Greener Journal of Business and Management Studies Vol. 2 (1), pp. 022-030, January 2012
ISSN: 2276-7827 © 2011 Greener Journals
Customers and Services Receivers Requirements in World Class Organizations.
Nasser Fegh-hi Farahmand
Department of Industrial Management, Tabriz Branch, Islamic Azad University, Tabriz, Iran
With the rise in the standard of living, resulting from increased factory productivity changes in the needs and demands of the population. House of Quality (HOQ) has been widely used to translate Customers & Services Receivers (C&SR) requirements to a Products & Services (P&S) technical attributes. Products & Services have emerged as the fastest growing component of international trade.
Correctly rating the importance of every C&SR requirement is essential to the HOQ process because it will largely affect the final target value of a P&S technical attributes. This paper proposes a new C&SR requirements ranking method that considers organizations information. In today’s environment, there are usually several P&S to fulfill certain functions. The success of a P&S depends not only on whether it meets the C&SR requirements, but also on how it compares with other organizations P&S. Most previous methods focus only on the C&SR perspective, and ignore the organizational environment. In according with the research methodology that was literature review, the proposed method considers social position, current performance and C&SR viewpoint to produce the ratings.
Keywords: House of quality, customer & service receiver requirement, organizational environment, world class organization.
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