PRESENTING A GOOD MODEL TO IMPROVE QUALITY BY COMBINING BSC, QFD MODELS AND MULTI-VARIATE DECISION MAKING (CASE STUDY: AFTER SALE COMPANY OF GOLD IRAN CUSTOMERS COMPANY)

Mehdi Hasanlou, Saeed Hakaminasab
unpublished
To improve profitability, logical costs reduction, increasing market share, increasing customers' satisfaction and etc., organizations try to find new methods to improve their products and services quality. As quality is defined "What customer asks", the performance development model is an approach that in the domain of after sale services firms by three-stage method consistent with after-sale services can be effective on identification of the customer's needs and improving their effectiveness
more » ... nd satisfaction to achieve the goals of after sale firm. This study tries to show that the after sale services of customers of Gold Iran company can apply three-stage and service methods of quality performance development to translate the voice of customer stage by stage and turn them to operation requirements and prioritize them by BSC model. In this model, the key requirements of customers are identified by open question questionnaire, interview and participation observation methods. These requests are ranked also and by quality house method, they are turned into operational requirements and are applied. KEYWORDS: Quality of after sale services of furniture, Quality of performance development process, Quality, Voice of customer. INTRODUCTION In this period, all nations with any developed or developing political and social system pay special attention to service providing issue based on the recent training and technique methods and scientific global advancements and the impacts of these changes are more revealed in our routine life (Gronroos, 2000). The cyberspace world as the third millennium of human civilization brought great achievements for current communities (Dincer, 2004). It seems that the logical method is as such claims can be evaluated as only presenting these services is not adequate and the quality of these services is also important. How are the services presented and in which level or how much the goal is fulfilled (Cecilia et al., 2010). Thus, it is important whether after sale services of goods presented by organizations to customers are of high quality and can they fulfill the satisfaction of customers? The question: is there any solution to receive and analyze the requests? What is a suitable tool to reduce the product or service changes in design process and their common language and operation? The suitable response is effective application of services quality development method and the main philosophy of using it is considering the qualitative requests in various stages of product or service evolution. It means that development and creating common language among various units of organization (Clayton, 1993; Glenn, 2002) is one of the valuable benefits of this method and due to the lack of using common culture and language, the defined final service or product is different from the defined service of customer.
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