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Teneke Sac Üreten Bir Firmada Kalite Fonksiyon Göçerimi ile Müşteri Gereksinimlerinin Analizi

Year 2021, Volume: 18 Issue: 2, 1191 - 1203, 28.08.2021
https://doi.org/10.33437/ksusbd.533450

Abstract

İşletmelerin
müşteri isteklerini önceden belirlemeleri ve müşterilerine çıkan sonuçlar
doğrultusunda hizmet sunmaları büyük önem taşımaktadır. KFG, müşteriye dayalı
kalite yönetimi, müşteri isteklerinin algılanması ve bu hizmeti sunmayı
gerçekleştirmek amacıyla kullanılabilecek en uygun yöntemlerden birisidir. Bu
nedenle, bu çalışmada teneke sac üretimi yapan bir firmada, müşteri isteklerini
karşılamak, müşteri memnuniyetini arttırmak ve bu firmanın piyasadaki rekabet
gücünü arttırmak amacıyla KFG tekniği uygulanmıştır. Yapılan analizler
sonucunda, KFG metodu kullanılarak yapılan iyileştirmeler ile elde edilen
memnuniyet artışının yüksek düzeyde tatmin edici olduğu görülmektedir. Çalışma
sonucunda, müşterilerden etkin bilgi almayı sağlayacak anlaşılır ve kolay
uygulanabilir bir uygulama oluşturmanın, müşteri isteklerinin işletmeye
taşınmasını kolaylaştıracağı yönünde ortak görüş birliğine varılmıştır. Çalışmanın daha az nitelikli bir
firmada gerçekleştirilmesi durumunda elde edilecek iyileştirme oranlarının çok
daha yüksek olması beklenebilir.

References

  • Avikal, Shewetank-Singh, Rohlt- Rashmi, Rashmi (2018), “QFD and Fuzzy Kano model based approach for classification of aesthetic attributes of SUV car profile”, Journal of Intelligent Manufacturing, https://doi.org/10.1007/s10845-018-1444-5.Behestina, Mohammad A. ve Azad, Mohsen F. (2017), “A fuzzy QFD approach using SERVQUAL and Kano models under budget constraint for hotel services”, Total Quality Management and Business Excellence, https://doi.org/10.1080/14783363.2017.1340830Çetinkaya, Cihan-Kenger, Ömer N.-Kenger Diri, Zülal-Özceylan, Eren (2019), “Quality Function Deployment Implementation on Educational Curriculum of Industrial Engineering in University of Gaziantep”, In: Calisir F., Cevikcan E., Camgoz Akdag H. (eds) Industrial Engineering in the Big Data Era. Lecture Notes in Management and Industrial Engineering. Springer, Cham, ss.67-78.Demirbağ, Şeyma ve Çavdar, Ertuğrul (2016), “Üniversite Öğrencilerinin Akıllı Telefonlar İle İlgili Gereksinimlerinin Kano Modeli ile Analizi”, Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, Vol.6 No:1, ss.17-44.Erbaş, Emre (2016), “Düşünce Tarzlarına Dayalı Kalite Fonksiyon Göçerimi Aracılığıyla Hizmet İşletmelerine Yönelik Bir İş Değerleme Uygulaması”, İşletme Araştırmaları Dergisi, Vol.8 No:1, ss.37-55.Huang, Sheng T. ve Yoshida, Shigeru (2013), “Analysis of Key Factors for Formation of Strategic Alliances in Linear Shipping Company: Service Quality Perspective on Asia/Europe Route after Global Economic Crisis”, World Academy of Science, Engineering and Technology Inter-national Journal of Economics and Management Engineering, Vol.7 No:6, ss.1414-1418.Jambrak, Rezek A.