PRIORITIZING ORGANIZATION’S QUALITY MANAGEMENT PROJECTS STARTING WITH CUSTOMER EXPECTATIONS

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DANESHMAND AMIR; NAZEMI SHAMSODDIN; MOTAHARI NASSER

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

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Paper Information

Journal: Industrial Management Journal Year:2016 | Volume:8 | Issue:1 Page(s): 23-42

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Information Journal Paper

Title

PRIORITIZING ORGANIZATION’S QUALITY MANAGEMENT PROJECTS STARTING WITH CUSTOMER EXPECTATIONS

Author(s)

DANESHMAND AMIR | NAZEMI SHAMSODDIN | MOTAHARI NASSER | Issue Writer Certificate

Keywords

QUALITY MANAGEMENT PROJECTQ1

QUALITY FUNCTION DEPLOYMENTQ1

QFDQ2

URBAN TRANSPORTATIONQ2

Abstract

Customer satisfaction level depends on level that his expectations would be answered. With identifying customer expectations and implementation them in QFD, this ensures that important and critical demands of customer have been considered. QFD have been used and use for translating customer expectations to different subjects. What has been considered in this study, is QFD usage for translating expectation customers to importance mark of QUALITY MANAGEMENT PROJECTs. Those project that guarantee organization success for meeting customer needs. For this purpose, three matrix approach of QFD was used in “Mashhad urban and suburban railway company” that had concern about ranking of QUALITY MANAGEMENT PROJECTs. In first matrix, importance marks of technical specifications were identified. In second matrix, importance marks of key operations were identified and in third matrix, execution importance and priority of projects were identified. Study results depicts that “need and task assessment of jobs” has most role in satisfying of customer needs and is first priority for this company.

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APA: Copy

DANESHMAND, AMIR, NAZEMI, SHAMSODDIN, & MOTAHARI, NASSER. (2016). PRIORITIZING ORGANIZATION’S QUALITY MANAGEMENT PROJECTS STARTING WITH CUSTOMER EXPECTATIONS. JOURNAL OF INDUSTRIAL MANAGEMENT, 8(1 ), 23-42. SID. https://sid.ir/paper/139944/en

Vancouver: Copy

DANESHMAND AMIR, NAZEMI SHAMSODDIN, MOTAHARI NASSER. PRIORITIZING ORGANIZATION’S QUALITY MANAGEMENT PROJECTS STARTING WITH CUSTOMER EXPECTATIONS. JOURNAL OF INDUSTRIAL MANAGEMENT[Internet]. 2016;8(1 ):23-42. Available from: https://sid.ir/paper/139944/en

IEEE: Copy

AMIR DANESHMAND, SHAMSODDIN NAZEMI, and NASSER MOTAHARI, “PRIORITIZING ORGANIZATION’S QUALITY MANAGEMENT PROJECTS STARTING WITH CUSTOMER EXPECTATIONS,” JOURNAL OF INDUSTRIAL MANAGEMENT, vol. 8, no. 1 , pp. 23–42, 2016, [Online]. Available: https://sid.ir/paper/139944/en

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