Integrated Approach of Quality Function Deployment to Quality Assurance in Service Product Design

Abstract

Abstract: Due to the scattered customer demand information in service product design, when traditional quality function deployment (QFD) method is applied, judgment consistency and overall satisfaction with unfold accuracy are low. To solve this problem, a new method for service product design is proposed by integrating fuzzy cluster analysis, fuzzy analytic hierarchy process (AHP), and house of quality. By this method, customer quality demands are differentiated hierarchically in fuzzy cluster analysis. The weight of customer quality demands is determined by fuzzy AHP. And the relationship matrix in the house of quality is judged by introducing the fuzzy sets. Thus, the natural language is associated with the fuzzy numbers to accurately grasp the customer demands. At the same time, the fuzzy numbers are used to judge the result of weight analysis and degree of relation such that the accuracy and stability of the evaluation can be improved. Consequently, a quantitative analysis method for achieving the quality assurance in service product design is presented.

Key words: service product design, quality assurance； fuzzy clustering, fuzzy hierarchical analysis, house of quality

Wang Ning, Xu Ji-chao. Integrated Approach of Quality Function Deployment to Quality Assurance in Service Product Design[J]. Industrial Engineering Journal , 2012, 15(5): 66-72.

References

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