-Simunek, Marina-Grbes, Franjo-Mandura, Ana-Djekic, Ilija (2018), “Analysis of apple beverages treated with high‐power ultrasound: a quality function deployment approach” Journal of the Science of Food and Agriculture, Vol.98 No:6, ss.2258-2266.Kang , Xinhui - Yang, Minggang- Wu , Yixiang – Ni, Bingqing (2018), “Integrating Evaluation Grid Method and Fuzzy Quality Function Deployment to New Product Development”, Mathematical Problems in Engineering, https://doi.org/10.1155/2018/2451470.Keçek, Gülnur ve Akıncı, Ömer C. (2016), “Quality Function Deployment and an Application in an Insurance Company” International Journal of Academic Research in Business and Social Sciences, Vol.6 No:4, ss.111-135.Kelesbayev, Dinmukhamed-Kalykulov, Kuatbek-Yertayev, Yermek- Turlybekova, Altynay- Kamalov, Akhmet (2016),” A Case Study for using the Quality Function Deployment Method as a Quality Improvement Tool in the Universities”, International Review of Management and Marketing, Vol.6 No:3, ss.569-576.Kowalska, Malgorzata- Pazdzior, Magdalena- Maziopa, Anna K. (2018), “Implementation of QFD method in quality analysis of confectionery products”, Journal of IntelligentManufacturing, Vol.29, ss.439–447.Mohanty, Pragyan P. ve Mahaptra, Siba S. (2013), “Design of office chair: A Quality Function Deployment approach”, Advanced Materials Manufacturing and Characterization, Vol.3 No:1, ss.131-136.Militaru, Cezar-Burghelea, Cristina-Stefan-Daniel L.-Zanfir, Adriana (2014), “QFD- A modern method of products development in the textile and clothing industry”, International Journal of Academic Research in Accounting, Finance and Management Sciences, Vol.4 No:3, ss.89-96.Oke, Sunday Ayoola (Der.) (2013), “Manufacturing Quality Function Deployment: Literature Review and Future Trends”, Engineering Journal, Vol.17 No:3, ss.79-103.Savaş, Halil ve Ay, Mevhibe (2005), “Üniversite Kütüphanesi Tasarımında Kalite Fonksiyon Göçerimi Uygulaması”, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Vol.7 No:3, ss.80-98.Shrivastava, Praveen ve Verma, Devendra S. (2014), “Application of Quality Function Deployment To Improve Customer Satisfaction In Hotel Industry” International Journal of Scientific and Engineering Research, Vol.5 No:6, ss.957-962.Sever Moğol, Mune (2018), "Improving check-in (C/I) process: an application of the quality function deployment", International Journal of Quality & Reliability Management, Vol. 35 No: 9, ss.1907-1919.Zaim, Selim-Sevkli, Mehmet-Camgöz-Akdağ, Hatice-Demirel, Ömer F.- Yayla, Yesim A.-Delen, Dursun (2014), “Use of ANP weighted crisp and fuzzy QFD for product development”, Expert Systems with Applications, Vol.41 No:9, ss.4464-4474.Zhang, Fanglan-Yang, Minglang-Liu, Weidong (2014), “Using integrated Quality Function Deployment and theory of innovation problem solving approach for ergonomic product design”, Computers and Industrial Engineering, Vol.76, ss.60-74.
Year 2021, Volume: 18 Issue: 2, 1191 - 1203, 28.08.2021
https://doi.org/10.33437/ksusbd.533450

