scholarly journals Enhancing the Quality of a Higher Education Course: Quality Function Deployment and Kano Model Integration

2021 ◽  
Vol 10 (3) ◽  
pp. 312-327
Author(s):  
Mine Ömürgönülşen ◽  
Canan Eryiğit ◽  
Öznur Özkan Tektaş ◽  
Mehmet Soysal
Keyword(s):  
Higher Education ◽  
Quality Function Deployment ◽  
Total Quality ◽  
Kano Model ◽  
Course Quality ◽  
Quality Function ◽  
Technical Requirements ◽  
Important Relationship ◽  
Technical Specifications

There is an important relationship between the quality of undergraduate education and competitiveness in the global economy, especially for emerging economies. Quality Function Deployment (QFD) is one of the important methodologies in Total Quality Management (TQM) to translate customer requirements into technical specifications. The purpose of this study is to apply Third Generation Western QFD methodology together with Kano model to categorize and prioritize the needs of customers to increase a graduate-level course quality in higher education. To this end, the Voice of the Customer was identified through the Kano technique that enables categorization and prioritization of student requirements. To the best of our knowledge, this is the first empirical study in the literature that integrates the aforementioned methodologies in the field of higher education. With this integration, a focused quality house was generated which includes only prominent student and technical requirements. Accordingly, the prominent student requirements, which are classified as one-dimensional needs, are found to be the ones that are mostly lecturer-oriented attributes, such as the lecturer's theoretical and industrial knowledge. The interaction of the course with the industry, such as technical trips and invited speakers, which are called as attractive needs, are found to increase student satisfaction by creating delight. The prominent technical requirements are found to be budget/funds, number of students enrolled, lecturer workload, industry trip, good communication/empathy, lecturer qualifications, and competency in teaching. The combined framework may help educational decision-makers to identify and satisfy the main student requirements to enhance the quality of educational service processes.

scholarly journals Improving service quality of hospital front office using an integrated Kano model and quality function deployment

2017 ◽  
Vol 13 (5) ◽  
pp. 924 ◽  
Author(s):  
Anjar Priyono ◽  
Andina Yulita
Keyword(s):  
Quality Function Deployment ◽  
Service Providers ◽  
Kano Model ◽  
Quality Function ◽  
Integrated Method ◽  
Comprehensive Method ◽  
Technical Requirements ◽  
Starting Point ◽  
Front Office

Purpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes.Design/methodology/approach: This study used integration of Quality Function Deployment and Kano Model. The research instrument, which takes the SERVQUAL model as its starting point, was developed using a comprehensive set of techniques, including a literature review of relevant topics, interviews and focus group discussions. Using a sample of 140 customers of an international hospital situated in Yogyakarta, Indonesia, 14 service attributes required by customers were identified. The attributes, which were further categorised into 5 attractive, 4 one-dimensional and 5 ‘must-be’ attributes, were analysed using the Kano Model.Findings: Using the integrated QFD and Kano Model, the service attributes needed for improvement were identified. The results are different from those when the company used either SERVQUAL or QFD alone. This study also reveals that benchmarking with competitor might produce misleading results. The results are different when the analysis combined a comprehensive method of QFD and Kano Model.Practical implications: Service providers will benefit from the findings of this study, as both the service attributes and technical requirements that require improvement as a priority are identified.Originality/value: It is the first time that front office quality of hospital is examined using integrated method of SERVQUAL, QFD and Kano Model. The recommendations proposed from this comprehensive method offer novel solution that has never been found in existing study.

