Abstract: This study provides a novel integrated multi-criteria decision-making approach to sustainable supplier selection problems. Despite the large supply chain management literature on green performance measurement, the need for a systematic analysis of how specific sustainable variables develop and affect each other remains mostly overlooked. The proposed integrated framework allows for such an analysis. By combining analytic network process and quality function deployment, our model identifies a clear hierarchical structure for all the relevant sustainable factors and sub-factors while weighting the decision criteria based on the importance given to customer requirements. Finally, suppliers are ranked using a multi-objective optimisation procedure based on ratio analysis and weighted aggregated sum product assessment. The proposed framework is used to analyse a case study of a dairy company, but it can be easily implemented for supplier selection by any other company with similar features.

Abstract: This work covers all aspects of the management and implementation of quality in organizations. It provides information on: what quality is; what must be in place to achieve quality; how to get quality to work; how to use quality tools; and re-engineering for quality. It includes case studies.

Abstract: Logistic provider selection is Multi-Criteria Decision-Making problem.Selection of the best alternative depends on opinion of the group stakeholders.Criteria values are determined in linguistic terms and real use of DSS presented.Basis of the developed DSS is the second most popular MCDM method TOPSIS-F.The investigation carried out under a European Commission project. PurposeThe paper proposes a decision support system for selecting logistics providers based on the quality function deployment (QFD) and the technique for order preference by the similarity to ideal solution (TOPSIS) for agricultural supply chain in France. The research provides a platform for group decision making to facilitate decision process and check the consistency of the outcomes. MethodologyThe proposed model looks at the decision problem from two points of view considering both technical and customer perspectives. The main customer criteria are confidence in a safe and durable product, emission of pollutants and hazardous materials, social responsibility, etc. The main technical factors are financial stability, quality, delivery condition, services, etc. based on the literature review. The second stage in the adopted methodology is the combination of quality function deployment and the technique for order preference by similarity to ideal solution to effectively analyze the decision problem. In final section we structure a group decision system called GRoUp System (GRUS) which has been developed by Institut de Recherche en Informatique de Toulouse (IRIT) in the Toulouse University. ResultsThis paper designs a group decision making system to interface decision makers and customer values in order to aid agricultural partners and investors in the selection of third party logistic providers. Moreover, we have figured out a decision support system under fuzzy linguistic variables is able to assist agricultural parties in uncertain situations. This integrated and efficient decision support system enhances quality and reliability of the decision making. Novelty/OriginalityThe novelty of this paper is reflected by several items. The integration of group multi-criteria decision tools enables decision makers to obtain a comprehensive understanding of customer needs and technical requirements of the logistic process. In addition, this investigation is carried out under a European commission project called Risk and Uncertain Conditions for Agriculture Production Systems (RUC-APS) which models risk reduction and elimination from the agricultural supply chain. Ultimately, we have implemented the decision support tool to select the best logistic provider among France logistics and transportation companies.

Abstract: Global competition and market uncertainty has forced organizations to become more responsive and efficient which thereby drives interest in the concept of supply chain leanness and agility. The leagile supply chain management paradigm includes lean and agile principles and has attained greater importance in the current scenario. The objective of this work is to identify the most appropriate leagile enablers for implementation by companies based on the characteristics of the related market by linking competitive bases, leagile attributes and leagile enablers. In this paper, a quality function deployment (QFD) approach integrated with analytical hierarchy process and technique for order preference by similarity to ideal solution is proposed to enhance the leagility of the supply chain. Fuzzy logic is used to deal with linguistic judgments expressing relationships and the correlations required by QFD. The presentation of a case study from the Indian food processing industry illustrates the proposed methodology. This approach will help the management to exploit the most influential enablers in achieving the desired degree of leagility.

Abstract: Quality function deployment (QFD) is a product planning management instrument which has been used in a broad range of industries. However, the traditional QFD method has been criticised much for its deficiencies in acquiring experts’ opinions, weighting customer requirements (CRs) and ranking engineering characteristics (ECs). To overcome the limitations, an integrated analytical model is presented in this study for obtaining the importance ratings of ECs in QFD by integrating decision-making trial and evaluation laboratory (DEMATEL) technique and Vlsekriterijumska Optimizacija I Kompromisno Resenje (VIKOR) method under hesitant fuzzy environment. In particular, the hesitant fuzzy DEMATEL is used to analyse the interrelationships among CRs and determine their weights, and the hesitant fuzzy VIKOR is utilised to prioritise ECs. Finally, the feasibility and practicality of the proposed method are verified by an example regarding the product development of electric vehicle.

