QUALITY FUNCTION DEPLOYMENT METHOD

Öz

Tourism competitive conditions nowadays, have made it necessary for businesses to respond for customer demands as quickly as possible. In this case, it becomes important for tourism businesses to translate customer demands into business voice. Quality Function Deployment (QFD) is a technique used for product/service design for customer satisfaction, which enables a tourism business to use all its capabilities for current product/service design in the most effective way in line with customer demands. Quality Function Deployment refers to the development of quality functions that transform customer demands into design goals for tourism businesses and ensure that this understanding is used at every stage of team process. It also includes a coordinated team process that enables the creation of characteristic solution methods by dividing each stage of the product/service development process into sections. Since this method, which can be adapted to many types of businesses, can turn customer demands into business voice, its use in the tourism industry has gained importance in recent years.

Anahtar Kelimeler

• Quality function deployment
• Social sciences
• Tourism
• Product
• Service

KALİTE FONKSİYON GÖÇERİMİ METODU

Öz

Günümüzdeki rekabet koşulları, turizm işletmelerinin müşteri taleplerine olabildiğince hızlı yanıt vermelerini zorunlu hale getirmektedir. Bu durumda turizm işletmelerinin, müşteri taleplerini işletme sesine çevirmeleri konusu önem kazanmaktadır. Kalite Fonksiyon Göçerimi (KFG), müşteri talepleri doğrultusunda bir turizm işletmesinin mevcut ürün/hizmet tasarımına yönelik tüm yeterliliklerini en etkin biçimde kullanmasını sağlayan ve müşteri tatminine yönelik ürün/hizmet tasarımı için kullanılan bir tekniktir. Kalite Fonksiyon Göçerimi turizm işletmeleri için müşteri taleplerini tasarım hedeflerine dönüştürüp, bu anlayışın sürecin her aşamasında kullanılmasını sağlayan, kalite fonksiyonlarının geliştirilmesini ifade etmektedir. Aynı zamanda ürün/hizmet geliştirme sürecinin her aşamasını bölümlere ayırarak karakteristik çözüm yöntemleri oluşturulmasına olanak sağlayan eşgüdümlü bir takım sürecini içerir. Birçok işletme türüne uyarlanabilen bu metodun müşteri taleplerini işletme sesine çevirebilmesi nedeniyle, son yıllarda turizm endüstrisinde de kullanımı önem kazanmaktadır.

Anahtar Kelimeler

• Kalite Fonksiyon Göçerimi
• Sosyal bilimler
• Turizm
• Ürün
• Hizmet

Kaynakça

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