STUDI ATAS PELAYANAN CLIENT COORDINATOR PADA KANTOR PELAYANAN UTAMA BEA DAN CUKAI TIPE A TANJUNG PRIOK DENGAN MENGGUNAKAN SERVQUAL, MODEL KANO DAN QUALITY FUNCTION DEPLOYMENT

INFO ARTHA ◽  
2017 ◽  
Vol 5 ◽  
pp. 35-54
Author(s):  
Guruh Supenget ◽  
Nur Aisyah Kustiani
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Public Services ◽  
House Of Quality ◽  
Kano Model ◽  
Quality Function ◽  
Customer Expectations

This study aims to determine the quality, the importance of service attributes and the appropriate effort to improve the quality of public services provided by the Client Coordinator at the Direktorat Jenderal Bea dan Cukai. This study uses SERVQUAL questionnaire, Kano Model and Quality Function Deployment. SERVQUAL questionnaire is used to assess customer satisfaction (quality of service) by comparing customer expectations and the actual quality of service received by the customer. KANO model is used to determine which service attributes are important based on the perception of the customer. Moreover, the important service attributes identified by customer is analyzed in the house of quality (Quality Function Deployment method) to determine appropriate effort by government. A blend of these methods can be replicated in other efforts to improve public services so that the improvement will match with the needs of customers (community). 

scholarly journals A Servqual and Quality Function Deployment (QFD) Approach in Measuring Total Quality Management at Private Universities in Pekanbaru, Riau, Indonesia

2019 ◽  
Vol 6 (1) ◽  
pp. 1-4
Author(s):  
Zulfadli Hamzah ◽  
Astri Ayu Purwati ◽  
Muhammad Luthfi Hamzah
Keyword(s):  
Quality Function Deployment ◽  
Gap Analysis ◽  
Academic Staff ◽  
Private Universities ◽  
Sampling Technique ◽  
Education Institution ◽  
Total Quality ◽  
Quality Function ◽  
Priority Needs

In free trade era, particularly in AEC leading to the education institution should prepare to compete freely in generating graduates who are able to compete in ASEAN’s labour market. Therefore, the purpose of this research is to determine the service quality of private universities in Pekanbaru, Riau, based on student’s perspective using SERVQUAL and Quality Function Deployment (QFD) approaches. Sampling method employed in this reserach was random sampling technique in four (4) private universities in Pekanbaru. Data was analysed using SERVQUAL gap analysis and QFD. The result shows that there were four (4) customer requirements which will be the priority to be handled by the universities, there are 1. Inquiries, requests and claims of students are handled and resolved timely and promptly, 2. Readiness of academic staffs to serve students and can be contacted easily, 3. Academic staff pays special attention and provides help to students in resolving their problems, 4. Teaching materials are available and up-to-date. From the QFD Matrix, the most technical priority needs to be improved by the universities is Academic staff’s training and development.

scholarly journals Integrasi Model Kano ke Dalam QFD untuk Mengoptimalkan Kualitas Perguruan Tinggi di Provinsi Riau

2019 ◽  
Vol 3 (1) ◽  
pp. 136-144
Author(s):  
Hafidzah Nurjannah
Keyword(s):  
Quality Function Deployment ◽  
Formal Education ◽  
Private Universities ◽  
Total Sample ◽  
House Of Quality ◽  
Kano Model ◽  
Competitive Situation ◽  
Quality Function ◽  
A Priority

Higher Education has become a need for formal education as a strategic sector which is expected to produce quality intellectual graduates who are competitive. The competitive situation among universities requires educational institutions to pay attention to the quality of their education so that they are able to excel in the competition. To be able to compete, universities must improve their quality by providing attributes that are a priority for student needs. The purpose of this study is to optimize the quality of Private Universities in Riau Province by providing several technical responses. The population in this study were all active students of Private Universities in Riau Province and the total sample of 397 respondents using probability sampling techniques. This study uses the Kano Model and the Quality Function Deployment (QFD) approach as an integration tool that can help collect student voices as customers (VoC) and produce a priority matrix of needs and technical responses in the form of House of Quality (HoQ). The results of this study found 7 (seven) priority priorities for students, including the online KRS filling process that is very easy for students, academic information easily obtained, fast, and accurate, academic administration staff are reliable / responsive in providing services, adequate health facilities, Adequate library facilities (books, proceeding journals, and articles), Easy internet access, and adequate computer labor. From this research, Private Universities can take several steps to optimize quality such as improving internet facilities, monitoring academic rules, and monitoring the learning process. Keywords : Kano Model, House of Quality (HoQ), Quality Function Deployment (QFD), Quality

scholarly journals Total Quality Management in the biopharmaceutical industry: "Planning and development of Quality Function Deployment (QFD) for the research and development of products and processes of human plasma derived products”