Abstract: The aim of this research is to develop a quantitative approach that handles the conflicts between different decision makers and measures the performance of the suppliers in a manufacturing system to select a resilient supplier. In this paper, a fuzzy-multi-criterion group decision making approach is conceived to develop a resilient supplier selection process. In the proposed methodology, distance based optimization methodology, that is, TOPSIS (Technique for Order Preference by Similarity to the Ideal Solution) integrated with fuzzy system, identifies the features of general selection criteria. Since manufacturer criteria and resiliency criteria are mostly based on the subjective judgment of ‘technical requirement’ and ‘customer requirement’, AHP (Analytic Hierarchy Process) and QFD (Quality Function Deployment) methodology have been integrated in AHP-QFD methodology. Finally, a supplier selection index is calculated in which the decision maker’s attitude plays an important role. The model produce...

Abstract: During the design process of product-service systems (PSS) particular attention must be placed on sustainability, since the current models do not completely support the generation of sustainable PSS solutions. New methods to investigate PSS requirements analysis, evaluation, and conceptual design stages according to sustainability principles are needed. In this paper, an approach based on quality function deployment (QFD) is proposed to support PSS design. QFD is applied to translate stakeholders’ requirements in the three sustainability dimensions into engineering metrics of products and services. QFD is also applied to deploy PSS functions and to support the conceptual development. Fuzzy analytic hierarchy process (FAHP) is used to prioritize the stakeholders’ requirements in the three sustainability dimensions, and the fuzzy set theory is considered to reduce the vagueness and uncertainty during the process. The proposed approach is applied in an illustrative case for the conceptual design of a bike-sharing system. The suggested approach aims to contribute to the theory development as well as for practitioners. Firstly, it allows integrating the sustainability principles since the requirements elicitation stage, considering all stakeholders involved in the offer. Secondly, the requirements evaluation considering FAHP allows prioritizing the sustainability requirements dealing with uncertainty and vagueness. Finally, it helps to obtain more realistic results by integrating fuzzy decision-making into QFD. In future research, the integration of the Theory of Inventive Problem Solving (TRIZ) in the proposed approach will be investigated as well as the evaluation of different PSS concepts according to their sustainability potential.

Abstract: Customer involvement in infrastructure maintenance activities is a complex process due to various decision-making parameters surrounding maintenance. Compared to manufacturing and other disciplines where QFD is widely used, expectations of the infrastructure user as a customer are truly dynamic given the changing economic conditions, technologies, environmental regulations, etc. While such dynamic or changing customer expectations can be addressed by repeated surveys and constant communication, having indicators to predict customer response would be a valuable tool and aid the QFD decision-making process. In this study, a framework that utilizes hidden Markov model (HMM) is proposed for evaluating customer expectation by using probabilities of focus areas that are of interest to the infrastructure user as hidden parameters. The focus areas are based on sustainability parameters and include economic, social, technological, maintenance efficiency, safety and environmental conditions. Probabilities that represent the probability of transition from current state (of the focus area) to next possible state were generated based on expert opinion of the authors. Using the 2005 customer survey by California Transportation, a case study is presented in order to demonstrate the application which concludes that the proposed methodology can be successfully implemented for infrastructure maintenance.

Abstract: The purpose of this paper is to demonstrate how QFD can enhance a healthcare organisation’s strategic operational alignment, by synchronising the infrastructure design with the service intention. I...

Abstract: This study aims to incorporate user values into housing design. Incorporating user values is essential for developing quality housing. Data was gathered in three stages using the Means-End Chain and Quality Function Deployment models. To identify the factors that create values, the MEC model was conducted using soft laddering interviews with 15 apartment occupants in Bushehr, Iran. Next, weight assessments were done for value creators. With data from the first phase, a hard laddering questionnaire survey of MEC was created and distributed among 150 respondents. Nine architects developed design strategies in a focus group discussion to establish the House of Quality of QFD based on responses. The developed strategies involved four main categories including Building Organizational Emphasis, Interior Design Emphasis, Exterior Design Emphasis, and Indoor Environmental Emphasis. The combination of MEC and QFD facilitates indirect user participation and fulfills person environment congruence.

