Improving Customers Satisfaction through Significance of Technical Attribute in QFD Studies

Zafar Iqbal, Lubna Shoukat, Waheed Muhammad and Rajab Muhammad

Journal of Business and Social Review in Emerging Economies, 2021, vol. 7, issue 2, 415-432

Abstract: Purpose: Quality Function Deployment, (QFD) is a methodology which helps to satisfy customer requirements through the selection of appropriate Technical Attributes (TAs). The rationale of this article is to provide a method lending statistical support to the selection of TAs.& The purpose is to determine the statistical significance of TAs through the derivation of associated significance (P) values.&&Design/Methodology/Approach: We demonstrate our methodology with reference to an original QFD case study aimed at improving the educational system in high schools in Pakistan; and then with five further published case studies obtained from literature. Mean weights of TAs are determined. Considering each TA mean weight to be a Test Statistic, a weighted matrix is generated from the VOCs’ importance ratings, and ratings in the relationship matrix. Finally using R, P-values for the means of original TAs are determined from the hypothetical population of means of TAs.&Findings: Each TA’s P-value evaluates its significance/insignificance in terms of distance from the grand mean. P-values indirectly set the prioritization of TAs.Implications/Originality/Value: The novel aspect of this study is extension of mean weights of TAs, to also provide P-values for TAs. TAs with significant importance can be resolved on priority basis, while other can be fixed with appropriateness.

Keywords: Hypothetical Population; Relationship Matrix; Voice of Customers Rating; House of Quality; Quality Function Deployment (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:src:jbsree:v:7:y:2021:i:2:p:415-432

DOI: 10.26710/jbsee.v7i2.1706

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