An Extension of the Systematic Layout Planning System Using QFD: Its Application to Service Oriented Physical Distribution

Abstract

This work presents an original combination of the Systematic Layout Planning (SLP) methodology with Quality Function Deployment (QFD) for layout design of services. This methodology considers two stages. The first of these stages is Quality Function Deployment using the Modified Quality Matrix, and the second, the application of the various phases of the SLP method, using the data obtained during the first stage, in order to find a layout design which contains the client’s perception. The developed methodology was applied to redesign the layout plan for one academic department of the Universidad de Santiago de Chile. This application enabled the generation of alternative distributions, which were compared to the current layout, and the assessment was conducted by a team from the Department itself, using the Analytic Hierarchy Process (AHP).

Keywords:

• Layout
• QFD
• SLP
• AHP
• Services

EMJ Focus Areas:

• Continuous Improvement
• Operations Management

Acknowledgements

The authors would like to thank for the supported by the Universidad de Santiago de Chile (031817PB DICYT-USACH) and also the thanks all the team of the Smart City Lab Program Center of the same University.

Additional information

Notes on contributors

Pedro Palominos

Pedro Palominos (MSc, PhD) is a Professor at the Department of Industrial Engineering and Director of the Smart City Program of the University of Santiago of Chile. He holds a PhD in Industrial Engineering from Technical University of Catalonia, Spain and MS degrees in Federal University of Rio de Janeiro, Brazil. His research interests include operations management, scheduling, smart cities and multi-criteria analysis.

Daniela Pertuzé

Daniela Pertuzé (MSc) received a Bachelor and Master Degree in Industrial Engineering from the University of Santiago of Chile. She has over 10 years of professional experience in financial services.

Luis Quezada

Luis Quezada (MSc, PhD) is a Professor at the Department of Industrial Engineering of the University of Santiago of Chile. He holds a PhD and MSc degree from University of Nottingham, UK. His research interests include strategic management, operations management and multi-criteria analysis. He is member of the Board of the International Foundation for Production Research (IFPR).

Luis Sanchez

Luis Sanchez (MSc, PhD) is a Professor at the Department of Mathematics and Computer Science of the University of Santiago of Chile. He holds a PhD in Industrial Process Automation from University of Santiago of Chile, and a MS degree in Federal University of Rio de Janeiro, Brazil. His research interests include operations management, scheduling, smart cities, manufacture 4.0 and multi-criteria analysis.