Abstract: Purpose The purpose of this paper is to translate consumer requirements regarding olive-oil quality attributes into specific olive-growing practices that most contribute to satisfy these attributes. Design/methodology/approach After identifying consumer requirements or needs regarding different attributes of olive-oil quality, through a survey of 439 olive-oil consumers, the authors determine the olive-growing practices that optimally satisfy consumer needs through expert opinions. Finally, the use of expert knowledge to construct the House of Quality or the first matrix of quality function deployment allow the authors to define the relative contribution of the various olive-farming practices to the satisfaction of consumer requirements. Findings The findings have shown that the olive-oil quality attributes most requested by consumers incorporate organoleptic (e.g. acidity, flavour, colour), sociocultural (e.g. creating employment in rural areas, maintenance of the rural population) and environmental ones (environmental externalities). The “separation of olives collected from ground and trees” (separation), “timing of harvesting” (according to a fruit-ripeness index), the “method of the ground harvest” (no picking from the ground), and the “method of tree harvest” (handpicking) were some of the most commonly identified olive-farming practices that contribute the most to meeting consumers’ needs with regard to olive-oil quality. Research limitations/implications The study suggests detailed analyses of the relationships between customer requirements and other agents practices involved in the olive sector (processing industries: mills, distribution, and marketing management, etc.) to more fully investigate the impact of all these practices on consumers’ perceived olive-oil quality attributes. This is the most reliable way to guarantee that the most sought-after quality characteristics are taken into account, not only in the farming stage but also in the various different stages of the olive agri-food chain. Practical implications Findings represent an opportunity in the market value chain to develop a quality olive oil which is more oriented towards the consumer and able to face future segmentations in the market. This is one of the main innovative features of this study, as it offers “good practice” guidelines to agents of the olive-oil sector from the consumer perspective. Social implications This study provides positive implications to consumers, providing them important tools to make an informed choice, and producers and marketers helping the design of production strategies to optimally satisfy the consumer preference with regard to olive-oil quality, and attain a competitive advantage by adding value to the product. Originality/value This paper is regarded as the pioneer in the literature translating the “consumer voice” regarding olive-oil quality into specific olive-growing practices “good-practices guidelines”. Thus, the relevant required quality olive-oil attributes should be clearly described on the label, to enable consumers to identify the quality features and make an informed choice. Furthermore, to meet consumers’ needs, the olive-oil sector should focus on the olive-growing practices that optimally satisfy consumer requirements concerning olive-oil quality attributes. This would help to improve legitimacy and boost public support for the Common Agricultural Policy subsidies for the agricultural sector in general, and the olive sector in particular. The findings are particularly valuable in helping policy makers to design marketing strategies to improve the sustainability and competitiveness of Spanish olive oil.

Abstract: Purpose This study aimed to determine the effect of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability and improvement in service quality by analysis of quality function deployment. Design/methodology/approach This study used a cross-sectional study design. The research sample of 115 nurses and 299 patients was obtained through the use of probability sampling techniques. Data were statistically analyzed using Spearman’s test to see the correlation between independent and dependent variables. Kruskal–Wallis and one-way ANOVA were used to see the differences and quality function deployment analysis was conducted to improve service quality. Findings The study concluded there is influence of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability. There are differences in role ambiguity in the inpatient unit, critical room and the emergency room. Practical implications The quality of service in the hospital can be improved by evaluating the behavior of nurses on the quality of service perceived by the patient. In addition, the necessary improvement of discipline and commitment between physicians and nurses in improving the quality of services at the hospital. Originality/value With this measure, the management of nursing at the hospital can translate patient’s needs into specific plans to produce products and services that bring together the needs of the patient to service quality.

Abstract: With a steep increase in the demand for consumer electronics products, the contemporary manufacturers are committed toward sustainable development of such products There exists a scope for developing a methodology for enabling sustainable development of consumer electronics products In this context, fuzzy quality function deployment (QFD) approach has been presented in this article in order to prioritize relevant customer requirements, sustainability parameters and sustainability initiatives Key influential parameters for sustainable development of consumer electronics products have been identified from the literature In the first phase of fuzzy QFD, parameters influencing sustainable development have been prioritized in accordance with customer requirements In the second phase, environmental design initiatives have been prioritized based on critical sustainability parameters From phase I of fuzzy QFD, ‘reduction in environmental release’ has been found as the most significant sustainability parameter with a crisp value of 2283, and from phase II, environmental impact assessment is proved to be the significant design method with a crisp value of 2040 The methodology would provide a comprehensive understanding to practitioners on the interrelationships among customer requirements, sustainability parameters and environmentally benign initiatives for development of consumer electronic products The generic model developed can be applied to most of the consumer electronics product

Abstract: To be competitive in an increasingly competitive global market with short product life cycles, firms today must perform innovative new product development (NPD) that can fulfil dynamic demands such as quality, performance and cost. Quality function deployment (QFD) has been a popular tool in real-practice applications. However, the conventional QFD has some limitations, such as how to generalize the opinions of multiple decision-makers, how to deal with a huge amount of subjective data, how to complete a large dimensional comparison and how to consider the ambiguity and uncertainty in human decision-making. This research, thus, aims to tackle the problems and develops a comprehensive model. The model integrates QFD with fuzzy set theory and decision-making methodologies, including Delphi method, decision-making trial and evaluation laboratory and analytic network process for implementing NPD project. A case study is carried out for a solar cell manufacturer. The proposed model can help designers s...

