QFD与航空运输服务设计

作为一个以顾客需求为基础、并将这种需求转化为不同阶段各种技术要求的系统,质量功能展开(QFD)在服务设计中起着越来越重要的作用.应用QFD,从顾客需求出发构建质量屋,并针对当前航空运输服务中的实际问题,探讨了在各个阶段对航空运输服务的全新设计.     

质量功能展开(QFD)在服务业中的应用研究

作为一种著名的设计方法,质量功能展开(QFD)已经在工业生产中获得了成功,但是在服务业中的应用经验还不是很多。本文就质量功能展开(QFD)在服务业中的应用提出了一套实现流程,并在文章结尾处结合实例对其应用进行了阐述。     

在Excel表格内的质量功能展开

本文论述了在Excel中进行质量功能展开的方法与步骤,并结合实例进行较详细的说明.本文论述的方法与质量屋相比,在某种程度上更具有优越性.     

基于QFD的军队院校教学设计

本文从分析部队信息化建设对人才质量的现实要求入手，遵循QFD即“质量功能展开”的原则，构建两层“质量屋”模型。通过对模型的分析及关系矩阵的计算，将部队的质量要求转化为可控制的教学实施要素，帮助管理人员在教学计划中权衡、优化。     

企业质量控制系统的应用

论文对质量控制的发展进行了分析,指出了当前全面质量控制的巨大作用。然后把全面质量控制拓展到信息化相结合的全面质量控制系统,站在一个统一的高度论述了企业质量控制的应用问题。     

论人力资源质量和价值的确定

人力资源是一个企业乃至整个社会最为重要的资源,其质量的高低和价值的大小也直接影响到了一个企业的和谐发展。因此,对企业中的人力资源的质量和价值的评定就有了尤为重要的现实意义。本文通过对人力资源质量和价值的简单介绍,简要的分析两者之间的关系,从而说明对人力资源价值的确定。     

基于跨组织学习视角的供应链质量管理

笔者利用内部组织间的竞争优势关系图,证实了学习驱动的相关活动会对买家供应商表现成果产生影响;通过聚焦于影响供应链关系质量的关键活动,拓展了供应链中的质量概念。结果表明,质量管理活动有利于合作学习和提高组织间的学习过程。从供应链层面上说,质量管理活动提高了供应链满意度,提升了供应链的表现。此外,对买卖关系中的质量活动进行阐述,并针对供应链质量管理中一些活动进行了验证和介绍。     

层次分析法在质量功能展开中的应用

本文对质量功能展开与层次分析法的相似与差异之处进行了分析,指出了运用层次分析法进行质量功能展开的有关分析步骤,阐明了几个有关问题。     

SPC系统与企业ERP的集成与应用

统计过程控制(Statistical Process Control,SPC)作为质量管理的重要工具,对生产过程的质量信息具有重要的分析与预测作用,企业资源计划(ERP)体现了当今最先进的企业管理理念。本文介绍了统计过程控制(SPC)与企业ERP质量系统的结合应用,既给SPC分析提供了丰富的数据,也弥补了ERP对质量数据分析的不足。     

光刻设备安装过程的的质量控制研究

质量是一切企业求发展的根本,许多企业都进行ISO9000贯标;建立企业的质量体系,它包括质量管理的所有要素。在半导体行业中,每一秒的盈利都相当可观,如何控制半导体行业的工程质量,成为了企业发展过程中的难题。本文旨在应用质量管理的理论和方法,依据光刻设备的安装过程来探索适合半导体行业的质量控制体系。文章首先介绍了全面质量管理的优势以及企业建立全面质量管理体系所应做的基础工作,接下来提出质量管理的控制模型,最后以设备安装过程中的实例来验证所提出理论和方法的有效性。     

ADAPTING THE QFD APPROACH TO EXTENDED SERVICE TRANSACTIONS

This paper proposes an adaptation of quality function deployment (qfd) for services, more specifically extended service transactions. We propose two modifications to service applications of Qfd. One is the inclusion of higher-level customer needs (consequences, benefits, experiences, and personal values) to incorporate the experiential and personal nature of extended service transactions into the process. The second modification is to use customers' knowledge and expertise regarding service production and delivery as input beyond the house of quality. An interviewing method is proposed for a comprehensive assessment of customer needs at multiple levels. Results from an empirical application of this technique to luxury business hotels support the proposed modifications to Qfd to increase its potential for application to services.     

