty of Economics and Management, Tarbiat Modares University of Iran, Tehran, Iran bMA in Industrial Management, Islamic Azad University, South Tehran Branch, Tehran, Iran Online published on 10 March, 2015. Abstract Today there are many quality techniques to enhance product quality and increase customer satisfaction which the total quality management approach is one of the most popular methods among scholars of management. This method by analyzing the customer's needs and its relation to the technical specifications of product, tries to produce the product or service to enhance customer satisfaction. One of the limitations of quality function deployment is the lack of attention to emotional characteristics of the product. In this way the product is checked only on its essential functions for the consumer and does not pay attention to emotions as an increasing factor in their satisfaction. The purpose of this research is to identify the emotion by using sense-oriented engineering and by placing them in the house a comprehensive study about product quality is done. For this purpose the Golrang Multi Vita shampoo is selected. In this regard after reviewing the sense-oriented engineering literature and performance development model the voice of customer and frequency words have been collected. After choice of customer needs we compared to their ranking by Analytical Network Process (ANP). And finally after completion of the strengths and weaknesses house the Multi Vita shampoo was identified and some solutions have been proposed in order to increase customer satisfaction and improve the quality of Golrang Multi Vita shampoo. Top Keywords Emotion and customer requirements, development of performance models, hierarchical analysis. Top | |
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