Quality Function Deployment Method for Selection of Effective Management Tools on Setting EFQM Model

Journal of System Management

مقاله 2، دوره 1، شماره 4، دی 2015، صفحه 15-29

نوع مقاله: Research Paper

نویسندگان

Seyed Masoud Seyedi^{* 1}؛ Maryam Yeganeh²؛ Seyed Amin Nazem Sadat Arsenjani³

¹Department of Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran

²Department of Electronic and Computer, Tabriz University, Tabriz, Iran

³Tax Affairs Office of Fars Province, Fars, Iran

چکیده

Using the effective management tools that are relevant to
the organization’s needs for excellence has become so important for the
companies to improve their performances and then increase customer
satisfaction and gain market shares. Quality function deployment is an
efficient and powerful tool in design, development, and planning of products.
The main function of quality function deployment is conversion of
VOC (voice of customer) to technical characteristics (here organization
supposed as customer). This study propose a 9-step HOE(House Of Excellence)
model, which is basically a QFD model, and present the use
of symmetrical triangular fuzzy numbers(STFNs) to reflect the vagueness
in 30 experts’ linguistic assessments. The model of this research has been tested by means of a real case (Joundy Shapoor Company),
finding the relationship between 15 categories of management tools with
five EFQM enabler criteria based on the quality function deployment
approach to determine for Joundy Shapoor Company the effective management
tools to reach excellence. And also the test of the hypothesis of
this research has been done by using spearman correlation coefficient.

کلیدواژه‌ها

Management tools؛ european foundation for quality management( EFQM)؛ quality function deployment(QFD)؛ fuzzy analytic hierarchy process(FAHP)؛ symmetrical triangular fuzzy numbers(STFNs)