A structured methodology to implement judiciously the right JIT tactics

In order to enhance the competitiveness and efficiency of manufacturing operations, many companies arc looking at implementing key strategic technologies. Two of the most predominant programs are ‘just-in-time’ and ‘synchronous organizations’. However, their impacts on improving quality and reducing time-to-market have been mixed. It is not very clear why, in some cases, results are poor, when in a similar situation, programmes have proved to work well. There are conflicting reasons reported for such a discrepancy. Some have argued that during J IT implementation either a right mix of tactics was not selected at the outset or the process was not carefully monitored to see whether a mid-course correction or change in tactics was necessary. In order to (a) protect the manufacturing and strategic teams from making the same/similar mistakes and (b) sustain a series of successful activity throughout during the strategic implementation cycle, this paper outlines a structured methodology. The method utilizes a matrix-based procedure to dynamically (over time) measure the effectiveness of a line of JIT tactics against the organization's principles and objectives. The operating procedure suggests first (a) using a method for monitoring the changing conditions of market and business and then (b) using the metrics to guide the management with a new line of tactics that might have better impact on the newly aligned company goals. In an effort to help managers and engineers decide on a proper line of tactics to implement JIT, a line of JIT quality matrices (JQM) is developed. JQM provides a framework to guide group managers to ‘plan, pick and choose’ a set of effective JIT techniques. An approach similar to quality function deployment (QFD) is used to generate the JIT house and their corresponding JQM matrices. With the JQM-based structured methodology, managers can design the best line of JIT strategy blended with JIT theory and adapted to the manufacturing environments in which it is expected to operate.     

Escape from organizational nihilism: Leadership core values for Business Excellence

An earlier contribution to this journal focused on Leadership for Business Excellence, as reflected in business and performance excellence models which provide the criteria for various international quality prizes. Consideration of leadership in such models is bent toward competencies and their deployment and, also, to involvement in non-delegable activities deemed critical to the organization's competitive position. Herein a leadership core value set is developed, deployment of which can contribute to systemic leadership throughout the organization. Two subsequent contributions to this journal will examine leadership core value deployment and assessment of Leadership for Business Excellence.     

Does applying design thinking result in better new product concepts than a traditional innovation approach? An experimental comparison study

Both practitioners and researchers have developed various approaches to support product development teams in their creative process of generating new and valuable product concepts. A key concern of all innovation approaches is to translate the needs, wants and aspirations of users and customers into product and service solutions that match the underlying needs. Many existing innovation approaches focus predominantly on the translation process itself by providing support for aggregating data and making trade-off decisions between user preferences traceable. For that reason, we label these approaches user preference-driven. In contrast, over the last two decades, design thinking (DT) has emerged as an approach that assumes knowledge of user needs information to be fuzzy and unreliable; it addresses this challenge by focusing on developing user experiences through empathic in-depth user research and iterative prototyping. Consequently, we label approaches such as DT user experience-driven. Although DT has generated particular interest among both practitioners and educators, the academic literature investigating the usefulness of DT remains scarce. To help close this gap, we study the performance implications of applying DT processes and tools in terms of new product concept creativity relative to applying a traditional innovation approach. Using an experimental design and collecting quantitative data from 53 teams and their projects, we find that teams applying DT outperform the control group that applies an alternative innovation approach, namely quality function deployment (QFD), in terms of the feasibility, relevance and specificity of concepts, but not the novelty. We discuss the implications of our findings for theory and practice.     