Abstract

References

  • Avikal, Shewetank-Singh, Rohlt- Rashmi, Rashmi (2018), “QFD and Fuzzy Kano model based approach for classification of aesthetic attributes of SUV car profile”, Journal of Intelligent Manufacturing, https://doi.org/10.1007/s10845-018-1444-5.Behestina, Mohammad A. ve Azad, Mohsen F. (2017), “A fuzzy QFD approach using SERVQUAL and Kano models under budget constraint for hotel services”, Total Quality Management and Business Excellence, https://doi.org/10.1080/14783363.2017.1340830Çetinkaya, Cihan-Kenger, Ömer N.-Kenger Diri, Zülal-Özceylan, Eren (2019), “Quality Function Deployment Implementation on Educational Curriculum of Industrial Engineering in University of Gaziantep”, In: Calisir F., Cevikcan E., Camgoz Akdag H. (eds) Industrial Engineering in the Big Data Era. Lecture Notes in Management and Industrial Engineering. Springer, Cham, ss.67-78.Demirbağ, Şeyma ve Çavdar, Ertuğrul (2016), “Üniversite Öğrencilerinin Akıllı Telefonlar İle İlgili Gereksinimlerinin Kano Modeli ile Analizi”, Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, Vol.6 No:1, ss.17-44.Erbaş, Emre (2016), “Düşünce Tarzlarına Dayalı Kalite Fonksiyon Göçerimi Aracılığıyla Hizmet İşletmelerine Yönelik Bir İş Değerleme Uygulaması”, İşletme Araştırmaları Dergisi, Vol.8 No:1, ss.37-55.Huang, Sheng T. ve Yoshida, Shigeru (2013), “Analysis of Key Factors for Formation of Strategic Alliances in Linear Shipping Company: Service Quality Perspective on Asia/Europe Route after Global Economic Crisis”, World Academy of Science, Engineering and Technology Inter-national Journal of Economics and Management Engineering, Vol.7 No:6, ss.1414-1418.Jambrak, Rezek A.-Simunek, Marina-Grbes, Franjo-Mandura, Ana-Djekic, Ilija (2018), “Analysis of apple beverages treated with high‐power ultrasound: a quality function deployment approach” Journal of the Science of Food and Agriculture, Vol.98 No:6, ss.2258-2266.Kang , Xinhui - Yang, Minggang- Wu , Yixiang – Ni, Bingqing (2018), “Integrating Evaluation Grid Method and Fuzzy Quality Function Deployment to New Product Development”, Mathematical Problems in Engineering, https://doi.org/10.1155/2018/2451470.Keçek, Gülnur ve Akıncı, Ömer C. (2016), “Quality Function Deployment and an Application in an Insurance Company” International Journal of Academic Research in Business and Social Sciences, Vol.6 No:4, ss.111-135.Kelesbayev, Dinmukhamed-Kalykulov, Kuatbek-Yertayev, Yermek- Turlybekova, Altynay- Kamalov, Akhmet (2016),” A Case Study for using the Quality Function Deployment Method as a Quality Improvement Tool in the Universities”, International Review of Management and Marketing, Vol.6 No:3, ss.569-576.Kowalska, Malgorzata- Pazdzior, Magdalena- Maziopa, Anna K. (2018), “Implementation of QFD method in quality analysis of confectionery products”, Journal of IntelligentManufacturing, Vol.29, ss.439–447.Mohanty, Pragyan P. ve Mahaptra, Siba S. (2013), “Design of office chair: A Quality Function Deployment approach”, Advanced Materials Manufacturing and Characterization, Vol.3 No:1, ss.131-136.Militaru, Cezar-Burghelea, Cristina-Stefan-Daniel L.-Zanfir, Adriana (2014), “QFD- A modern method of products development in the textile and clothing industry”, International Journal of Academic Research in Accounting, Finance and Management Sciences, Vol.4 No:3, ss.89-96.Oke, Sunday Ayoola (Der.) (2013), “Manufacturing Quality Function Deployment: Literature Review and Future Trends”, Engineering Journal, Vol.17 No:3, ss.79-103.Savaş, Halil ve Ay, Mevhibe (2005), “Üniversite Kütüphanesi Tasarımında Kalite Fonksiyon Göçerimi Uygulaması”, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Vol.7 No:3, ss.80-98.Shrivastava, Praveen ve Verma, Devendra S. (2014), “Application of Quality Function Deployment To Improve Customer Satisfaction In Hotel Industry” International Journal of Scientific and Engineering Research, Vol.5 No:6, ss.957-962.Sever Moğol, Mune (2018), "Improving check-in (C/I) process: an application of the quality function deployment", International Journal of Quality & Reliability Management, Vol. 35 No: 9, ss.1907-1919.Zaim, Selim-Sevkli, Mehmet-Camgöz-Akdağ, Hatice-Demirel, Ömer F.- Yayla, Yesim A.-Delen, Dursun (2014), “Use of ANP weighted crisp and fuzzy QFD for product development”, Expert Systems with Applications, Vol.41 No:9, ss.4464-4474.Zhang, Fanglan-Yang, Minglang-Liu, Weidong (2014), “Using integrated Quality Function Deployment and theory of innovation problem solving approach for ergonomic product design”, Computers and Industrial Engineering, Vol.76, ss.60-74.
There are 1 citations in total.

Details

Primary Language Turkish
Journal Section Araştırma Makaleleri
Authors

Zülal Diri Kenger This is me 0000-0002-0114-8870

Zeynep Doğan This is me 0000-0003-4073-1222

Eren Özceylan 0000-0002-5213-6335

Publication Date August 28, 2021
Published in Issue Year 2021 Volume: 18 Issue: 2

Cite

APA Diri Kenger, Z., Doğan, Z., & Özceylan, E. (2021). Teneke Sac Üreten Bir Firmada Kalite Fonksiyon Göçerimi ile Müşteri Gereksinimlerinin Analizi. Kahramanmaraş Sütçü İmam Üniversitesi Sosyal Bilimler Dergisi, 18(2), 1191-1203. https://doi.org/10.33437/ksusbd.533450

KSÜ Sosyal Bilimler Dergisi ULAKBİM-TR Dizin tarafından dizinlenen hakemli ve bilimsel bir dergidir.