Customer-driven Process Improvement in a Shipping Line Company
Business operations can be broken down into development phases which require multiple business functions and processes to make a new product or service a reality. Success in one customer-driven design process is not sufficient unless every other phase of the operations is analyzed from a customer expectations point of view. That way, successful process can take root within an organization. Quality Function Deployment (QFD), a known requirements analysis technique for service/product design, can be also useful for redesign or reengineering business operations and processes. Despite the increasing studies being focused on QFd applications in service processes nowadays, there is a lack of literature explaining the application of the QFD in shipping industry. The main scope of this study is to analyze the operations of a commercial shipping line company to identify improvement opportunities. This paper reports a detailed requirements model of the operation process and improvement areas based on a gemba analysis of internal customers and critical incident reports by external customers.
Process Improvement Requirement Analysis Modern QFD Shipping Line Industry Customer Voice Table Mazimum Value Table
Aysun Kapucugil Ikiz Guzin Ozdagoglu
Dokuz Eylul University Faculty of Business, Kaynaklar Yerleskesi Tinaztepe 35160 Buca - Izmir - TURKEY
国际会议
The 14th International Symposium on Quality Function Deployment(第14届国际质量功能展开研讨会)
北京
英文
396-415
2008-09-25（万方平台首次上网日期，不代表论文的发表时间）