Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/68167
Title: A QFD/hoshin approach for service quality deployment : a case study
Authors: Pun, KF
Chin, KS
Lau, HCW
Keywords: Customer orientation
Hoshin kanri
House of quality
Quality function deployment
Issue Date: 2000
Publisher: Emerald Group Publishing Limited
Source: Managing service quality, 2000, v. 10, no. 3, p. 156-169 How to cite?
Journal: Managing service quality 
Abstract: Discusses the quality strategy deployment (QSD) processes, and addresses how service organizations identify customers’ needs in relation to the development of viable strategies and deployment of quality services using the quality function deployment (QFD) and the hoshin kanri techniques. An integrated QFD/hoshin approach is proposed to help develop viable strategies and attain service quality deployment. An implementation case of the approach is presented based on a recent QSD study in a typical engineering service organization – the Manufacturing Engineering Laboratory (MEL) of City University of Hong Kong. Incorporating the findings of the study, this paper sets forth the identification of the voice of customers (VOC), the building of a house of quality (HOQ), and the deployment of organizational strategies. Besides, a generic 13‐step guideline of QSD process is elaborated for assisting service organizations to attain continuous performance improvement. Effective implementation of the QFD/hoshin guideline and monitoring the QSD process must garner organizational support and commitment.
URI: http://hdl.handle.net/10397/68167
ISSN: 0960-4529
DOI: 10.1108/09604520010336687
Appears in Collections:Journal/Magazine Article

Access
View full-text via PolyU eLinks SFX Query
Show full item record

SCOPUSTM   
Citations

6
Citations as of Sep 17, 2017

Page view(s)

9
Last Week
2
Last month
Checked on Sep 18, 2017

Google ScholarTM

Check

Altmetric



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.