Araştırma Makalesi
BibTex RIS Kaynak Göster
Yıl 2022, Cilt: 6 Sayı: 1, 1028 - 1041, 30.06.2022

Öz

Kaynakça

  • Adiandari, A., Winata, H., Fitriandari, M., & Hariguna, T. (2020). Improving the quality of Internet banking services: An implementation of the quality function deployment (QFD) concept. Management Science Letters, 10(5), 1121-1128. doi: https://doi.org/ 10.5267/j.msl.2019.10.029
  • Awasthi, A., Sayyadi, R., & Khabbazian, A. (2018). A combined approach integrating gap analysis, QFD and AHP for improving logistics service quality. International Journal of Logistics Systems and Management, 29(2), 190. doi: https://doi.org/10.1504/ijlsm.2018.089171
  • Chen, S. H. (2016). Determining the service demands of an aging population by integrating QFD and FMEA method. Quality & Quantity, 50(1), 283-298. doi: https://doi.org/10.1007/s11135-014-0148-y
  • Chuang, P. T. (2002). A QFD approach for distribution’s location model. International Journal of Quality & Reliability Management, 19(8/9), 1037-1054. doi: https://doi.org/10.1108/02656710210438113 Chowdhury, M. M. H., & Quaddus, M. A. (2016). A multi-phased QFD based optimization approach to sustainable service design. International Journal of Production Economics, 171, 165-178. doi: https://doi.org/10.1016/j.ijpe.2015.09.023 Cohen, L. (1995). Quality function deployment: how to make QFD work for you. Prentice Hall.
  • Çakılcı, C. & Öztürkoğlu, Y. (2020).Analysis of sustainable E-logistics activities with analytic hierarchy process. Journal of Business Research-Turk, 12(1), 489-497. doi: https://doi.org/10.20491/isarder.2020.857.
  • Dehe, B., & Bamford, D. (2017). Quality Function Deployment and operational design decisions–a healthcare infrastructure development case study. Production Planning & Control, 28(14), 1177-1192. doi: https://doi.org/10.1080/09537287.2017.1350767
  • Dewa, P. K., Pujawan, I. N., & Vanany, I. (2017). Human errors in warehouse operations: an improvement model. International Journal of Logistics Systems and Management, 27(3), 298-317.
  • Ekinci, E., Çayır, B., Arifoğlu, B., & Öztürkoğlu, Y. (2021). An Overview of Agri-food Supply Chains in the Covid-19 Pandemic Period. Journal of Turkish Operations Management, 5(1), 630-640.
  • Furqon, C., Sultan, M. A., & Putri, S. I. (2019, May). Quality Function Deployment Analysis on Transportation Services. In 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018). Atlantis Press.
  • Hasibuan, A., Parinduri, L., Sulaiman, O. K., Suleman, A. R., Harahap, A. K. Z., Hasibuan, M., ... & Daengs, G. A. (2019, November). Service Quality Improvement by Using the Quality Function Deployment (QFD) Method at the Government General Hospital. In Journal of Physics: Conference Series, 1363(1), 012095). IOP Publishing.
  • Ho, W., He, T., Lee, C. K. M., & Emrouznejad, A. (2012). Strategic logistics outsourcing: An integrated QFD and fuzzy AHP approach. Expert Systems with Applications, 39(12), 10841–10850. doi: https://doi.org/10.1016/j.eswa.2012.03.009
  • Huang, S.-H. S., & Hsu, W.-K. K. (2016). An assessment of service quality for international distribution centers in Taiwan – a QFD approach with fuzzy AHP. Maritime Policy & Management, 43(4), 509–523. doi: https://doi.org/10.1080/03088839.2015.1134829
  • Jahanzaib, M., Idrees, M., Wasim, A., Hussain, S., & Aziz, H. (2016). A framework for implementing quality function deployment for utility services. Journal of Business and Management, 18(4), 92-99. doi: https://doi.org/10.9790/487X-1804029299
  • Jain, V., & Khan, S. A. (2016). Reverse logistics service provider selection: A TOPSIS-QFD approach. 2016 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM). doi: https://doi.org/10.1109/ieem.2016.7797987
  • Karaoglu, P., Mert, T., Kork, M. B., Türkmen, F. B., Özkan-Özen, Y. D., & Öztürkoğlu, Y. (2020, September). Improving the Operations in a Logistics Company: A Case Study in Turkey. In The International Symposium for Production Research (pp. 876-887). Springer, Cham.
  • Khairunnisa, N., Munandar, J. M., & Najib, M. (2018). Customer Satisfaction and Loyalty on Customer Delivered Value of Postal and Shipping Service. International Journal of Research and Review, 5(11), 15-27.
  • Kuo, C. M., Chen, H. T., & Boger, E. (2016). Implementing city hotel service quality enhancements: Integration of Kano and QFD analytical models. Journal of Hospitality Marketing & Management, 25(6), 748-770. doi: https://doi.org/10.1080/19368623.2016.1096225
  • Kurtulmuşoğlu, F. B., Pakdil, F., & Atalay, K. D. (2016). Quality improvement strategies of highway bus service based on a fuzzy quality function deployment approach. Transportmetrica A: Transport Science, 12(2), 175202. doi: https://doi.org/10.1080/23249935.2015.1117535
