Improve customer satisfaction by quality functions deployment: Case in Indonesian SMEs
Sekolah Tinggi Ilmu Ekonomi Mahardhika, Surabaya, Indonesia.
Research Article
World Journal of Advanced Research and Reviews, 2022, 13(01), 700–709
Article DOI: 10.30574/wjarr.2022.13.1.0093
Publication history:
Received on 22 December 2021; revised on 26 January 2022; accepted on 28 January 2022
Abstract:
This paper explores how the quality function deployment (QFD) is used to translate customer needs into technical parameters that will be controlled in the process and ultimately can produce products as customers expect. This research through field observations and brainstorming with representative employees to create house of quality and set recommendation actions. With strong support and commitment to complete actions, resulting in better product quality that shows a gradual shift in product quality from grade B to grade A means that operations are more reliable. Through QFD, it will be known what customers really want, which is the most important customer needs, what can be controlled in meeting customer needs so that customer needs can be met. This paper suggests several approaches and actions that can be of high value especially in the woodworking industries.
Keywords:
Customer Need; House of Quality; QFD; Quality; Woodworking
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Copyright © 2022 Author(s) retain the copyright of this article. This article is published under the terms of the Creative Commons Attribution Liscense 4.0