نوع مقاله : مقاله پژوهشی

نویسندگان

1 گروه مدیریت ، واحد دهاقان، دانشگاه آزاد اسلامی ، دهاقان، ایران.

2 گروه مهندسی صنایع، کیفیت و بهره وری، واحد دهاقان، دانشگاه آزاد اسلامی ، دهاقان، ایران.

10.22105/imos.2021.290167.1114

چکیده

هدف: در دنیای امروز، با توجه به پیشرفت روزافزون جهان در زمینه‌های مختلف، به همان نسبت نیازها و خواسته‌های مشتریان در بهبود کیفیت خدمات و کالاهای مصرفی افزایش‌یافته است. این نیازها که به‌صورت تلویحی و تصریحی بروز می‌کند، در تمام زمینه‌ها در واحدهای صنعتی، رشد قابل‌توجهی یافته است. از طرفی دیگر، سازمان‌هایی که درصدد برآورده ساختن انتظارات و نیازهای مشتری می‌باشند، ناگزیر از به‌کارگیری ابزار و سیستم‌هایی هستند که آن‌ها را در انجام این امر یاری ‌کند که گسترش عملکرد کیفیت یکی از مهم‌ترین این ابزارهاست.
روش‌شناسی پژوهش: این پژوهش بر آن است تا نیازهای مشتریان (واحدهای صنعتی شهرک صنعتی رازی) را با استفاده از روش پرسشنامه و تکنیک ترکیبی روش گسترش عملکرد کیفیت و دیمتل فازی ارزیابی کند. جامعه آماری این پژوهش شامل شرکت خدماتی در شهرک صنعتی رازی است. با استفاده از فرمول کوکران 120 شرکت به‌عنوان نمونه انتخاب و پرسشنامه‌ی اولویت‌بندی نیازها برای آن‌ها ارسال گردید.
یافته‌ها: بر اساس نتایج پژوهش 64 نیاز از سوی شرکت‌های صنعتی مستقر در شهرک شناسایی شد که نیاز به آب آشامیدنی و صنعت در اولویت اول قرار گرفت. سپس 8 خدمت یا الزام فنی توسط این شرکت شناسایی شد و روابط بین نیازمندی‌های مشتریان و الزامات فنی خدمات توسط خانه کیفیت تعیین گردید که اخذ هزینه‌های مشترک موضوع ماده (8) آئین‌نامه اجرائی قانون نحوه واگذاری مالکیت و اداره امور شهرک‌های صنعتی به‌عنوان اولین اولویت خدمات تعیین شد.




اصالت/ارزش‌افزوده علمی: تکنیک گسترش عملکرد کیفیت ابزاری مهم جهت ترجمه صدای مشتری و لحاظ کردن خواسته‌ها و نیازهای آن‌ها و همچنین اولویت‌بندی الزامات فنی تولید به شمار می‌رود که برای نخستین بار در این پژوهش مورد استفاده قرار گرفت.

کلیدواژه‌ها

عنوان مقاله [English]

Assessing customer needs using hybrid technique including QFD and DEMATEL in fuzzy conditions, (Case Study: Service Company RAZI Industrial Town: Industrial Town Corporation Isfahan Province)

نویسندگان [English]

  • Seyed Mohammad Reza Davoodi 1
  • Mohammad Ebrahim Khatami 2

1 Department of Management, Dehaghan Branch, Islamic Azad University, Dehaghan, Iran.

2 Department of Industrial Engineering, Dehaghan Branch, Islamic Azad University , Dehaghan, Iran.

چکیده [English]

Purpose: In today's world, due to the increasing progress of the world in various fields, the needs and wants of customers in improving the quality of services and consumer goods have increased. These needs, which occur implicitly and explicitly, have grown significantly in all areas in industrial units. On the other hand, organizations that seek to meet customer expectations and needs are forced to use the tools and systems that they have. To help achieve this, quality performance enhancement is one of the most important tools.
Methodology: This study intends to evaluate the needs of companies using a questionnaire and a combination of quality performance and fuzzy dimmeter. The statistical population of this research includes service companies in Razi industrial town. Using Cochran's formula, 120 companies were selected as a sample and a needs prioritization questionnaire was sent to them.
Findings: Based on the results of the research, 64 needs were identified by the company that the need for drinking water was the first priority. Then, 8 services or technical requirements were identified by this company and the relations between the needs of the customers of Razi Industrial City Service Company were determined by the Quality House. Service priority was set.
Originality/Value:  Quality performance enhancement technique is an important tool for translating the customer's voice and considering their wants and needs, as well as prioritizing the technical requirements of production, which was used for the first time in this study
 

کلیدواژه‌ها [English]

  • Customer evaluation
  • QFD
  • fuzzy Dematel
  • Quality house matrix
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