2018 ◽  
Vol 9 (3) ◽  
pp. 840
Author(s):  
Sergio Alejandro Oviedo Albarracin
Keyword(s):  
Research And Development ◽  
Product Quality ◽  
Quality Function Deployment ◽  
Industrial Sector ◽  
Pharmaceutical Products ◽  
Total Quality ◽  
Quality Function ◽  
Good Manufacturing Practices ◽  
Industry Planning

In the industrial sector, the work of the research and development departments is related both to the processes performed and to the products to be marketed, and it includes everything from the design and development of a new product to the redesign or development of the process of production. Therefore, response time represents a key point in the structure of the company, provided that the response is fast and effective. Besides, the quality of the development and design is not limited to the benefits of the product. Quality Function Deployment (QFD) for Pharmaceutical Products Research and Development appears as an important tool that allows us to face the design or modification of a product or process according to customers needs, and to their expectations about the product quality requirements. In this work we deal with the development of a plasma derived product, on the basis of QFD rules. The application of QFD fulfilled the proposed objectives. QFD added simplicity and reliability to the production as well security and highly competitive costs to both, the product development and the final product itself. QFD was supplemented with Good Manufacturing Practices (GMP), and it also proved to be highly applicable in the pharmaceutical industry even in the case that certification for a quality system is not pursued.

scholarly journals Applying Total Quality Management Tools Using QFD at Higher Education Institutions in Gulf Area (Case Study: ALHOSN University)

2016 ◽  
Vol 4 (2) ◽  
pp. 87 ◽  
Author(s):  
Adnan Al-Bashir
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Total Quality Management ◽  
Quality Function Deployment ◽  
Higher Education Institutions ◽  
Education Institution ◽  
Total Quality ◽  
Management Tools ◽  
Potential Improvement

<p>Human power’s quality plays the key role in the growth and development of societies where the quality of human powers can be enriched with the high quality education provided by the higher education institutions. The higher education institutions are hereby an important sector of any society since it defines the overall quality of human lives. This research will investigate the application of Total Quality Management (TQM) tools at the higher education institutions; specifically at ALHOSN University. In this study five tools were implemented at ALHOSN University’s engineering college including: Quality Function Deployment, Affinity Diagrams, Tree Diagrams, Pareto Charts, and Fishbone Diagrams. The research will reveal that the implementation of TQM tools has a great benefit for higher education institutions where they have uncovered many area of potential improvement as well as the main causes of some of the problems the Faculty of Engineering is facing. Also, it will show that the implementation of TQM tools on higher education institution systems will enhance the performance of such institutions.</p>

Measurement of Total Quality Management of Private Universities

2021 ◽  
Vol 3 (1) ◽  
pp. 73-85
Author(s):  
Astri Ayu Purwati ◽  
Yusrizal ◽  
Teddy Chandra ◽  
Achmad Tavip Junaedi ◽  
Muhammad Luthfi ◽  
...  
Keyword(s):  
Quality Function Deployment ◽  
Quality Standards ◽  
Total Quality ◽  
Quality Function ◽  
Global Competitiveness ◽  
Global Competitiveness Index ◽  
Fierce Competition ◽  
The Right ◽  
The University

This research aims to examine the TQM application in education using SERVQUAL and the quality function deployment (QFD) based on the students' perspectives. Globalization in the current technological era requires every country to be able to face increasingly fierce competition. Indonesia ranked 41st below Malaysia, Thailand, and Singapore out of 137 countries in 2017-2018 Global Competitiveness Index. Quality human resources are the only choice to win the competition. TQM can be used to produce the right quality standards to produce competent and competitive graduates. This study aims to discuss how the application of TQM in education uses SERVQUAL and also the quality function deployment (QFD) based on student perspectives. The results showed that the quality of technology is one of the important elements that are highly expected by students but have not been fulfilled by the university.

