Kay Chuan Tan

Measuring web-based service quality

Since the birth of the internet, two-way communication via web-based exchanges has become increasingly popular in electronic transaction, publication, broadcasting, and other service applications. Based on an understanding of the attributes of the web-based service and its differences from traditional communication channels, this paper describes the development of a conceptual framework to measure the web-based service quality using the SERVQUAL model as a starting point. An online survey was conducted to collect web-based service quality information from an international customers perspective. The results indicate a need to modify SERVQUAL to suit better the context of the web-based service. Several web-based service attributes and dimensions were identified. This information should be useful to web designers and service providers and in the management of web-based services.

The current state of six sigma application in services

Purpose – Since its introduction by Motorola in the 1980s, six sigma and its philosophy have found widespread application in many manufacturing industries. It has also inspired applications in service industries. It is felt that there is a need to take stock of the knowledge accumulated in what is now an emerging field of study and look for directions to take the application of six sigma further in services. This article aims to review six sigma application in services along five main themes. The article seeks to draw on these themes to reflect on the wider applicability of six sigma in services.Design/methodology/approach – An analysis of relevant publications, citations and references was carried out using multiple databases. The impact of various key researches in this area is also discussed. The analysis then moves to discussing the necessary factors for success, key performance indicators, critical to quality characteristics, and the benefits and limitations of applying six sigma in services.Findings...

A Triz-Based Method for New Service Design

This article demonstrates the viability of applying the theory of inventive problem solving (TRIZ) to services by proposing a new approach to new service design. Traditionally, the effectiveness of new service design is unpredictable as service design relies largely on inspiration and the past experiences of service designers. By integrating TRIZ problem-solving tools and its knowledge base, the authors propose a new TRIZ-based approach to address this weakness in service design. Through two case studies, the proposed model is verified. This demonstrates the relevance of TRIZ to service design. It is hoped that this article will raise awareness among service researchers so that more studies in this direction are conducted.

The implementation of quality function deployment based on linguistic data

Quality function deployment (QFD) is a customer-driven quality management and product development system for achieving higher customer satisfaction. The QFD process involves various inputs in the form of linguistic data, e.g., human perception, judgment, and evaluation on importance or relationship strength. Such data are usually ambiguous and uncertain. An aim of this paper is to examine the implementation of QFD under a fuzzy environment and to develop corresponding procedures to deal with the fuzzy data. It presented a process model using linguistic variables, fuzzy arithmetic, and defuzzification techniques. Based on an example, this paper further examined the sensitivity of the ranking of technical characteristics to the defuzzification strategy and the degree of fuzziness of fuzzy numbers. Results indicated that selection of the defuzzification strategy and membership function are important. This proposed fuzzy approach allows QFD users to avoid subjective and arbitrary quantification of linguistic data. The paper also presents a scheme to represent and interprete the results.

A comparative study of nine national quality awards

Ever since the Malcolm Baldrige National Quality Award (MBNQA) was established in 1987, many other countries have developed their own version of a national quality award (NQA). These NQAs tend to follow the general framework of the MBNQA with different emphases on criteria items such as leadership, customer focus, resource management and impact on society. This paper is a comparative study of nine major national quality awards (three European, two North American, three Asia Pacific and one South American). It is instructive to note the differences in criteria item emphasis based on a country’s stage of economic development. Multinational companies may find it very useful when their overseas subsidiaries apply for the local NQA following the success of their home companies. Countries that have yet to develop an NQA stand to gain from the comparative information gathered.

Quality function deployment and its use in designing information technology systems

Presently, there is much focus on measuring and improving the quality of industrial systems with little attention paid to the quality of information technology (IT) related systems. In this paper, we present a study using the technique quality function deployment (QFD) to design and improve IT systems. QFD is a useful technique and has been applied successfully in traditional hardware product design. We show that it is equally useful for the design of IT‐related systems. In particular, we used QFD to study the human/user interface aspects of several World WideWeb home pages. On‐line surveys were used to obtain rankings of customer voices that are important in QFD. The results show that it is a useful technique that should be more commonly used for IT‐related systems.

Benchmarking in QFD for quality improvement

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. The main purpose of this paper is to study procedures and methods for successful benchmarking in QFD for quality improvement. It discussed the customer satisfaction benchmarking process in QFD and proposed the use of hierarchical benchmarks for strategic competitor selection and decision making. A case study was presented to illustrate the use of this method. This paper may provide a road map to achieve world‐class performance through benchmarking in QFD, especially for small to medium‐sized enterprises or companies in developing countries.

Factor analysis of service quality dimension shifts in the information age

To achieve quality in customer service is to enhance a company’s competitiveness. With the birth of the World Wide Web, the process of making products and services available to customers has changed from traditional communication channels to Web‐based information systems. Consequently, the widely used service quality measurement instrument SERVQUAL, developed for traditional customer service, may require adaptation for use in this information age. The identified general service quality dimensions in SERVQUAL may no longer be appropriate under this new and specific context. Shifts in service quality dimensions are due to the differences between Web‐based and traditional communication as well as the complementary functions of these two channels. A survey was conducted online and analyzed using structural equation modeling. Two new quality dimensions were identified. This information should be useful to Web designers and information service providers.

DEVELOPMENT OF INNOVATIVE PRODUCTS USING KANO'S MODEL AND QUALITY FUNCTION DEPLOYMENT

Quality and innovation are two main issues involved in product development. When faced with increasingly intense competition from both national and international competitors, organisations usually consider quality and innovation as sources of competitive advantage. Customer satisfaction can be met and exceeded by providing customers with innovative products of high quality. Focusing on the early phases of product development, this paper suggests the combined use of quality function deployment and Kanos model. A case example is presented by employing the proposed method in a World Wide Web page design process. Customer requirements on Web pages were clearly recognised and deeply analysed. Also, further technical features were identified for delivering attractive Web pages. The results from the case example support the proposed framework as a means of innovative product development and attractive quality creation.

Optimizing product design using quantitative quality function deployment: a case study

In this paper, we examine the applicability of quality function deployment (QFD) in optimizing product design. QFD is a systematic process that can help businesses to focus on their customers. In recent years, many quantitative QFD methods have been developed. However, only a small number of case studies have been reported on their use. For this research a case study on personal computer design was conducted. It demonstrates that quantitative QFD can be successfully implemented in product design. Some limitations are highlighted. Practical suggestions on implementing quantitative QFD are also discussed. Copyright