基于客户需求的QFD技术在电子学习中的质量管理应用(以伊朗某大学为例)

F. Eftekhar, S. Mansouri, S. Heidarnia
{"title":"基于客户需求的QFD技术在电子学习中的质量管理应用(以伊朗某大学为例)","authors":"F. Eftekhar, S. Mansouri, S. Heidarnia","doi":"10.1109/ICELET.2012.6333364","DOIUrl":null,"url":null,"abstract":"Service offering according to customer needs with the aim of customer satisfaction is considered as the first factor in quality improvement and product (service) design. Quality management is a developing system which provides a set of “Procedures”,” Tools” and “Training Methods” for the management. For instance, QFD technique (Quality Function Deployment) is one method on which this paper is based. This paper shows how an e-University can translate the customer`s voice into technical requirements in order to deliver high quality program and service in e-Learning. In this regard, by selecting a target community from among undergraduate and postgraduate students in the investigated university, their needs were extracted through interviews with focus groups. Then they were categorized under three categories by the technical team: 1e-Learning system 2e-content and 3Virtual(online) classes, In the next step, technical requirements corresponding with each need were identified by QFD team and finally, by creating the House of Quality and QFD techniques, some Solutions (Technical Requirements) which lead to the most customer satisfaction were identified. In fact, the result of this research will allow the managers to identify and prioritize technical requirements in three areas (eLearning system, e-Content and Virtual class) with regard to financial resources limitations, technological possibilities and the importance of customer needs, along with the aim of reaching the highest level of customer satisfaction.","PeriodicalId":275582,"journal":{"name":"6th National and 3rd International Conference of E-Learning and E-Teaching","volume":"1 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2012-10-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"7","resultStr":"{\"title\":\"The application of quality management in e-learning, by QFD technique and based on customers' needs (A case study in an Iranian University)\",\"authors\":\"F. Eftekhar, S. Mansouri, S. Heidarnia\",\"doi\":\"10.1109/ICELET.2012.6333364\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Service offering according to customer needs with the aim of customer satisfaction is considered as the first factor in quality improvement and product (service) design. Quality management is a developing system which provides a set of “Procedures”,” Tools” and “Training Methods” for the management. For instance, QFD technique (Quality Function Deployment) is one method on which this paper is based. This paper shows how an e-University can translate the customer`s voice into technical requirements in order to deliver high quality program and service in e-Learning. In this regard, by selecting a target community from among undergraduate and postgraduate students in the investigated university, their needs were extracted through interviews with focus groups. Then they were categorized under three categories by the technical team: 1e-Learning system 2e-content and 3Virtual(online) classes, In the next step, technical requirements corresponding with each need were identified by QFD team and finally, by creating the House of Quality and QFD techniques, some Solutions (Technical Requirements) which lead to the most customer satisfaction were identified. In fact, the result of this research will allow the managers to identify and prioritize technical requirements in three areas (eLearning system, e-Content and Virtual class) with regard to financial resources limitations, technological possibilities and the importance of customer needs, along with the aim of reaching the highest level of customer satisfaction.\",\"PeriodicalId\":275582,\"journal\":{\"name\":\"6th National and 3rd International Conference of E-Learning and E-Teaching\",\"volume\":\"1 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2012-10-18\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"7\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"6th National and 3rd International Conference of E-Learning and E-Teaching\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1109/ICELET.2012.6333364\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"6th National and 3rd International Conference of E-Learning and E-Teaching","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/ICELET.2012.6333364","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 7

摘要

在质量改进和产品(服务)设计中,以顾客满意为目标,根据顾客的需要提供服务被认为是首要因素。质量管理是一个不断发展的体系,它为管理层提供了一套“程序”、“工具”和“培训方法”。例如,QFD技术(质量功能部署)是本文所基于的一种方法。本文展示了电子大学如何将客户的声音转化为技术需求,从而在电子学习中提供高质量的课程和服务。为此,从被调查大学的本科生和研究生中选择目标群体,通过焦点小组访谈提取他们的需求。然后由技术团队将它们分为三类:电子学习系统、电子内容和虚拟(在线)课程。在下一步,与每种需求相对应的技术需求由QFD团队确定,最后,通过创建质量之家和QFD技术,确定了一些导致最客户满意度的解决方案(技术需求)。事实上,这项研究的结果将允许管理者识别和优先考虑三个方面的技术需求(电子学习系统,电子内容和虚拟类),关于财政资源限制,技术可能性和客户需求的重要性,以及达到客户满意度的最高水平的目标。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
The application of quality management in e-learning, by QFD technique and based on customers' needs (A case study in an Iranian University)
Service offering according to customer needs with the aim of customer satisfaction is considered as the first factor in quality improvement and product (service) design. Quality management is a developing system which provides a set of “Procedures”,” Tools” and “Training Methods” for the management. For instance, QFD technique (Quality Function Deployment) is one method on which this paper is based. This paper shows how an e-University can translate the customer`s voice into technical requirements in order to deliver high quality program and service in e-Learning. In this regard, by selecting a target community from among undergraduate and postgraduate students in the investigated university, their needs were extracted through interviews with focus groups. Then they were categorized under three categories by the technical team: 1e-Learning system 2e-content and 3Virtual(online) classes, In the next step, technical requirements corresponding with each need were identified by QFD team and finally, by creating the House of Quality and QFD techniques, some Solutions (Technical Requirements) which lead to the most customer satisfaction were identified. In fact, the result of this research will allow the managers to identify and prioritize technical requirements in three areas (eLearning system, e-Content and Virtual class) with regard to financial resources limitations, technological possibilities and the importance of customer needs, along with the aim of reaching the highest level of customer satisfaction.
求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
自引率
0.00%
发文量
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:604180095
Book学术官方微信