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This study aims to revise the weights in the interrelationship matrix of the house of quality.

After determining customer requirements (CRs) and product design characteristics (PDCs), a house of quality (HoQ) has been developed and the interrelationships between CRs and PDCs have been determined and classified using the Kano model. The PDCs have been prioritized based on the classic HoQ and the revised HoQ. Finally the results have been compared and discussed. The television design of Entekhab Industrial Group, the largest producer of home appliance products in Iran has been selected as a case study.

Results indicated different sets of priorities derived from the two approaches. Particularly, the difference between the revised HoQ and the classic approach was due to the nonlinear relationship between CRs and PDCs.

This study was performed merely on a single product of a company, and the case study results cannot be generalized to all of the home appliance industries.

Developing the application of the Kano model in computing and revising the weights of the cells in the interrelationship matrix of HoQ is the main contribution of this paper.

The purpose of this paper is to develop the C-shaped quality function deployment (QFD) 3D Matrix for service applications.

The C-shaped QFD 3D Matrix proposed by Vezzetti et al. (2016) has been developed for simultaneous analysis of the relationships among three sets of factors of customer requirements, service design characteristics and service performance indicators. The three sets of factors have been determined and based on their interrelationships, 3D and concurrent houses of quality have been formed. Then, service design characteristics and service performance indicators have been prioritized. The obtained priorities have been also compared with traditional concurrent model of QFD.

The findings obtained from the traditional and developed approach seem different, implying that applying the C-shaped QFD 3D Matrix provides a more real perspective of concurrent engineering and the results in different set of priorities of service factors.

The case study was limited to banking services. If the developed approach is used in other institutes, the prioritization of service design characteristics and service performance indicators might be changed.

Compared to Vezzetti et al. (2016) who proposed the C-shaped QFD 3D Matrix for analyzing interrelationships among two customers and a provider, or two providers and a customer, in this paper, the C-shaped QFD 3D Matrix has been developed for analyzing interrelationships among three sets of factors of customer requirements, service design characteristics and service performance indicators.

The purpose of this paper is twofold: to incorporate the symbolic relationships among the attributes of customer requirements (CRs) and engineering characteristics (ECs) as well as to factor in the values numerically to enhance the prioritization process for an improved, comprehensive quality function deployment (QFD) analysis. The aim is to develop the concept of assimilating and factoring in the often-ignored interrelationships among CRs and ECs utilizing the weighted average method for the CR and EC correlations with overall calculations.

After a brief literature review of the methods utilized, the research paper discusses the framework for the correlation triangle challenge and introduces a novel mathematical solution utilizing triangle values in conjunction with computed initial raw weights for CRs and initial priority scores for ECs. The capability and applicability of the proposed model are demonstrated with a real-life example.

Through the proposed technique, the roof and the interrelationship triangle's signs and symbols are translated into numerical values for each permutation of ECs and CRs, and then the prioritization values are processed and finalized. The proposed model successfully modifies and removes vagueness from an otherwise overlooked part of the QFD process.

The illustrated case study aptly proves that the proposed methodology yields more revealing and informative outcomes for engineers and designers, thus adding much-needed reliability to the outcome and its analysis. The validation conducted through the rank comparison endorses the premise, and the results obtained reflect the strength and accuracy of the progressive QFD as a product planning tool.

The research article proposes a fresh and unique QFD approach that solves typical procedural complications encountered in a regular QFD. Whereas the traditional methods neglect the interrelationships among CRs and ECs, this new methodology employs them in an improved, numerical way by incorporating them in quantitative analysis, which leads to judicious and improved decision-making.

This study aims to examine a hierarchical framework for sustainable consumption (SC) for cruise ships and identify the causal relationships and decisive attributes of cruise ship operation practices that allow cruise organizations to achieve a higher level of sustainable performance.

This study applies a hybrid of the Delphi method and a fuzzy decision-making trial and evaluation laboratory (DEMATEL). DEMATEL methodology helps to construct complex causal relations through digraphs, which depict interrelationships among attributes. The fuzzy set theory assesses experts’ perceptions of attributes given in linguistic preferences. The Delphi method has been previously used to validate attributes and determine the validity and reliability of the construct from qualitative information.

