C. A. Eckelman

Customer satisfaction using QFD: an e‐banking case

Research on service quality and customer satisfaction has become significant in the service industries. This study develops a case study that considers both external and internal service management issues and subsequent service innovations based on the framework of quality function deployment (QFD). The application of the customer window quadrant (CWQ) and the action plan matrix in the analysis of customer and service elements constitute a different approach for QFD. Some benefits and disadvantages of the QFD process are discussed as compared to extant service quality and customer paradigms. Finally, suggestions and directions are offered for future applications, with particular interest in the e‐bank service management issues.

Analysis and design of furniture frames

SummaryThe engineering design of furniture frames was investigated. The stiffness method of matrix structural analysis was applied to furniture frame design, and modifications of it which are needed to treat frames with semi-rigid, elastically non-linear joints of finite size were developed. A method of designing two-pin moment-resisting dowel joints was also developed. An experimental furniture frame was designed using the theories formulated. Results of tests performed on this frame agreed satisfactorily with those predicted theoretically.ZusammenfassungDie technische Konstruktion von Möbelrahmen wurde untersucht. Ein Rechenverfahren zur Bestimmung der Steifigkeit wurde mit Hilfe der Matrizen-Analyse auf Möbelrahmen-Konstruktionen angewendet und entsprechende Abwandlungen, die zur Behandlung von Rahmen mit halbstarren, elastisch nicht-linearen Verbindungen bestimmter Größe benötigt werden, wurden entwickelt. Gleichzeitig wurde ein Verfahren zur Konstruktion von biegesteifen Doppel-Dübelverbindungen entwickelt. Ein Versuchs-Möbelrahmen wurde aufgrund der erarbeiteten Theorie gebaut. Die Ergebnisse aus den Versuchen mit diesem Rahmen stimmten weitgehend mit den hierfür theoretisch berechneten Werten überein.

Uses of the General Services Administration performance test method for upholstered furniture in the engineering of upholstered furniture frames

Performance tests may be defined as accelerated use tests that predict the ability of a product to fulfill its intended function. As indicators of performance, these tests are powerful analytical tools that can be used to eliminate many of the hazards and uncertainties associated with the development and production of furniture, as well as with its specification and buying. In order to develop universally accepted performance tests, test methods should be 1) independent of geographical range of application; 2) provide a maximum amount of engineering design information; 3) provide manufacturers with the information needed to market their product and consumers with the information needed to evaluate it; 4) provide a means for quantifying historical experience; and 5) provide a means for quantifying the strength of furniture in an unequivocal manner. This paper discusses the basic factors underlying the performance test concept, especially those factors that are necessary in order to achieve universally accepted performance tests.ZusammenfassungLeistungstests können als beschleunigte Prüfverfahren im Sinne der Benutzer angesehen werden, ob die Eignung eines Produktes für die angestrebten Zwecke gewährleistet ist. Als Leistungsindikatoren stellen diese Tests wertvolle analytische Hilfsmittel dar, um viele Risiken und Schwächen auszuschließen, die bei der Entwicklung und Herstellung von Möbeln sowie beim Klassifizieren und Vertrieb auftreten können. Um allgemein akzeptierte Prüfmethoden zu entwickeln, sollten diese Methoden 1) unabhängig von geographischen Gegebenheiten sein; 2) möglichst viel Information für die Konstruktion liefern; 3) Daten für die Hersteller liefern, um damit die benötigte Information für die Vermarktung und die Kunden bereitzustellen; 4) eine Möglichkeit zur Quantifizierung der überlieferten Erfahrungswerte an die Hand geben und 5) eindeutige Bewertungskriterien für die Festigkeit der Möbel ermöglichen. Dieser Artikel diskutiert die grundlegenden Faktoren, die zu einer allgemeinen Akzeptanz der Methode führen können.