  • Lam, J. S. L., & Dai, J. (2015). Environmental sustainability of logistics service provider: an ANP-QFD approach. The International Journal of Logistics Management, 26(2), 313-333. doi: https://doi.org/10.1108/IJLM-08-2013-0088
  • Lee, T. R., & Lin, J. H. (2006). Utilizing quality function deployment to select customer voice-based quality improvement technique for 3PL companies. International Journal of Enterprise Network Management, 1(2), 179. doi: https://doi.org/10.1504/ijenm.2006.011703
  • Lee, C. K. M., Ru, C. T. Y., Yeung, C. L., Choy, K. L., & Ip, W. H. (2015). Analyze the healthcare service requirement using fuzzy QFD. Computers in Industry, 74, 1-15. doi: https://doi.org/10.1016/j.compind.2015.08.005
  • Maalej, S., Halouani, N., & Chabchoub, H. (2018). A linguistic reliable quality function deployment method for the healthcare sector. International Journal of Multicriteria Decision Making, 7(3-4), 276-297.
  • Murugesan, V.S., Sequeira, A. H., Jauhar, S. K., & Kumar, V. (2020). Sustainable postal service design: integrating quality function deployment from the customer’s perspective. International Journal of System Assurance Engineering and Management, 11(2), 494-505. doi: https://doi.org/10.1007/s13198-019-00906-6
  • Nikfalazar, S. (2016). Statistical process control application on service quality using SERVQUAL and QFD with a case study in trains’ services. Total Quality Management Journal, 28(2), 195-215. doi: https://doi.org/10.1108/TQM-02-2014-0026
  • Novokreshchenova, N. A., Novokreshchenova, O. A., & Terehin, S. E. (2016). Improving bank’s customer service on the basis of quality management tools. European Research Studies, 19(3), 19-38.
  • Pakdil, F., & Kurtulmuşoğlu, F. B. (2014). Improving service quality in highway passenger transportation: a case study using quality function deployment. EJTIR, 2014(4), 375-393.
  • Perçin, S., & Min, H. (2013). A hybrid quality function deployment and fuzzy decision-making methodology for the optimal selection of third-party logistics service providers. International Journal of Logistics Research and Applications, 16(5), 380–397. doi: https://doi.org/10.1080/13675567.2013.815696
  • Rajesh, R., Pugazhendhi, S., Ganesh, K., & Muralidharan, C. (2011). AQUA: Analytical model for evaluation and selection of Third-Party Logistics service provider in supply chain. International Journal of Services and Operations Management, 8(1), 27. doi: https://doi.org/10.1504/ijsom.2011.037439
  • Sharma, S. K., & Kumar, V. (2015). Optimal selection of third-party logistics service providers using quality function deployment and Taguchi loss function. Benchmarking: An International Journal, 22(7), 674-690. doi: https://doi.org/10.1108/BIJ-02-2014-0016
  • Ulkuniemi, P., Pekkarinen, S., & Lin, Y. (2011). QFD‐based modular logistics service design. Journal of Business & Industrial Marketing, 26(5), 344-356. doi: https://doi.org/10.1108/08858621111144406
  • Uztürk, D., & Büyüközkan, G. (2016, December). A QFD approach for sustainable warehouse design. In XIV. International Logistics and Supply Chain Congress (pp. 257-265).
  • Wang, Y. H., Lee, C. H., & Trappey, A. J. (2017). Service design blueprint approach incorporating TRIZ and service QFD for a meal ordering system: A case study. Computers & Industrial Engineering, 107, 388-400. doi: https://doi.org/10.1016/j.cie.2017.01.013
  • Wu, W. Y., Qomariyah, A., Sa, N. T. T., & Liao, Y. (2018). The integration between service value and service recovery in the hospitality industry: an application of QFD and ANP. International Journal of Hospitality Management, 75, 48-57. doi: https://doi.org/10.1016/j.ijhm.2018.03.010
  • Yang, S., Liu, J., Wang, K., & Miao, Y. (2016). An Uncertain QFD Approach for the Strategic Management of Logistics Services. Mathematical Problems in Engineering, 1–10. doi: https://doi.org/10.1155/2016/1486189
  • Yang, Q., Chin, K.-S., & Li, Y.-L. (2018). A quality function deployment-based framework for the risk management of hazardous material transportation process. Journal of Loss Prevention in the Process Industries, 52, 81–92. doi: https://doi.org/10.1016/j.jlp.2018.02.001
  • Yazdani, M., Zarate, P., Coulibaly, A., & Zavadskas, E. K. (2017). A group decision making support system in logistics and supply chain management. Expert Systems with Applications, 88, 376–392. doi: https://doi.org/10.1016/j.eswa.2017.07.014
  • Yothinsirikul, W., & Thawesaengkulthai, N. (2017). Application of quality function deployment and servqual for design service innovation. In Proceeding 7th International Seminar on Industrial Engineering and Management.
  • Zawati, O. A. L., & Dweiri, F. (2016, December). Application of Quality Function Deployment to improve smart services applications, Dubai public entity as a case study. In 2016 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM) (pp. 881-885). IEEE.