An innovation knowledge game piloted by merger and acquisition of technological assets: A case study

Mergers and Acquisitions (M&A) play a significant role in technological strategic deployment. This case study describes a methodology applying two-stage grey decision-making to help businesses recognize the role of technology in creation of wealth to acquire opportunities for technology push. The study results show that the application can effectively assist corporations in controlling selection of technological assets and tailor a technological asset investment mode for them.     

Hoshin Kanri: Implementing the Catchball Process

Involving employees in strategy deployment is an active topic of strategic management, but has been difficult to achieve in western companies. The methodology known as Hoshin Kanri has proved an effective strategy deployment process in Japan where it has been extensively applied for integrating strategy and Total Quality Management (TQM), but its adoption in the West has been low, except for a few innovatory companies. The application of Hoshin Kanri relies on a process called “catchball” to gain consensus on the deployment of Hoshin targets and measures in a team environment. This paper presents a process design based on an adaptation of the Delphi technique for the effective implementation of catchball, to reinforce the link between the corporate strategy and annual planning cycle. The catchball process described was implemented at the Rover Group, a UK-based automotive company, to develop the company's quality strategy based on Hoshin Kanri principles.     

虚拟企业基于质量功能配置的多功能质量小组选配

多功能质量小组是虚拟企业质量保证的基本组织结构,它以产品对象为核心动态组建,以产品全生命周期质量管理作为中心职责。为了组建满足顾客需求的多功能质量小组,利用扩展的质量功能配置模型建立顾客需求到质量职能单元的映射,并由此建立多功能质量小组选配整数规划模型,从而实现了虚拟企业多功能质量小组的优化配置。     

Sourcing Information Security Operations: The Role of Risk Interdependency and Competitive Externality in Outsourcing Decisions

Firms are increasingly outsourcing information security operations to managed security service providers (MSSPs). Cost reduction and quality (security) improvement are often mentioned as motives for outsourcing information security, and these are also the frequently cited reasons for outsourcing traditional information technology (IT) functions, such as software development and maintenance. In this study, we present a different explanation—one based on interdependent risks and competitive externalities associated with IT security—for firms' decisions to outsource security. We show that in the absence of competitive externalities and interdependent risks, a firm will outsource security if and only if the MSSP offers a quality advantage over in‐house operations, which is consistent with the conventional explanation for security outsourcing. However, when security risks are interdependent and breaches impose competitive externalities, although firms still have stronger incentive to outsource security if the MSSP offers a higher quality in terms of preventing breaches than in‐house management, a quality advantage of MSSP over in‐house management is neither a prerequisite for a firm to outsource security nor a guarantee that a firm will. In addition to MSSP quality, the type of externality (positive or negative), the degree of externality, whether outsourcing increases or decreases risk interdependency, and the breach characteristics determine firms' sourcing decisions. When security breaches impose a positive externality, the incentive to outsource is enhanced if the MSSP decreases the risk interdependency and diminished if the MSSP increases this interdependency. A negative externality has the opposite effect on firms' incentives to outsource. A high demand spillover to a competitor, together with a high loss in industry demand because of a security breach, enhances these incentives to outsource security operations when the externality is negative. Finally, we extend our base model in several dimensions and show that our main results regarding the impact of interdependent risks and competitive externalities on sourcing decisions are robust and generalizable to different specifications.     

Total quality function deployment in a rubber processing company: a sample application study

Quality function deployment (QFD) is one of the techniques that have dominated the total quality management (TQM) field over the past four decades. Although several case studies have reported its benefits, recent researchers have prescribed improved versions of QFD. On the same lines, this paper proposes a new model called the total quality function deployment (TQFD) and brings to light how the lack of totality and simplicity in traditional QFD can be overcome by TQFD. The sample application study of TQFD done in an Indian rubber processing company has been presented in detail. In the conclusion the responses of practising professionals are described which favour the feasibility of practical implementation of TQFD.