A set of three aspects containing 21 criteria were defined based on previous literature and expert consultations. The analysis results show that waste minimization and recycling and recovery are causal aspects that influence efficient resource use. Emission controls on ships, cruise ship alternative energy sources, ballast water treatment systems, water purification systems and nanofiltration systems are also prominent criteria for the improvement of SC during cruise ship operation.

This study contributes to the literature by offering a hierarchical framework for SC literature and confirming the role of this issue in improving the cruise industry sustainability. In practice, as such results provide key attributes for successful performance, the implications are offered for companies developing new activities, either in ensuring compliance with business goals or in decreasing the environmental impact.

The purpose of this paper is to derive mobile-government (m-government) service-quality factors in the Gulf Cooperation Council (GCC) and develop an integrated strategic plan for improving the quality of m-government services from a customer perspective in the GCC.

A quantitative approach was used in this case study of m-government services in the GCC. Data were collected using focus groups and questionnaires for three similar m-government applications (one from the United Arab Emirates, one from the Saudi Arabia and one from Oman). The house of quality tool, including technical benchmarking, was applied as part of the quality function deployment (QFD) approach to identify customer requirements, translate them to technical requirements and develop a strategic plan for improving the quality of m-government services.

The results revealed that “real time” had the highest priority for deployment, while “tangible service,” contrary to expectations, had the lowest priority for deployment.

Study findings are limited to the m-government services delivered to citizens. There is scope for further study into m-government services delivered both to businesses and other governments.

The findings imply that the m-government decision makers must involve citizens in all service-development processes to ensure that service delivery meets citizens’ expectations.

Most previous studies regarding m-government service-quality dimensions have used information system service-quality dimensions. This study is one of the pioneering studies to have successfully derived m-government service-quality factors using the QFD matrix.

The purpose of the study is to provide a concrete, integrated plan to improve the service quality of mobile government (m-government) services from the customer perspective in the Gulf Cooperation Council.

A quantitative approach was used to analyze a case study of the UAE Ministry of Interior (MOI) mobile application and a competitor: the MOI application of the Kingdom of Saudi Arabia. Data were collected using a focus group.

Results show that the technical requirement “real time” has the highest priority for deployment and “tangible service” has the lowest priority.

Findings are limited to m-government services. Further studies could explore other government services such as traditional face-to-face services.

Results imply that if government decision-makers or software developers aim to understand customer requirements and improve their mobile services accordingly, the quality-function-deployment (QFD) approach is much more effective than traditional approaches in which decisions regarding services are prioritized based on the decision-makers or software developers’ perspectives.

Many previous studies have applied QFD for developing products based on customer needs. This, however, is one of the few studies to successfully apply the QFD matrix to m-government services.

The purpose of this study is how to use the quality function deployment (QFD) in the construction industry. The study was performed for the owners and decision-makers of a construction company in Egypt, as a sample, and the owners’ requirements.

The data collection process and the type of data collected are described in this section. The data used in this study was collected from a questionnaire survey and was quantitatively analyzed using statistical analysis to identify the practices that have a statistically significant correlation with the performance of the design in the structural system of multistory buildings. A structured questionnaire five points Likert scaled based was adopted in this study; the questionnaires were distributed to experts, managers in real estate companies, construction industry-academic experts and advisors. The resulting list of factors, issues and knowledge gaps was subjected to a questionnaire survey for quantitative confirmation and identification of the most important factors, issues and knowledge gaps by distributing the questionnaires to experts, managers in real estate companies, construction industry-academic experts, and advisor to identify ambiguous questions/items and to test the techniques used to collect data.

The effect of many internal and external factors that affect on value engineering and decision support systems, such as schedule time, cost, the purpose of the building, availability of materials and environmental, needs to be considered in the structural system for multi-story buildings. The final proposal for the house of quality-chart helps designers and decision-makers in the preliminary phase and feasibility study stage for choosing the structural system using value engineering analysis for multi-story buildings. Also, construction and engineering industries can use the findings from this study as a basis for selecting the optimal structural system for multi-story buildings. The estimating team will be able to accurately make decisions and give recommendations regarding an optimal structural system for multi-story buildings for different activities.

