产品质量分析(QFD):客户声音生产优质服务(印尼铁路案例研究)

Media Riset Bisnis & Manajemen Pub Date : 2020-10-30 DOI:10.25105/MRBM.V3I2.8102

Sabihaini Sabihaini, Andik Yulianto

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引用次数: 0

摘要

OFD分析在工业制造中的应用强调矩阵法的应用。另一方面，服务部门的QFD分析正在利用服务质量(连续)维度和QFD本身的结合。这种结合将产生服务质量之家(HOSQ)方法的结果。通过构建质量之家进行QFD分析，发现大多数消费者属性被认为是重要的和最重要的。

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ANALISIS QUALITY FUNCTION DEPLOYMENT (QFD) : THE VOICE OF CUSTOMER UNTUK MENGHASILKAN KUALITAS JASA (Studi kasus pada PT. Kereta Api Indonesia)

OFD analysis applied in industrial manufacture is emphasizing the use of matrix approach. On the other hand, QFD analysis in the service sectors is utilizing the combination of Service Quality (Serqual) Dimensions and QFD itself. This combination will come up with a result of a House of Service Quality (HOSQ) Approach. Based on the result of QFD analysis by con- stucting the House of Quality, it was found that mostof the consumer attributes concemed as importantand mostimportant.

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Media Riset Bisnis & Manajemen

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