Edge breaking strength of wood composites

The variability in edge breaking strength obtained for various boards included in this study indicate that there is a need for a test to evaluate this property of composites. This information is of value for the product engineering of cases since it indicates the ultimate bending strength that can be obtained in corner joints with certain types of mechanical fasteners. Obviously, significant differences in strength exist from board to board, and further tests are justified in order to develop a method to determine which boards have properties best suited for use in furniture.ZusammenfassungDer Beschlagausbruch (Kanten-Bruchfestigkeit) verschiedener Holzwerkstoffplatten wurde getestet. Die große Variabilität der Festigkeiten zeigt, daß Prüfungen erforderlich sind, um diese Eigenschaft der Platten abzuschätzen. Diese Information ist für die Möbelkonstruktion von Bedeutung, da so die jeweils optimale Festigkeit mit Hilfe mechanischer Befestigungselemente erzielt werden kann. Denn offensichtlich liegen beträchtliche Unterschiede in der Festigkeit der einzelnen Platten vor. Weitere Untersuchungen sind gerechtfertigt, um Methoden zu entwickeln, mit deren Hilfe die am besten geeigneten Platten ausgewählt werden können.

Bending Moment Capacity of L-Shaped Mitered Frame Joints Constructed of MDF and Particleboard

The impact of fastener type (glued and unglued butterfly dovetail keys, glued and unglued H-shaped dovetail keys, one-pin dowel, two-pin dowels, and plywood spline) and wood composite material type on the bending moment capacity of L-shaped mitered frame joints under diagonal tension and compression loads was investigated. Specimens were constructed of laminated medium-density fiberboard (LamMDF) and laminated particleboard (LamPB). The glued joint specimens were constructed with polyvinyl acetate (PVAc) adhesive. In both tests, joints reinforced with two dowels had the highest bending moment capacity, whereas unglued joints fastened with H-shaped dovetail keys had the lowest capacity. Splined joints were characterized by the second highest bending moment capacity. Two-pin dowel joints had, on average, 47% greater capacity than one-pin dowel joints. The glued dovetail joints were 31% stronger than the unglued joints. There was no statistically significant difference between the bending moment capacities of butterfly and H-shaped dovetail keys. The LamMDF joints exhibited 7.8% greater capacity than joints constructed of LamPB. Overall, the bending moment capacity of joints loaded in compression was 22% higher than that of joints loaded in tension—when the moment arm in the compression specimens was taken at the inside corner of the joint.

Withdrawal Capacity of Joints Constructed with 9.5-mm and 15.9-mm Through-Bolts and Diameter Nominal 15-mm and 25-mm Pipe-Nut Connectors

Tests were conducted to determine the withdrawal capacities of 10-mm (nominal 3/8-in.) and 15.9-mm (nominal 5/8-in.) through-bolts with Diameter Nominal (DN) 15-mm (nominal 1/2-in.) and DN 25-mm (nominal 1-in.) pipe-nut connectors intended for use in light-timber frame construction. The capacity of unreinforced 15.9-mm through-bolts with DN 25-mm pipe-nut connectors was approximately 31.1 kN; the capacity of comparable reinforced connectors was approximately 71.2 kN. Likewise, the withdrawal capacity of smaller unreinforced 10-mm through-bolts with DN 15-mm pipe-nut connectors was approximately 13.3 kN; comparable reinforced connectors had a capacity of 17.8 kN. Similar 10-mm through-bolts with DN 10-mm pipe couplings had a capacity of 26.7 kN. Overall, results indicate that high-capacity joints can be constructed with through-bolt and pipe-nut connectors.

Effect of end connections on mid-span load capacity of laminated particleboard bookshelves

ABSTRACT The purpose of the study was to determine the effect of joints on the mid-span load capacity of bookshelves made from laminated particleboard. Twenty types of joints were selected based on their popularity in the cabinet-making industry. Results showed that highest mid-span load capacities were obtained with glued groove joints that included glued wooden dowels. Overall, highest mid-span load capacities were obtained with fixed shelf-joint constructions, whereas lower capacities were obtained with adjustable constructions. Based on its high-load capacity and ease of construction, the spline joint appears best-suited for use by most craftsmen. Statistical lower tolerance limits were used to take capacity variability into account for design purposes. The 75% confidence|75% proportion limits for the glued wood spline and glued fiberboard spline joints were 94% and 93% of average, respectively.