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    Relationship between technical descriptors

    Download scientific diagram | Relationship between technical descriptors   from publication: A QFD strategy for improving customer satisfaction: case study of telecom companies of Pakistan | Purpose The purpose of this paper is to argue that the quality function deployment (QFD) matrix that has been successfully used for developing products from customer needs can also be applied to improve the service quality of telecommunication... | Qfd, Telecoms and Telecommunications | ResearchGate, the professional network for scientists.

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    Relationship between technical descriptors  

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    A QFD strategy for improving customer satisfaction: case study of telecom companies of Pakistan

    Article Full-text available Nov 2011 Matloub Hussain Loukas Tsironis Mian M. Ajmal

    Purpose The purpose of this paper is to argue that the quality function deployment (QFD) matrix that has been successfully used for developing products from customer needs can also be applied to improve the service quality of telecommunication companies. Design/methodology/approach The paper presents a case study of the two big telecom companies (...

    Contexts in source publication

    Context 1

    ... roof of the quality house shows the relationship among technical descriptors as shown in Figure 3. ...

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    Context 2

    ... can be seen from Figure 3 that numbers of towers have got strong positive correlation with number of boosters, antenna and area coverage. ...

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    Citations

    ... The theory of constraints and QFD is used with the Delphi method, in order to improve the quality of higher education in Pakistan and raise it to international standards (Qureshi et al., 2014). QFD strategy is also used to improve the customer satisfaction levels in telecom companies of Pakistan (Hussain et al., 2011). Similarly, QFD also finds extensive application in modern technological design and development research. ...

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    The rising level of carbon emissions has plunged the world into global warming. These emissions originate from different sectors however, one of the major contributions comes from the transportation sector. In order to tackle this problem, greener modes of transportation like Electric Vehicles (EV) are introduced as an alternative option. Currently, different types of EVs are available in the market, with Hybrid Electric Vehicles (HEV) being the most popular type of EV in developing countries. Nevertheless, a lot of customers are still preferring Conventional Vehicles (CV) over EVs, which is inevitably damaging the market share of EVs and creating problems in their wider acceptance. Thus, the aim of this study is to solve two problems. First, to identify the factors which make CVs more appealing to the customers. Secondly, how these shortcomings can be overcome for HEVs. For this purpose, the relationship of different parameters with CVs is evaluated using the multiple regression method, which is then incorporated into the Fuzzy Quality Function Deployment (FQFD) model to find the best solution for adding those parameters to HEVs. The analysis resulted in the identification of affordability, reliability, variety and fuel consumption as the key contributors that made CVs, a more attractive option to the customers. Furthermore, local manufacturing was identified as the best solution for improving the quality of HEVs and make them market competitive in developing countries. The practical applications of this research, along with the contextual analysis of the developing countries are the principal novelties of the study.

    ... In addition, several studies posited analytical hierarchical process (AHP) as one of the best multi-criteria decision-making (MCDM) tool for analyzing service quality (Kumar 2004;Wei et al. 2005;Weist 2009;Chang 2012;Chen and Hsieh 2012;Zheng et al. 2012;Zekri et al. 2012). Several researchers studying consumer behavior in either mobile or broadband services have examined the effects of service quality factors on customers and organizational image (Kuusik and Varblane 2009;Hussain et al. 2011;Kugyt_ e and Š liburyt_ e 2015). The center of attention of the past studies was either on mobile or broadband services only. ...

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    Tri-service model: a concept of service quality

    Article Full-text available Sep 2016 Indu Uprety Amit Chaudhary

    In this highly competitive and increasingly saturated market, the telecommunication industry can only gain profit by retaining their existing customers by providing high service quality. Using the Indian Public Sector Units (PSUs) as an example, this work aims at studying the major factors of service quality and assessing the customer’s perceived quality of three services (fixed-line, broadband, and mobile). A systematic hybrid multiple criteria decision-making method that combines the analytical hierarchical process technique and the fuzzy synthetic evaluation has been used to examine the service quality framework and evaluate the quality level of the three services used by the PSU customers. The interdependence relation shows that interaction quality, environment quality, provisioning quality, communication quality, value-added service quality, grievance handling quality, and tariff management are the seven major factors in terms of service quality. Grievance handling and interaction qualities and tariff management have become the hygiene factors with regard to customer satisfaction. The assessment of the quality level of three services used by the PSU customers in India suggested that poor service quality enhances the risk of customer migration. The results also indicate that strong interaction and grievance-handling strategies with better communication quality can retain the existing customers. The results presented are limited to the Indian society. It may be adapt to measure service quality of different telecom operators under cross-cultural environment. This research contributes to the literature in the following ways: firstly, it identifies the different quality factors for the telecom service providers in India to assess their service quality. In the next stage, this research examines the priorities of these factors, and in the last, it demonstrates the consumer’s perception of PSU service quality. The quality of service depends on the better interaction and timely solution of the grievances. The relative importance of the factors of telecom service quality has been investigated, and a site-plan for customer retention in the telecom industry has been provided to the managers. To the best of our knowledge, no researchers have tested the service quality of three telecom services on a single platform.