Quality function deployment implementation on service sector

Yıl 2022, Cilt: 6 Sayı: 1, 1028 - 1041, 30.06.2022

Öz

In order to survive in the face of increasing competition, businesses need to plan and design the products they produce or the services they offer in a way that will meet the demands, needs and expectations of their customers. Quality Function Deployment (QFD) is a method that helps companies get to know their customers and respond to their needs and expectations as soon as possible. The basis of the method is to listen to the voice of the customers. The aim of this study is to reveal how QFD is applied in the retail industry. For this reason, one of the leading companies in the retail sector, the QFD process was tried to be applied and thus the validity of the QFD process in the selected business was examined. In line with the results, contributions were made to both the literature and the executive level.

Kaynakça

  • Adiandari, A., Winata, H., Fitriandari, M., & Hariguna, T. (2020). Improving the quality of Internet banking services: An implementation of the quality function deployment (QFD) concept. Management Science Letters, 10(5), 1121-1128. doi: https://doi.org/ 10.5267/j.msl.2019.10.029
  • Awasthi, A., Sayyadi, R., & Khabbazian, A. (2018). A combined approach integrating gap analysis, QFD and AHP for improving logistics service quality. International Journal of Logistics Systems and Management, 29(2), 190. doi: https://doi.org/10.1504/ijlsm.2018.089171
  • Chen, S. H. (2016). Determining the service demands of an aging population by integrating QFD and FMEA method. Quality & Quantity, 50(1), 283-298. doi: https://doi.org/10.1007/s11135-014-0148-y
  • Chuang, P. T. (2002). A QFD approach for distribution’s location model. International Journal of Quality & Reliability Management, 19(8/9), 1037-1054. doi: https://doi.org/10.1108/02656710210438113 Chowdhury, M. M. H., & Quaddus, M. A. (2016). A multi-phased QFD based optimization approach to sustainable service design. International Journal of Production Economics, 171, 165-178. doi: https://doi.org/10.1016/j.ijpe.2015.09.023 Cohen, L. (1995). Quality function deployment: how to make QFD work for you. Prentice Hall.
  • Çakılcı, C. & Öztürkoğlu, Y. (2020).Analysis of sustainable E-logistics activities with analytic hierarchy process. Journal of Business Research-Turk, 12(1), 489-497. doi: https://doi.org/10.20491/isarder.2020.857.
  • Dehe, B., & Bamford, D. (2017). Quality Function Deployment and operational design decisions–a healthcare infrastructure development case study. Production Planning & Control, 28(14), 1177-1192. doi: https://doi.org/10.1080/09537287.2017.1350767
  • Dewa, P. K., Pujawan, I. N., & Vanany, I. (2017). Human errors in warehouse operations: an improvement model. International Journal of Logistics Systems and Management, 27(3), 298-317.
  • Ekinci, E., Çayır, B., Arifoğlu, B., & Öztürkoğlu, Y. (2021). An Overview of Agri-food Supply Chains in the Covid-19 Pandemic Period. Journal of Turkish Operations Management, 5(1), 630-640.
  • Furqon, C., Sultan, M. A., & Putri, S. I. (2019, May). Quality Function Deployment Analysis on Transportation Services. In 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018). Atlantis Press.
  • Hasibuan, A., Parinduri, L., Sulaiman, O. K., Suleman, A. R., Harahap, A. K. Z., Hasibuan, M., ... & Daengs, G. A. (2019, November). Service Quality Improvement by Using the Quality Function Deployment (QFD) Method at the Government General Hospital. In Journal of Physics: Conference Series, 1363(1), 012095). IOP Publishing.