scholarly journals Design and Development of Mobile Phone Using Quality Function Deployment

2017 ◽  
Vol 2 (1) ◽  
pp. 1-10
Author(s):  
Hamid Ullah ◽  
Asiyah Ali
Keyword(s):  
Mobile Phone ◽  
Quality Function Deployment ◽  
Relationship Matrix ◽  
House Of Quality ◽  
Concept Generation ◽  
Total Quality ◽  
Design And Development ◽  
Quality Function ◽  
Technical Requirements ◽  
The Voice

The paper presents design and development of mobile phone using Quality Function Deployment. Quality Function Deployment is one of the total quality management tools used to convert customers’ needs into design specifications. A market survey is conducted to find out the voice of customer. The Voice of the Customer is converted into customers’ needs. Relative importance is assigned to customers’ needs. A list of technical requirements that could fulfill the customers’ needs is produced. A relationship matrix is developed between the customers’ needs and the technical requirements. The relationship matrix is converted into the House of Quality. Output from the House of Quality is used in concept generation of mobile phone. Concept generation is followed by concept selection. Final improved model of the mobile phone is presented.  

scholarly journals Integrating E-SERVQUAL and Kano Model into Quality Function Deployment to Improve Website Service Quality: An Application to University's Website

2016 ◽  
pp. 52-86 ◽  
Author(s):  
Dorie Pandora Kesuma ◽  
Achmad Nizar Hidayanto ◽  
Meyliana ◽  
Kongkiti Phusavat ◽  
Dina Chahyati
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Service Design ◽  
Internet Technology ◽  
Design Framework ◽  
Kano Model ◽  
Quality Function ◽  
The University

Today's internet technology has been utilized in various fields, one of which is to provide services in the field of education. Internet technology in the form of website enables organizations to provide anywhere anytime services to their customers, thus it is expected increasing customers' satisfaction. This research aims to develop a service design framework that can be used to evaluate the quality of website service at the university and formulate solutions for its improvement, by combining E-SERVQUAL, Kano Model, and Quality Function Deployment (QFD). To demonstrate the use of the proposed framework, we conducted a case study in one of the private universities in Palembang, Indonesia. Step by step of the framework usage is discussed, to provide a better understanding of the framework we are proposing.

Analisis Kualitas Pelayanan Dengan Penerapan Metode Quality Function Deployment Pada Pasien Unit Rawat Jalan Poliklinik Penyakit Dalam Badan Rumah Sakit Umum Daerah �45� Kuningan

2008 ◽  
Vol 4 (08) ◽  
pp. 36
Author(s):  
Lili Karmela Fitriani Karmela Fitriani
Keyword(s):  
Quality Function Deployment ◽  
Technical Characteristic ◽  
Importance Value ◽  
Quality Function ◽  
The Public ◽  
Water Closet ◽  
Degree Of Satisfaction ◽  
Voice Of Customer ◽  
Level Of Importance

AbstrakThe data of year 2006 show that amount of polyclinic patients care unit of BRSUD�45� Kuningan is the most among other polyclinics. The result of observation and interviews tell that the degree of satisfaction got by the patients is in the level(category) of middle (enough) and the degree of importance is in the level of high (important). The purpose of doing this research is to analyze the quality of service to improve the patients satisfaction using Quality Function Deployment method involving 96 respondents. The data were taken from the result of applying quality Function Deployment method in BRSUD�45� Kuningan tells that the attribute owning the highest level of importance is the competence or the skill of the doctors in handling their works while the attribute owning the lowest level is the availability of the public service facilities such as public phones, televisions, and ATM. The attribute that owns the most satisfaction value is the dressy of the officials while the attribute that owns the least satisfaction value is the comfortable, hygiene water closet. The technical characteristic owning relatively the highest importance value is the standard officers� performance; therefore, such attribute gets the highest attentive priority of technical characteristic (technical response)Keywords : QFD, House of Quality, Voice of Customer, Technical Characteristic, Technical Response

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