Quality Function Deployment Method for Selection of Effective Management Tools on Setting EFQM Model

Subject Areas : Business Strategy

Seyed Masoud Seyedi ¹ , Maryam Yeganeh ² , Seyed Amin Nazem Sadat Arsenjani ³

1 - Department of Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran
2 - Department of Electronic and Computer, Tabriz University, Tabriz, Iran
3 - Tax Affairs Office of Fars Province, Fars, Iran

Received: 2014-09-01 Accepted : 2014-11-01 Published : 2015-10-01

Keywords: Management tools, european foundation for quality management( EFQM), quality function deployment(QFD), fuzzy analytic hierarchy process(FAHP), symmetrical triangular fuzzy numbers(STFNs),

Abstract :

Using the effective management tools that are relevant tothe organization’s needs for excellence has become so important for thecompanies to improve their performances and then increase customersatisfaction and gain market shares. Quality function deployment is anefficient and powerful tool in design, development, and planning of products.The main function of quality function deployment is conversion ofVOC (voice of customer) to technical characteristics (here organizationsupposed as customer). This study propose a 9-step HOE(House Of Excellence)model, which is basically a QFD model, and present the useof symmetrical triangular fuzzy numbers(STFNs) to reflect the vaguenessin 30 experts’ linguistic assessments. The model of this research has been tested by means of a real case (Joundy Shapoor Company),finding the relationship between 15 categories of management tools withfive EFQM enabler criteria based on the quality function deploymentapproach to determine for Joundy Shapoor Company the effective managementtools to reach excellence. And also the test of the hypothesis ofthis research has been done by using spearman correlation coefficient.