WFRF:(Ghobakhloo Morteza)
Sökning: WFRF:(Ghobakhloo Morteza) > (2023) > A fuzzy three-dimen...
- Beheshtinia, Mohammad AliIndustrial Engineering Department, Faculty of Engineering, Semnan University, Iran (författare)
A fuzzy three-dimensional house of quality to integrate and coordinate departments’ activities in organizations
- Artikel/kapitelEngelska2023
Förlag, utgivningsår, omfång ...
- IEEE,2023
- electronicrdacarrier
Nummerbeteckningar
- LIBRIS-ID:oai:DiVA.org:his-23120
- https://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-23120URI
- https://doi.org/10.1109/access.2023.3307358DOI
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- Språk:engelska
- Sammanfattning på:engelska
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- CC BY-NC-ND 4.0Corresponding author: Masood Fathi (e-mail: masood.fathi@his.se).
- This study aims to introduce a method to integrate and coordinate departments’ activities to enhance the service quality of organizations using Quality Function Deployment (QFD). To this purpose, the classical two-dimensional House Of Quality (HOQ) matrix is changed to a three-dimensional form (3D-HOQ). The 3D-HOQ is applied to the marketing and Human Resources (HR) departments of a bank to determine customers’ and employees’ demands, respectively. The 3D-HOQ is also employed to provide a unique list of technical requirements to satisfy the identified demands. Obtaining a unique list of technical requirements with the cooperation of both departments reduces the inconsistency between departments, saves cost and time by preventing reworks and parallel works, and increases the organization’s efficiency. Moreover, 3D-HOQ is combined with the SERVQUAL technique and fuzzy theory to determine the weight of obtained technical requirements. The study is conducted in four main steps, (1) identifying the customers’ and employees’ demands, (2) identifying the technical requirements for simultaneous satisfaction of both customers’ and employees’ demands, (3) determining the relationships between the technical requirements and the identified demands, and (4) prioritizing technical requirements. Applying the 3D-HOQ resulted in identifying 30 customers’ demands, 30 employees’ demands, and 50 technical requirements. The study results show that "using new banking technologies" has the highest weight among the customers’ demands, and "job security" has been found to have the highest weight among employees’ demands. Moreover, "Intra-organizational processes automation" has been identified as the technical requirement with the highest weight.
Ämnesord och genrebeteckningar
- TEKNIK OCH TEKNOLOGIER Maskinteknik Produktionsteknik, arbetsvetenskap och ergonomi hsv//swe
- ENGINEERING AND TECHNOLOGY Mechanical Engineering Production Engineering, Human Work Science and Ergonomics hsv//eng
- Customer service
- Fuzzy theory
- House of quality
- Human resource
- Quality management
- SERVQUAL
- Virtual Production Development (VPD)
- Virtual Production Development (VPD)
Biuppslag (personer, institutioner, konferenser, titlar ...)
- Sedady, FatimaIndustrial Engineering Department, Faculty of Engineering, Semnan University, Iran (författare)
- Fathi, MasoodHögskolan i Skövde,Institutionen för ingenjörsvetenskap,Forskningsmiljön Virtuell produkt- och produktionsutveckling,Division of Industrial Engineering and Management, Department of Civil and Industrial Engineering, Uppsala University, Sweden,Virtual Production Development(Swepub:his)fatm (författare)
- Ghobakhloo, MortezaDivision of Industrial Engineering and Management, Department of Civil and Industrial Engineering, Uppsala University, Sweden ; School of Economics and Business, Kaunas University of Technology, Lithuania (författare)
- Iranmanesh, MohammadLa Trobe Business School, La Trobe University, Melbourne, Victoria, Australia (författare)
- Industrial Engineering Department, Faculty of Engineering, Semnan University, IranInstitutionen för ingenjörsvetenskap (creator_code:org_t)
Sammanhörande titlar
- Ingår i:IEEE Access: IEEE2169-3536
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