Quality Function Deployment Method for Selection of Effective Management Tools on Setting EFQM Model

Abstract

Using the effective management tools that are relevant to<br />the organization's needs for excellence has become so important for the<br />companies to improve their performances and then increase customer<br />satisfaction and gain market shares. Quality function deployment is an<br />efficient and powerful tool in design, development, and planning of products.<br />The main function of quality function deployment is conversion of<br />VOC (voice of customer) to technical characteristics (here organization<br />supposed as customer). This study propose a 9-step HOE(House Of Excellence)<br />model, which is basically a QFD model, and present the use<br />of symmetrical triangular fuzzy numbers(STFNs) to reflect the vagueness<br />in 30 experts' linguistic assessments. The model of this research has been tested by means of a real case (Joundy Shapoor Company),<br />finding the relationship between 15 categories of management tools with<br />five EFQM enabler criteria based on the quality function deployment<br />approach to determine for Joundy Shapoor Company the effective management<br />tools to reach excellence. And also the test of the hypothesis of<br />this research has been done by using spearman correlation coefficient.