Skip to main content
SpringerLink
Log in

Applying fuzzy quality function deployment to identify service management requirements for customer quality needs

  • Original Paper
  • Published:
Quality & Quantity Aims and scope Submit manuscript

Abstract

In this paper a fuzzy quality function deployment to identify service management requirements for customer quality needs is developed. First, customer quality needs with importance degree have been investigated followed by development of service management requirements for satisfying the observed customer quality needs. Furthermore, construct a fuzzy relation matrix to link service management requirements and customer quality needs based on cross-functional expertise. The aggregated fuzzy assessments of various service management requirements are ranked to determine their importance priority. Finally, an empirical study for identifying the service management requirements for customer quality is used to demonstrate the proposed approach.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Similar content being viewed by others

References

  • Andersson R.: QFD-ett system for effektivare product framtagning. Studentlitteratur, Lund, Sverige (1991) (In Swedish)

    Google Scholar 

  • Bergman B., Klevsjo B.: Quality from Customer Needs Satisfaction. McGraw-Hill, Lodon (1994)

    Google Scholar 

  • Bortolan G., Degani R.: A review of some methods for ranking Fuzzy subsets. Fuzzy Sets Sys. 15, 1–19 (1985)

    Article  Google Scholar 

  • Chang P.L., Chen Y.C.: A fuzzy multi-criteria decision making method for technology transfer strategy selection in biotechnology. Fuzzy Sets Syst. 63, 131–139 (1994)

    Article  Google Scholar 

  • Chen S.H.: Ranking fuzzy numbers with maximizing set and minimizing set. Fuzzy Sets Syst. 17, 113–129 (1985)

    Article  Google Scholar 

  • Chen S.H., Hsieh C.H.: Representation, ranking, distance, and similarity of L-R type fuzzy number and application. Aust. J. Intell. Process. Sys. 6(4), 217–229 (2000)

    Google Scholar 

  • Choobineh, F., Li, H.: A new index for ranking fuzzy numbers. In: Proceeding of International Symposium on Uncertainty Modeling and Analysis, pp. 387–391, IEEE Computer Press (1990)

  • Dias O.P.: Ranking alternatives using fuzzy numbers—a computational approach. Fuzzy Sets Syst. 56, 247–252 (1993)

    Article  Google Scholar 

  • Dubois D., Prade H.: Operations on fuzzy numbers. Int. J. Syst. Sci. 9, 613–626 (1978)

    Article  Google Scholar 

  • Kim K., Park K.S.: Ranking fuzzy numbers with index of optimism. Fuzzy Sets Systems. 35, 143–150 (1990)

    Article  Google Scholar 

  • Komer V., Zimmermann H.: Management of customer relationship in business media—the case of the financial industry. EM—Electron. Mark. 10, 3 (2000)

    Google Scholar 

  • Liou T.S., Wang M.J.J.: Ranking fuzzy numbers with integral value. Fuzzy Sets Syst. 50, 247–255 (1992)

    Article  Google Scholar 

  • Liang G.S., Wang M.J.: A fuzzy multi-criteria decision-making method for facility site selection. Int. J. Prod. Res. 29(11), 2313–2330 (1991)

    Article  Google Scholar 

  • Yager R.R.: A procedure for ordering fuzzy subsets of the unit interval. Inf. Sci. 24, 143–161 (1981)

    Article  Google Scholar 

  • Zadeh L.A.: Fuzzy sets. Inf. Control. 8, 338–353 (1965)

    Article  Google Scholar 

  • Zadeh, L.A.: The concept of a linguistic variable and its application to approximate reasoning, part 1, 2 and 3. Inf. Sci. 8, 199–249 (1975); 9, 43–58 (1976)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Department of Shipping and Transportation Management, National Taiwan Ocean University, Keelung, 200, Taiwan, ROC

    Gin-Shuh Liang

Authors
  1. Gin-Shuh Liang
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Gin-Shuh Liang.

Rights and permissions

Reprints and permissions

About this article

Cite this article

Liang, GS. Applying fuzzy quality function deployment to identify service management requirements for customer quality needs. Qual Quant 44, 47–57 (2010). https://doi.org/10.1007/s11135-008-9178-7

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s11135-008-9178-7

Keywords

Search

Navigation