  • Ho, W., He, T., Lee, C. K. M., & Emrouznejad, A. (2012). Strategic logistics outsourcing: An integrated QFD and fuzzy AHP approach. Expert Systems with Applications, 39(12), 10841–10850. doi: https://doi.org/10.1016/j.eswa.2012.03.009
  • Huang, S.-H. S., & Hsu, W.-K. K. (2016). An assessment of service quality for international distribution centers in Taiwan – a QFD approach with fuzzy AHP. Maritime Policy & Management, 43(4), 509–523. doi: https://doi.org/10.1080/03088839.2015.1134829
  • Jahanzaib, M., Idrees, M., Wasim, A., Hussain, S., & Aziz, H. (2016). A framework for implementing quality function deployment for utility services. Journal of Business and Management, 18(4), 92-99. doi: https://doi.org/10.9790/487X-1804029299
  • Jain, V., & Khan, S. A. (2016). Reverse logistics service provider selection: A TOPSIS-QFD approach. 2016 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM). doi: https://doi.org/10.1109/ieem.2016.7797987
  • Karaoglu, P., Mert, T., Kork, M. B., Türkmen, F. B., Özkan-Özen, Y. D., & Öztürkoğlu, Y. (2020, September). Improving the Operations in a Logistics Company: A Case Study in Turkey. In The International Symposium for Production Research (pp. 876-887). Springer, Cham.
  • Khairunnisa, N., Munandar, J. M., & Najib, M. (2018). Customer Satisfaction and Loyalty on Customer Delivered Value of Postal and Shipping Service. International Journal of Research and Review, 5(11), 15-27.
  • Kuo, C. M., Chen, H. T., & Boger, E. (2016). Implementing city hotel service quality enhancements: Integration of Kano and QFD analytical models. Journal of Hospitality Marketing & Management, 25(6), 748-770. doi: https://doi.org/10.1080/19368623.2016.1096225
  • Kurtulmuşoğlu, F. B., Pakdil, F., & Atalay, K. D. (2016). Quality improvement strategies of highway bus service based on a fuzzy quality function deployment approach. Transportmetrica A: Transport Science, 12(2), 175202. doi: https://doi.org/10.1080/23249935.2015.1117535
  • Lam, J. S. L., & Dai, J. (2015). Environmental sustainability of logistics service provider: an ANP-QFD approach. The International Journal of Logistics Management, 26(2), 313-333. doi: https://doi.org/10.1108/IJLM-08-2013-0088
  • Lee, T. R., & Lin, J. H. (2006). Utilizing quality function deployment to select customer voice-based quality improvement technique for 3PL companies. International Journal of Enterprise Network Management, 1(2), 179. doi: https://doi.org/10.1504/ijenm.2006.011703
  • Lee, C. K. M., Ru, C. T. Y., Yeung, C. L., Choy, K. L., & Ip, W. H. (2015). Analyze the healthcare service requirement using fuzzy QFD. Computers in Industry, 74, 1-15. doi: https://doi.org/10.1016/j.compind.2015.08.005
  • Maalej, S., Halouani, N., & Chabchoub, H. (2018). A linguistic reliable quality function deployment method for the healthcare sector. International Journal of Multicriteria Decision Making, 7(3-4), 276-297.
  • Murugesan, V.S., Sequeira, A. H., Jauhar, S. K., & Kumar, V. (2020). Sustainable postal service design: integrating quality function deployment from the customer’s perspective. International Journal of System Assurance Engineering and Management, 11(2), 494-505. doi: https://doi.org/10.1007/s13198-019-00906-6
  • Nikfalazar, S. (2016). Statistical process control application on service quality using SERVQUAL and QFD with a case study in trains’ services. Total Quality Management Journal, 28(2), 195-215. doi: https://doi.org/10.1108/TQM-02-2014-0026
