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| 2. |
- Bergman, B., et al.
(författare)
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The Role of Quality Function Deployment in the Quality Movement
- 1997
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Ingår i: the Third Annual International QFD Symposium, Vol. 1 (Eds, Gustafsson, A., Bergman, B. and Ekdahl, F.) IKP/Quality Technology and Management, Linköping.
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Tidskriftsartikel (refereegranskat)abstract
- Finding Customer or Consumer wants and needs and converting these into products was early identified by Shewhart as a key issue for the manufacturing of products. A systematic technique supporting this process is Quality Function Deployment (QFD). In this paper we shall study the relations between QFD and the Quality Movement as initiated by Shewhart in the twenties, continued via the teachings of Deming and others and now widespread in industry and in society at large. We will also discuss in this paper the current use of QFD, especially the environments in which it has been used so far. Some comments concerning its future will also be given
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| 3. |
- Blomqvist, O., et al.
(författare)
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Non-geometric Plackett-Burman Designs in Conjoint Analysis - A Way to Improve Predictions
- 1998
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Ingår i: INFORMS.
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Bokkapitel (refereegranskat)abstract
- In their paper they use a non-geometric design to generate the concepts. Non-geometric designs represents a class of orthogonal designs that when the assumption of effect sparsity is valid, i.e. that only a few of the attributes actually influence the respondents' preferences, provide an opportunity to analyze interactions between attributes as well as the attributes themselves. In this article the use of non-geometric Plackett-Burman designs for conjoint analysis is advocated. Also, a procedure based on restricted all subsets regression for taking advantage of the special characteristics of the non-geometric designs is proposed and demonstrated using data from a conjoint study performed on cellular phone antennas in Sweden. Blomkvist, Ekdahl and Gustafsson also conducted a Monte Carlo simulation to further illustrate the properties of the proposed procedure and the use of non-geometric Plackett-Burman designs for conjoint analysis
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| 4. |
- Edvardsson, Bo, et al.
(författare)
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Kvalitet i tjänsteutveckling resultat från en världsomspännande studie
- 1999
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Konferensbidrag (refereegranskat)abstract
- I denna artikel har vi beskrivit den situation som offentlig tjänsteverksamhet befinner sig i med stora utmaningar och krav på förändring. Det handlar om att få ut mer av insatta resurser, att skapa mervärden genom en bättre totalkvalitet i relation till kostanden. För att hantera dessa förändringar har vi lyft fram tjänsteutveckling som det strategiskt viktigaste området. Området är nästan helt outvecklat inom offentlig sektor. Vi hävdar att offentliga verksamheter kan och skall jämföra sig med och lära av det som finns om tjänsteutveckling inom näringslivet och den akademiska forskningen. Vi har beskrivit tjänstelogiken och ett antal framgångsfaktorer i utvecklingen av nya tjänster. Vi har redo-visat resultat från en världsomspännande studie kring tjänsteutveckling med tyngdpunkt på telekombaserade tjänster
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| 5. |
- Edvardsson, Bo, et al.
(författare)
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The Effects of Satisfaction and Loyalty on Profits and Growth - Products versus Services
- 1999
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Konferensbidrag (refereegranskat)abstract
- The paper uses data from the Swedish Customer Satisfaction Index together with performance data from competing industries to study the difference in logic in terms of customer satisfaction and loyalty between services and products. We find that for product firms loyalty can have a negative effect on company performance, while for service firms the effect is positive. The implication is that service firms must earn their loyalty but product firms can lower their prices and thus retain their customers
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| 7. |
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| 8. |
- Ekdahl, F., et al.
(författare)
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Customer Focused Product Development in Practise - A Case Study at Scandinavian Airlines System
- 1998
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Konferensbidrag (refereegranskat)abstract
- The airline industry will be going through dramatic changes in the years to come. This is due foremost to altered customer demands and expectations but also to deregulation of the airline business. Many airline companies have lost track of the true needs of their passengers and are trapped in outdated views of what airline services is all about. The paper illustrates how Scandinavian Airlines System (SAS) has tried to set a new standard for customer focused services. Part of this effort was a thorough investigation into the concerns of the customers throughout the entire travel experience. Based on the results, SAS has tried to build an understanding for their passengers and today they develop services founded on what SAS believes are the customers' true needs and expectations
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| 9. |
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| 10. |
- Ekdahl, F., et al.
(författare)
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QFD for Service Development a Case Study from Telia Mobitel
- 1997
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Konferensbidrag (refereegranskat)abstract
- In this paper the application of QFD for service development is discussed based on a case study from a Swedish telecommunications company. The case study in the paper presented is, however, not a "QFD success story". Instead, it illustrates how Telia Mobitel (Telia) used QFD, what did not quite work out, and how they continued to work instead. Also, the paper provides brief introductions to some of the methods used for service design and for collecting the voice of the customer in a service design context
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