Customer satisfaction quality function deployment
Through listening to the voice of the customer, quality function deployment (QFD) is a systematic methodology for quality improvement and product development. The quality of a product or service is ultimately judged in terms of customer satisfaction. Customer satisfaction benchmarking can help decision makers identify areas for improvement, make strategic decisions, and set targets on desired satisfaction performance. Thereof, the figure above shows the house of quality of the marker/pen from subjected products.
The figure shows the customer needs; laser pointer, flashlight, OTG flash drive, I.D sling and the marker, in the multipurpose marker/pen. This list of demands is the bases of the technical features of the marker/pen. It also shows the engineering requirements; range, illumination, capacity, compartment, flexibility, material quality, and selling price. In this it is how the researchers adjust to the needs of the customer through the technical features.
The roof of the HOQ is the relationship of the HOW’S, it will tell how it satisfy the customer between the two engineering requirements (technical characteristics) shown. The importance column is where the different customer wants is being categorized from 10 to 6, where 10 is the marker, since it is the most importance feature of the product and 6 is the i.d. Sling. The importance rating is based from the esc of table 2. Customer Satisfaction Coefficient. The customer competitive assessment is the comparison between the project to the existing products in the market given it to its highest possible critic.
Understanding customer perceptions is essential to remain competitive nowadays. Customer satisfaction degree to the current product is the customer perception showing how well it meets the customer’s wants and needs. Determining the major critical points of the HOQ it can then be evaluated through the side by side comparison. The roof part of the HOQ is designated by four shapes; five-array star, four-array star, eight-array star and a crescent moon, with each has equal status. two engineering requirements are compared side-by-side to determine the interrelationship of the technical characteristics, in example illumination is strongly negative to flexibility since it has no relationship in adjusting to each other. By identifying each focal point of two technical characteristics it can now determine which should be aligned with relationship to the customer requirements (voice of customer) and the quality characteristics (voice of the company/designer). In the figure 4. It is identified with three ranking system; solid circle, circle and a square with its corresponding ranking value. It is done by comparing the customers’ requirements to the engineering requirements and placing the rank value shape to its intersection. In example flashlight has relationship to the luminance therefore it is marked by the researchers as strong rank since it has direct affiliation to each other. If the two compared requirements have no direct nor indirect relation then it leaves as blank since it will not help the decision making of the techno pen.
In customer competitive assessment it is then rank in accordance to the benchmarked products (competitors’ product), given five as highest possible attainment and one as lowest. In laser pointer it is marked 4 since the competitors’ product and the techno pen (our product) has same specification that must be in the desired range for pointing objects and without burning. after the comparison, it is then prioritized on which customer requirements the researchers needs to focus, in this case it is the marker, the OTG and the laser pointer which are all connected to the mission of the techno pen.