Developing a Multiple-customer-needs-based Revised QFD Technique Using Mitchell’s Stakeholder Theory

• Main Authors: Wan-Hong Chen, 陳萬紘
• Other Authors: Chang-Hsi Yu
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/13061935953993532827

碩士 === 育達商業技術學院 === 企業管理所 === 96 === The objective of this paper is to develop a multiple-customer-needs-based revised QFD technique by using Mitchell’s stakeholder theory. In responding to this enhanced competition, enterprises increasing recognize that customer satisfaction is crucial for success. QFD is a well-established technique on developing standard operational procedures to meet customers’ needs. However, most studies have been restricted to satisfy single customer needs. To fulfill this purpose, a multiple-customer-needs-based revised QFD technique is proposed in this study by using Mitchell’s stakeholder theory. This revised QFD technique involves a three-stage of multiple-customers’ needs development. In order to demonstrate how the proposed technique works, an empirical case study is conducted. A policy analysis for the no.5 national highway construction in Taiwan is chosen as the subject of the empirical case study.