The proposed approach enables decision-makers and designers to select the optimum system for multi-story buildings according to the key performance indicators (KPIs) toward client satisfaction and conduct analytical investigations to facilitate decision-making in a structural system for the multi-story building in Egypt. The proposed approach enables decision-makers and designers to select the optimum system for multi-story buildings according to the KPIs toward client satisfaction and conduct analytical investigations to facilitate decision-making in the structural system for the multi-story building in Egypt.

QFD is a technique that availed in many industries and it is used in evaluating the customer expectations, reflecting this evidence on the product specifications. In recent years, this technique is used also in construction industry projects. It is will help designers and decision-makers in the preliminary phase and feasibility study stage for choosing the structural system using value engineering analysis for multi-story buildings.

Availability of accurate quantity of materials, at correct place and at right time is extremely critical for increasing production effectiveness of any manufacturing organization. This can be achieved through employing an appropriate material handling equipment (MHE) capable of performing the desired operation. Therefore, choosing a right MHE from the available options is a key concern for the success, growth and competitiveness of a manufacturing organization. The purpose of this paper is to describe the design and development of an expert system based on quality function deployment (QFD) methodology in Visual Basic 6.0 for selecting the most appropriate industrial truck which is a commonly practiced MHE in any manufacturing organization.

A QFD-based approach is adopted to incorporate customers’ needs into the evaluation criteria on the basis of which industrial truck selection is carried out. The applicability of the developed expert system in solving industrial truck selection problems is demonstrated using two illustrative examples.

While applying this QFD-based model, CPCD 80x manufactured by Heli is recognized as the most suitable forklift truck for transporting unitized loads within a manufacturing unit with some spatial constraints, and for loading/unloading packages/boxes/cartons and place them at the desired locations in a manufacturing unit, ETV 216 manufactured by Jungheinrich evolves out as the most suitable reach truck.

Till date, numerous research articles have been published suggesting the applications of various mathematical models, multi-criteria decision-making methods and knowledge-based systems for solving MHE selection problems, and it is intriguing to note that none of the previously adopted methods has proposed a systematic procedure for selection of the evaluation criteria and interrelated the needs of customers with the technical specifications of MHEs while identifying the best alternative for performing a specified operation. These issues can be addressed through application of this developed QFD-based expert system, which can translate customers’ needs into organizational functions that are implementable in the decision-making/selection procedure.

Discusses how interrelationships can be developed for synergy. Also focuses on horizontal strategy as a way to achieve competitive advantage. Organizational context can determine a firm’s motivation and ability to develop interrelationships that result in overall competitive advantage. Corporate strategy must move beyond the idea that the primary way of creating synergy is the combination of related businesses (by buying and selling businesses). Corporate strategy must focus on creating value that is independent of business unit value. This means developing horizontal strategies that have the objective of coordinating activities and developing programs that encourage the sharing of resources and skills. An understanding of the horizontal organization helps to emphasize that organizational structure and processes are significant in developing interrelationships with the potential to reach the goals of synergy and competitive advantage.

The purpose of this paper is to propose an innovative solution for prioritizing “Whats” and “Hows” and resolving contradictions among “Whats” in House of Quality (HoQ).

Prioritization of the influence of the weights in correlation matrices of “Whats” and “Hows” (i.e. top roof and side roof) of HoQ and integration with TRIZ contradiction matrix have been studied. Explained through a case example of banking services, initially, contradictions among requirements of 180 customers have been identified by side roof matrix and then, the 12 by 12 non-technical contradictions matrix of service TRIZ have been used to suggest principles for resolving contradictions.

Findings imply that the use of roof and side roof weights can influence the priorities of “Whats” and “Hows.”

Findings may assist researchers and practitioners in resolving ambiguity of the voice of customers, which in turn make the results of HoQ more accurate.

A new approach has been proposed in this paper for resolving contradictions of customer requirements by service TRIZ and adjusting priorities of “Whats” and “Hows” in HoQ.