Abstract: Purpose The purpose of this paper is to integrate the manufacturing site and network perspectives for the purposes of strategy fulfilment, which has rarely been jointly discussed. By doing this, the site and network perspectives are broken into their constituents and linked to one another. Design/methodology/approach The paper provides qualitative research; it conducts a comprehensive literature review and merges the results with the concept of the quality function deployment to link the relevant dimensions. The developed framework is discussed based on a single case study. Findings The proposed framework relates the network and site perspectives in different dimensions, which range from the strategic dimension to the network and site dimensions. The paper, furthermore, offers the groundwork of developing relationship maps of the site and network capabilities, network configuration and coordination, and the structural and infrastructural dimensions. Research limitations/implications The paper contains a single case study and lacks foundation with a broader data set. Practical implications The results support the decision-making process of the manufacturing network managers who assess, design, and develop their manufacturing networks and attempt to gain transparency by using different levels of analysis. Originality/value The paper is the first attempt to show how the different network and site capabilities contribute to strategy fulfilment, to link the configuration and coordination dimensions of the manufacturing network level, and to link the structural and infrastructural dimensions on the site level. Thus, the authors add to multilevel research in operations management because the authors provide a combined framework for the network- and site-level analysis.

Abstract: This study is the first empirical attempt of how quality function deployment (QFD) can be employed as a service quality design and improvement tool in the lodging industry. It combines two complementary perspectives of managers and customers regarding improving service quality in the lodging industry. This study empirically depicts a case where QFD was employed to design service delivery processes in the lodging industry, taking both customer demands and service provider expert knowledge and opinions. First, the dimensions concerning customer needs and expectations are tangibles, food, the adequate features of rooms and housekeeping, communication and accessibility, assurance and responsiveness, reliability, well-cared spaces, and equipment. Even though QFD has been used in the manufacturing industry, it has rarely been utilised in service design processes in the lodging industry. In this regard, this study has the potential to fill a perceived gap in the literature concerning methods to improve service q...

Abstract: Purpose The purpose of this paper is to explore and describe research presented in the International Journal of Quality & Reliability Management (IJQRM), thereby creating an increased understanding of how the areas of research have evolved through the years. An additional purpose is to show how text mining methodology can be used as a tool for exploration and description of research publications. Design/methodology/approach The study applies text mining methodologies to explore and describe the digital library of IJQRM from 1984 up to 2014. To structure and condense the data, k-means clustering and probabilistic topic modeling with latent Dirichlet allocation is applied. The data set consists of research paper abstracts. Findings The results support the suggestion of the occurrence of trends, fads and fashion in research publications. Research on quality function deployment (QFD) and reliability management are noted to be on the downturn whereas research on Six Sigma with a focus on lean, innovation, performance and improvement on the rise. Furthermore, the study confirms IJQRM as a scientific journal with quality and reliability management as primary areas of coverage, accompanied by specific topics such as total quality management, service quality, process management, ISO, QFD and Six Sigma. The study also gives an insight into how text mining can be used as a way to efficiently explore and describe large quantities of research paper abstracts. Research limitations/implications The study focuses on abstracts of research papers, thus topics and categories that could be identified via other journal publications, such as book reviews; general reviews; secondary articles; editorials; guest editorials; awards for excellence (notifications); introductions or summaries from conferences; notes from the publisher; and articles without an abstract, are excluded. Originality/value There do not seem to be any prior text mining studies that apply cluster modeling and probabilistic topic modeling to research article abstracts in the IJQRM. This study therefore offers a unique perspective on the journal’s content.

Abstract: It is becoming more important to accurately measure the level of quality in services and especially automobile related services such as after sales service. This study aims to generate a survey to measure the service quality in automobile aftersales services, eventually to be called AutoSERVQUAL. The roadmap for this survey generation process starts by examining the service quality measurement scales in literature first and then continues by the adaptation process of SERVQUAL over automobile aftersales customers. Each and every step in survey generation processes is explained starting from expert interviews and finally statistical analyses. Starting with 45 candidate questions, the study offers a 28 item scale that can measure service quality in after sales car services with high reliability. The scale can be extended to cover aftersales services in general for any type of product and also could be used as input to other models such as QFD and MADM. The scale should also be empirically tested in other countries with specific requirements for after sales services.

Abstract: This research had two main objectives. The first research objective was to make the right design of new product according to customer requirements with the implementation of Quality Function Deployment (QFD) in the tire industry. The second research objective was to enhance competitiveness based on the renewal of marketing strategy and consumer needs, non-explosive prohibition, non-slip tires, no bulgy, and competitive prices. The research was carried out by using costumer satisfaction rating by comparing with the competitor companies. Based on calculation using QFD method, it shows that split liner has the highest percentage of technical requirement in tire industry about 30,57%. The second factor is pattern design about 25,98%. Then, the third factor is compound technology about 22,68%. Therefore, the researchers can recommend several strategies for the quality improvement based on customer needs for the tire industry.