The combined application of Quality Function Deployment and Pareto analysis for hotel services improvement

Oke, Sunday Ayoola; Ofiabulu, C.E.; Banjo, Adekunbiola Aina; Akanbi, O.G.; Oyawale, F. A.

doi:10.1504/ijpqm.2008.016567

Cited by 15 publications

(7 citation statements)

References 34 publications

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“…Raising the attractive requirement to a satisfaction level of five would require an increase from 25 to 50 per cent fulfilment while the one-dimensional requirement would need to increase from 75 to 100 per cent. Based on the Pareto principle, it can be expected that the first increase will be easier to achieve (Oke et al , 2008). This shows that measures to increase satisfaction or prevent dissatisfaction are not equal and should be prioritised.…”

Section: Proposed Methods Of Product Validation Using the Kano Modelmentioning

confidence: 99%

Validation of product quality through graphical interpretation of the Kano model

Madzík

Pelantová

2018

IJQRM

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Purpose Product verification and validation are integral to quality management. Product verification means verifying the conformity between a product’s actual and planned characteristics whereas validation means determining whether and to what extent it satisfies customers’ requirements. One of the key forms of product validation is testing with a group of customers. The purpose of this paper is to introduce a graphical method of product validation based on the Kano model. Design/methodology/approach The approach is based on a proposed method for categorising requirements based on a Kano questionnaire and then applies this method for the validation of a product – a website. The proposed method is based on three steps: graphical determination of requirements in a Kano model; determination of requirement fulfilment degree and prioritisation of corrective measures and improvements. Findings The study opens space for discussion of the potential for improving a product and methods for identifying critical faults in products. The proposed method also permits an assessment of the potential effectiveness of an improvement because it is able to quantify the effect of the product on the consumer resulting from a given quantity of effort. A case study demonstrated that the resulting priority of corrective measures and improvements was affected not only by the level of fulfilment of the requirements but also by the type, the most critical being non-fulfilment of must-be requirements. Research limitations/implications The requirement curves are based on a verbal assessment of satisfaction in two states – if the requirement were fulfilled and if it were not fulfilled. The values of the start and end points may not be precise and could be affected by the natural character of subjective variables. Practical implications The proposed method is particularly suited to the initial testing of a product that is intended to lead to measures to eliminate customer dissatisfaction or increase their satisfaction – that is, to improve the product. The method also permits an assessment of the extent to which customers feel that their expectations have been satisfied and the effect that will be felt if the organisation decides to increase fulfilment. Originality/value The Kano model has not yet been applied to product validation, although it contains all the information necessary for this task. Knowing how satisfied customers are is an important part of product validation. At the same time, knowing a mechanism for “creating” this satisfaction is also very valuable information.

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Section: Proposed Methods Of Product Validation Using the Kano Modelmentioning

confidence: 99%

Validation of product quality through graphical interpretation of the Kano model

Madzík

Pelantová

2018

IJQRM

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“…For example, a laboratory of NASA used QFD to gather the requirements and analyse the diverse needs of the internal customers to design a subsystem programme [31]. Some used QFD to identify quality characteristics, or design parameters, and/or to define technical requirements, such as the case shared by a hotel in Ibadan used QFD and Pareto analysis to identify the "vital few" items to optimize resources for improving its services [32]. Some focused on defining the product and service features with QFD, such as the studies of mountain bike [33] and pruning shears [34].…”

Section: Industrial Applicationsmentioning

confidence: 99%

An analysis of passengers’ ride needs of urban rail transit services: application of quality function deployment

et al. 2019

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This study aims to suggest using the interpretation type of deployment of quality function deployment (QFD) as a methodology to understand the passengers' needs when they situate in the train cars of urban rail, using the East Rail Line (ERL) in Hong Kong as a case study. The result shows that behaved environment and safe stand are the two most important ride needs demanded by the everyday ordinary passengers of the rail line. In addition to this, the members of the study team reflected that the deployment process has greatly helped them on acquiring a thorough understanding of the passengers' needs, which is very essential for deriving innovative solutions. Besides the rail company could make use of the case study for improving its train ride quality, the suggested methodology is applicable to understand the passengers' ride needs of other kinds of public transport as well as the recipient needs of those public services that are of similar nature.

