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Multi-layer quality function deployment (QFD) approach for improving the compromised quality satisfaction under the agency problem: A 3D QFD design for the asset selection problem in the shipping industry

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  • Okan Duru
  • Sheng Huang
  • Emrah Bulut
  • Shigeru Yoshida

Abstract

The aim of this paper is to improve the quality function deployment (QFD) method by utilizing requirements of both the major customer and the service provider. The QFD method was first applied to the shipbuilding industry and the main goal of the method is to improve the production processes by using customer requirements in connection with the related technical measures of the product. However, one of the critical criticisms of the QFD is based on the lack of proper budget assessment and the satisfaction of the producer (or service provider). The multi-layer QFD design is proposed to collect responses from both customer and the service provider so as to ensure satisfaction of all parties including financial feasibility of the intended improvements. Hence, the agency problem between parties will be eliminated. Copyright Springer Science+Business Media B.V. 2013

Suggested Citation

  • Okan Duru & Sheng Huang & Emrah Bulut & Shigeru Yoshida, 2013. "Multi-layer quality function deployment (QFD) approach for improving the compromised quality satisfaction under the agency problem: A 3D QFD design for the asset selection problem in the shipping indu," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(4), pages 2259-2280, June.
    • Handle: RePEc:spr:qualqt:v:47:y:2013:i:4:p:2259-2280
    DOI: 10.1007/s11135-011-9653-4
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    Cited by:

    1. Peyman Borna & Mohammad Ali Beheshtinia, 2022. "Enhancing the quality of municipality services using four-dimensional house of quality," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(5), pages 3849-3870, October.
    2. Sheng Teng Huang & Emrah Bulut & Okan Duru, 2019. "Service quality evaluation of international freight forwarders: an empirical research in East Asia," Journal of Shipping and Trade, Springer, vol. 4(1), pages 1-16, December.
    3. Jiawei Shi & Yan Zhou, 2022. "Group Decision Making for Product Innovation Based on PZB Model in Fuzzy Environment: A Case from New-Energy Storage Innovation Design," Mathematics, MDPI, vol. 10(19), pages 1-26, October.

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