Evaluating the Knowledges of Customers in Knowledge Management by Using Quality Function Development (QFD) Method and Quantitative strategic planning matrix (QSPM) in Automobile Industry
Subject Areas : policy making
کامران جمالی فیروزآبادی
1
(
گروه مهندسی صنایع، دانشگاه آزاد اسلامی واحد فیروزکوه، فیروزکوه، ایران
)
غزاله اکباتانی
2
(
کارشناس ارشد مهندسی صنایع، دانشگاه آزاد اسلامی واحد فیروزکوه، فیروزکوه، ایران
)
Keywords: Quality function development method, QUANTITATIVE STRATEGIC PLANNING MATRIX, Management of customer knowledge,
Abstract :
Customer is the axis of organizations' activities and the mission of all modern organizations is based on the customer. Quality as a concern and concept of management is defined in relation to customer satisfaction. Regarding the common purpose of customer knowledge management and quality function development technique, this research is to evaluate automobile industry emphasizing the types of customer knowledges to analyze and investigate QFD method in customer satisfaction using Matrices to assess external factors (EFEM) to evaluate internal factors (IFEM). Quantitative Strategic planning (QSPM) has lead to create a significant relation between QFD and each of the following matrices and eventually QSPM. Finally, according to the results acquired EFEM، IFEM and total attractiveness of each customer will use the result of QSPM. This matrix is to identify and acquire any type of customer knowledge used in each stage of QFD that is the result of applying Quality Function Deployment (QFD) and Quantitative Strategic Planning Matrix (QSPM) to determine customers knowledge explained in Knowledge Management. Determining the type of customer knowledge management in each stage of QFD is also provided that is the ability to manage customer knowledge in organization. A database is created between the respective units reducing the time and labor experts. This study is conducted in two parts including theoretical and field. Theoretical part is based on library studies and in the field through non-structured interviews.