  • Novokreshchenova, N. A., Novokreshchenova, O. A., & Terehin, S. E. (2016). Improving bank’s customer service on the basis of quality management tools. European Research Studies, 19(3), 19-38.
  • Pakdil, F., & Kurtulmuşoğlu, F. B. (2014). Improving service quality in highway passenger transportation: a case study using quality function deployment. EJTIR, 2014(4), 375-393.
  • Perçin, S., & Min, H. (2013). A hybrid quality function deployment and fuzzy decision-making methodology for the optimal selection of third-party logistics service providers. International Journal of Logistics Research and Applications, 16(5), 380–397. doi: https://doi.org/10.1080/13675567.2013.815696
  • Rajesh, R., Pugazhendhi, S., Ganesh, K., & Muralidharan, C. (2011). AQUA: Analytical model for evaluation and selection of Third-Party Logistics service provider in supply chain. International Journal of Services and Operations Management, 8(1), 27. doi: https://doi.org/10.1504/ijsom.2011.037439
  • Sharma, S. K., & Kumar, V. (2015). Optimal selection of third-party logistics service providers using quality function deployment and Taguchi loss function. Benchmarking: An International Journal, 22(7), 674-690. doi: https://doi.org/10.1108/BIJ-02-2014-0016
  • Ulkuniemi, P., Pekkarinen, S., & Lin, Y. (2011). QFD‐based modular logistics service design. Journal of Business & Industrial Marketing, 26(5), 344-356. doi: https://doi.org/10.1108/08858621111144406
  • Uztürk, D., & Büyüközkan, G. (2016, December). A QFD approach for sustainable warehouse design. In XIV. International Logistics and Supply Chain Congress (pp. 257-265).
  • Wang, Y. H., Lee, C. H., & Trappey, A. J. (2017). Service design blueprint approach incorporating TRIZ and service QFD for a meal ordering system: A case study. Computers & Industrial Engineering, 107, 388-400. doi: https://doi.org/10.1016/j.cie.2017.01.013
  • Wu, W. Y., Qomariyah, A., Sa, N. T. T., & Liao, Y. (2018). The integration between service value and service recovery in the hospitality industry: an application of QFD and ANP. International Journal of Hospitality Management, 75, 48-57. doi: https://doi.org/10.1016/j.ijhm.2018.03.010
  • Yang, S., Liu, J., Wang, K., & Miao, Y. (2016). An Uncertain QFD Approach for the Strategic Management of Logistics Services. Mathematical Problems in Engineering, 1–10. doi: https://doi.org/10.1155/2016/1486189
  • Yang, Q., Chin, K.-S., & Li, Y.-L. (2018). A quality function deployment-based framework for the risk management of hazardous material transportation process. Journal of Loss Prevention in the Process Industries, 52, 81–92. doi: https://doi.org/10.1016/j.jlp.2018.02.001
  • Yazdani, M., Zarate, P., Coulibaly, A., & Zavadskas, E. K. (2017). A group decision making support system in logistics and supply chain management. Expert Systems with Applications, 88, 376–392. doi: https://doi.org/10.1016/j.eswa.2017.07.014
  • Yothinsirikul, W., & Thawesaengkulthai, N. (2017). Application of quality function deployment and servqual for design service innovation. In Proceeding 7th International Seminar on Industrial Engineering and Management.
  • Zawati, O. A. L., & Dweiri, F. (2016, December). Application of Quality Function Deployment to improve smart services applications, Dubai public entity as a case study. In 2016 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM) (pp. 881-885). IEEE.
Toplam 38 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Endüstri Mühendisliği
Bölüm Araştırma Makalesi
Yazarlar

