Comparative Analysis of Quality Function Deployment Methodologies: A Case Study Analysis

Abstract

Quality function deployment has been successfully used to capture the voice of the customer and translate it into technical design requirements. Previous researchers have employed various tools and models in this process. This paper discusses three models used to prioritize customer requirements for developing a service. This paper presents a case study based on outcomes for a service offered by a university, called a Career Opportunity Center, which serves students as its customers. This study analyzed a service dataset using the modified Kano model, SERVQUAL, and analytical hierarchy process, and identified the strengths and weaknesses of each method.

• analytical hierarchy process
• Kano model
• quality function deployment
• service industry
• SERVQUAL

Additional information

Notes on contributors

Rahul K. Singh

Rahul Singh is currently employed at Linx-As LLC as a consultant. He received his mechanical engineering degrees at the Missouri University of Science and Technology as well as his master of business administration degree. His research interests include operations management with a keen interest in quality management.

Cassandra C. Elrod

Cassandra Elrod is an assistant professor of operations management in the Department of Business and Information Technology at the Missouri University of Science and Technology. She obtained her doctorate from the University of Missouri–Rolla in engineering management. She has taught a variety of courses including new product development, business operations, management and organizational behavior, decision making, and engineering economics. Her current research interests focus on continuous improvement, supply chain, and quality management. She can be reached at [email protected].

Elizabeth A. Cudney

Elizabeth Cudney is an assistant professor at Missouri University of Science and Technology. She obtained her doctorate in engineering management from the University of Missouri–Rolla. In 2010, she was inducted into the International Academy for Quality. She also received the 2008 ASQ A.V. Feigenbaum Medal and the 2006 SME Outstanding Young Manufacturing Engineering Award. She is a Senior member of ASQ and an ASQ Certified Quality Engineer, a Manager of Quality/Operational Excellence, and a Certified Six Sigma Black Belt. Her research interests are in quality engineering, pattern recognition, robust design, and lean Six Sigma.