Using Quality Function Deployment in Operational Planning - A Case of Study in a Marble Company

• Main Authors: Marjorie Mateo, 馬婕莉
• Other Authors: Hen-Yi Jen
• Format: Others
• Language: en_US
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/gm95ca

碩士 === 元智大學 === 工業工程與管理學系 === 107 === In a highly competitive marble industry, companies must try to differentiate themselves from their competitors by adopting strategies that aim to satisfy their customers. Today the satisfaction of the customers is becoming more and more difficult to achieve. This is because today's customers are not only demanding quality materials, but also seeking to receive an efficient service. Nowadays, efficient operating processes have become the key to success towards good service, therefore also in customer satisfaction. In order to achieve a good service, it is indispensable to have a deeply knowledge on customer’s needs and to be aware that the operating processes of a company are working efficiently, resulting in a memorable experience for the consumer. To foster the competitive thought in the marble industry, in this study, a framework that links several techniques in order to carry out the development of a new proposed model of Quality Function Deployment in Operational Planning was proposed. This model seeks to improve the service of companies where the requirements and suggestions of their customers are based on the way they operate their processes. This study includes an application of this proposed framework and model in the mining sector. The results show that with the integration of customer requirements and operational strategies into the QFD in operational planning, many areas of improvement can be identified within companies. Within these areas are production, warehousing, Dispatch, quality, etc.