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“…Ozgen 20084 [45] Chang and Chen (2011) 7 [47] xOvvmu}t -=D ?=NDv= Dursun and Karsak ( 2013)8 [48] p}@twD= |R=UR=@ CavY Yang; Ong etal: (2013) 9 [49] |v@r`}=vY Aya g; Samanlioglu etal:(2013) 10 [50] |DW=Oy@ |=yC@k= Qt Camg oz Akda g; Tarimetal: (2013) 11 [51] ur}D=|rB |=yxrwr Q=Wi |Q}oxR=Ov= O}OH C= R}yHD Zaim; Sevklietal: (2014) 12 [52] 16 [55] |DW=Oy@ |=yC@k= Qt Saadon; Mustafa etal: (2015) 17 [56] |DW=Oy@ |=yC@k= Qt Lee; Ru etal: (2015) 18 [57] IT |R}Qxt=vQ@ B uy uk ozkan and G ulery uz 201519 [58] Q= R=@ VN@ ?=NDv= Dat; Phuongetal: (2015) 20 [59] [39] "OvDW=O 6 wDQ=B p}rLD w QFD l} u}@nvy w nv}Hw=W [40] "Ov=xDN=OQB QFD VwQ R= xO=iDU= =@ xQ=DU GvB pDy C=k}kLD Q}N= |=yp=U QO [41] 62. Khorshidi, H.A., Nikfalazar, S. and Gunawan, I.…”

Section: Bayraktaro Glu Andmentioning

confidence: 99%

“…Ow@y@ |=yC@Uv w =yxDU=wN C}ty= u=}@ QO OwHwt |D=P s=y@= Cra x@ QFD QO u}@ OwHwt C=]=@DQ= u}}aD QO OwHwt s=y@= p}rO x@ u}vJty w u=}QDWt \UwD |R=i O=Oa= R= (HOWs) |i}m C=t= Rr= w (WHATs) u=}QDWt |=yxDU=wN T} QD=t hrDNt |=yVN@ QO |R=i VwQ R= |OOaDt C=k}kLD "CU= xOW xO=iDU= [33] |Ov@C}wrw= [32] '|R=UxO=U |= Q@ |R=i VwQ R= , qFt [31] "Ov=xOQm xO=iDU= QFD "CU= xOW xO=iDU= QFD QO =yxYNWt [19] |R=Uxv}y@ w p=wmwQU "6"1"2 'OwW|t xO=iDU= C=tON C}i}m |Q}oxR=Ov= |= Q@`}Uw Qw]x@ xm |}=yQ=R@= R= |m} w [34] OW u}}aD u= Q=mty w u=t= QwU= Q=B \UwD p=wmwQU |rY= O=a@= "CU= p=wmwQU |R=i [42] |QoWOQo CavY Tan and Pawitra (2001) 1 [39] |Q=OpDy CavY Oke; O abulu etal: (2008) 2 [43] |DW=Oy@ |=yC@k= Qt Rahman and Qureshi (2008) 3 [44] xv=N?=Dm C=tON…”

mentioning

confidence: 99%

ارائه‌ی رویکردی ترکیبی از خانه‌ی کیفیت فازی، تحلیل سروکوال و کانو - مطالعه‌ی موردی: هتل پردیس شهر- رشت

نیا¹,

آزاد²

2019

مهندسی صنایع و مدیریت

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C}i}m |xv=N Ovv=t |}=yVwQ R= OQwt 31 =OD@= 'Q=DWwv u}= QO "OW=@ u=}QDWt C}=[Q w C=tON C}i}m R= |@ wr]t |xHQO u}}aD x@ w xOW |}=U=vW CWQ T}OQB pDy C=tON R= u=}QDWt |=yxDU=wN xDN=OQB |QDWt 390 u}@ \w@Qt |=yxt=vVUQB`}RwD =@ wv=m w p=wmwQU p}rLD w C}ty= u}t-=D |= Q@ sRq |LqY= C=t=Ok= w =yC}r=ai 'C}i}m |xv=N p}mWD =@ TBU "CU= xOW QO |FrFt |R=i O=Oa= |x}Q_v R= 'u}= Q@ xwqa "CU= xOW |yOuRw w |}=U=vW =yxDU=wN w`wv 'C}ty= j}kLD u}= R= xOt; CUO x@ G}=Dv "OwW|t xDiQo xQy@ j}kLD VwQ QU=QU uOQm xOQw

show abstract

The combined application of Quality Function Deployment and Pareto analysis for hotel services improvement

Cited by 15 publications

References 34 publications

Validation of product quality through graphical interpretation of the Kano model

Validation of product quality through graphical interpretation of the Kano model

An analysis of passengers’ ride needs of urban rail transit services: application of quality function deployment

ارائه‌ی رویکردی ترکیبی از خانه‌ی کیفیت فازی، تحلیل سروکوال و کانو - مطالعه‌ی موردی: هتل پردیس شهر- رشت

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