    स्रोत : www.researchgate.net

    MCQs of Designing for Quality (Quality Engineering

    No aside layout examples

    MCQs of 

    Showing 11 to 20 out of 45 Questions

    1 2 3 4 5

    11.

    Which tool is used to break down the complex customer needs into key customer needs in QFD approach?

    (a) Voice of customers (b) Affinity diagram (c) 5S (d) Poka Yoke

    12.

    What does the relationship matrix in the House of Quality represent?

    (a)

    Correlation between customer requirements and technical descriptors

    (b)

    Correlation between good and bad customers

    (c)

    Correlation between the organization’s profit and loss

    (d)

    Correlation between good and bad investors

    13.

    Which of the following is not an item included in the prioritized customer requirements in the House of Quality?

    (a)

    Customer importance rating

    (b)

    Customer benchmarking

    (c) Sales point (d)

    Technical benchmarking

    14.

    The interrelationship between technical descriptors in the House of Quality is given by _____.

    (a) Relationship matrix (b) Trade-off matrix (c) Customer matrix (d)

    Customer requirement matrix

    15.

    The technical descriptors are the ________.

    (a)

    Voice of the customer

    (b)

    Voice of the manager

    (c) Voice of the owner (d)

    Voice of the organization

    16.

    QFD has a complete focus on the ________.

    (a)

    Voice of the customer

    (b)

    Voice of the manager

    (c) Voice of the owner (d)

    Voice of the organization

    17.

    In which part of the House of Quality ‘product design characteristics’ can be located?

    (a)

    Customer requirements

    (b)

    Prioritized customer requirements

    (c)

    Technical descriptors

    (d)

    Prioritized technical descriptors

    18.

    In which part of the House of Quality "degree of technical difficulty" can be located?

    (a)

    Customer requirements

    (b)

    Prioritized customer requirements

    (c)

    Technical descriptors

    (d)

    Prioritized technical descriptors

    19.

    Which of the following is not an example of customer requirements in the "House of Quality"?

    (a) Reasonable cost (b) Corrosion-resistant (c) Durable (d) Sand casting

    20.

    Which of the following is not an example of a ‘technical descriptor’ in House of Quality?

    (a) Sand casting (b) Investment casting (c) Reasonable cost (d) Grinding

    Showing 11 to 20 out of 45 Questions

    1 2 3 4 5

    स्रोत : gtu-mcq.com

    QFD Basic Concepts Questions and Answers

    This set of Total Quality Management Multiple Choice Questions & Answers (MCQs) focuses on “Basic Concepts of QFD”. 1. The approach of QFD in product design leads to customer-driven products. a) True b) False 2. QFD has a complete focus on the ‘voice of the customer’? a) True b) False 3. Which of the following ... Read more

    Total Quality Management Questions and Answers – Basic Concepts of QFD

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    This set of Total Quality Management Multiple Choice Questions & Answers (MCQs) focuses on “Basic Concepts of QFD”.

    1. The approach of QFD in product design leads to customer-driven products.

    a) True b) False View Answer

    2. QFD has a complete focus on the ‘voice of the customer’?

    a) True b) False View Answer

    3. Which of the following is not a technique used to capture customer requirements for the QFD approach?

    a) Market surveys b) Customer surveys c) Cash receipt

    d) Customer complaints

    View Answer

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    4. Which tool is used to break down the complex customer needs into key customer needs in QFD approach?

    a) Voice of customers

    b) Affinity diagram c) Poka Yoke d) 5S View Answer

    5. HOQ refers to _________

    a) Headquarters b) High Quality c) House of Quality d) Head of Quality View Answer

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    6. What does the relationship matrix in the House of Quality represent?

    a) Correlation between customer requirements and technical descriptors

    b) Correlation between good and bad customers

    c) Correlation between the organization’s profit and loss

    d) Correlation between good and bad investors

    View Answer

    7. Which of the following is not an item included in the prioritized customer requirements in the House of Quality?

    a) Customer importance rating

    b) Customer benchmarking

    c) Sales point

    d) Technical benchmarking

    View Answer advertisement

    8. The interrelationship between technical descriptors in the House of Quality is given by _____

    a) Relationship matrix

    b) Trade-off matrix c) Customer matrix

    d) Customer requirement matrix

    View Answer

    9. The technical descriptors are the ________

    a) Voice of the customer

    b) Voice of the manager

    c) Voice of the owner

    d) Voice of the organization

    View Answer advertisement

    10. In which part of the House of Quality ‘product design characteristics’ can be located?

    a) Customer requirements

    b) Prioritized customer requirements

    c) Technical descriptors

    d) Prioritized technical descriptors

    View Answer

    11. In which part of the House of Quality ‘degree of technical difficulty’ can be located?

    a) Customer requirements

    b) Prioritized customer requirements

    c) Technical descriptors

    d) Prioritized technical descriptors

    View Answer

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