INTERNAL BENCHMARKING METHODOLOGY AND ITS IMPLEMENTATION ON APPAREL RETAIL INDUSTRY

Year 2015, Volume: 25 Issue: 4, 352 - 358, 01.12.2015

Canan Sarıcam Fatma Kalaoglu Aslı Aksoy

Abstract

In this study, a methodology for an internal benchmarking process was proposed for apparel retailer companies with the subaims of the identification of customers’ requirements and the determination of working procedures related with them. To this aim, in the methodology of customer satisfaction and process benchmarking, Quality Function Deployment (QFD) and Analytical Hierarchy Process (AHP) were used in combination with some minor modifications within QFD. The proposed methodology was implemented on the two departments of an apparel retailer company

Keywords

Internal Benchmarking, Customer Satisfaction Benchmarking, Process Benchmarking, Quality Function Deployment, Analytical Hierarchy Process, Apparel Retailer

İÇ KIYASLAMA METODOLOJİSİ VE HAZIR GİYİM PERAKENDE SEKTÖRÜNDE UYGULANMASI

Abstract

Bu çalışmada, iç kıyaslama çalışması için bir metodoloji önerilmiş, tüketicilerin hazır giyim perakendecilerinden beklentileri ortaya konmuş ve söz konusu beklentilerin hangi iş prosedürleri ile ilişkili olduğu belirlenmiştir. Bu amaçla müşteri memnuniyeti kıyaslaması ve proses kıyaslaması yapabilme özelliğine sahip olan önerilen metodolojide, Kalite Fonksiyon Yayılımı (KFY) ve Analitik Hiyerarşi Süreci (AHS) bir arada kullanılmakta ve KFY tekniğinde iç kıyaslamanın gerekliliklerine uygun olması için bazı değişiklikler önerilmiştir. Önerilen metodoloji bir hazır giyim perakende firmasının iki departmanına uygulanmıştır

Keywords

İç kıyaslama, Müşteri Memnuniyeti Kıyaslaması, Süreç Kıyaslaması, Kalite Fonksiyon Yayılımı, Analitik Hiyerarşi Süreci, Hazır giyim perakende

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