Prioritizing organization’s quality management projects starting with customer expectations

Document Type : Research Paper


1 Ferdowsi University of Mashhad

2 عضو هیئت علمی


Customer satisfaction level depends on level that his expectations would be answered. With identifying customer expectations and implementation them in QFD, this ensures that important and critical demands of customer have been considered. QFD have been used and use for translating customer expectations to different subjects. What has been considered in this study, is QFD usage for translating expectation customers to importance mark of quality management projects. Those project that guarantee organization success for meeting customer needs. For this purpose, three matrix approach of QFD was used in “Mashhad urban and suburban railway company” that had concern about ranking of quality management projects. In first matrix, importance marks of technical specifications were identified. In second matrix, importance marks of key operations were identified and in third matrix, execution importance and priority of projects were identified. Study results depicts that “need and task assessment of jobs” has most role in satisfying of customer needs and is first priority for this company.


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