Gamze Unsal Bu kişi benim

Yücel Öztürkoğlu 0000-0002-9569-8178

Yayımlanma Tarihi 30 Haziran 2022
Gönderilme Tarihi 20 Ekim 2021
Kabul Tarihi 20 Kasım 2021
Yayımlandığı Sayı Yıl 2022 Cilt: 6 Sayı: 1

Kaynak Göster

APA Unsal, G., & Öztürkoğlu, Y. (2022). Quality function deployment implementation on service sector. Journal of Turkish Operations Management, 6(1), 1028-1041.
AMA Unsal G, Öztürkoğlu Y. Quality function deployment implementation on service sector. JTOM. Haziran 2022;6(1):1028-1041.
Chicago Unsal, Gamze, ve Yücel Öztürkoğlu. “Quality Function Deployment Implementation on Service Sector”. Journal of Turkish Operations Management 6, sy. 1 (Haziran 2022): 1028-41.
EndNote Unsal G, Öztürkoğlu Y (01 Haziran 2022) Quality function deployment implementation on service sector. Journal of Turkish Operations Management 6 1 1028–1041.
IEEE G. Unsal ve Y. Öztürkoğlu, “Quality function deployment implementation on service sector”, JTOM, c. 6, sy. 1, ss. 1028–1041, 2022.
ISNAD Unsal, Gamze - Öztürkoğlu, Yücel. “Quality Function Deployment Implementation on Service Sector”. Journal of Turkish Operations Management 6/1 (Haziran 2022), 1028-1041.
JAMA Unsal G, Öztürkoğlu Y. Quality function deployment implementation on service sector. JTOM. 2022;6:1028–1041.
MLA Unsal, Gamze ve Yücel Öztürkoğlu. “Quality Function Deployment Implementation on Service Sector”. Journal of Turkish Operations Management, c. 6, sy. 1, 2022, ss. 1028-41.
Vancouver Unsal G, Öztürkoğlu Y. Quality function deployment implementation on service sector. JTOM. 2022;6(1):1028-41.

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