Application of estimation method of customer’s satisfaction in enterprise focused on quality

• Autorzy: Dudek-Burlikowska M.
• Języki publikacji: EN

Abstrakty

EN

Purpose: A new approach to the requirements of customers and customers strategy in enterprise have been presented. Design/methodology/approach: The possibility of application the Quality Function Deployment method are connect with better understanding the customer needs. Findings: At the present time the enterprises should integrate quality management system and strategy of enterprise with customer’s requirements. Such kind of activity will enable to achieve success for these companies. Research limitations/implications: Described quality methods can be employed in companies in the whole product life cycle. Practical implications: Quality Function Methods is a very important tool. This method should be employed in companies for a new product, production process and customer’s needs. Aim of QFD is identification of the affirmative features of product, of the range of interest in product on market and also definition of the method of accomplishments of these aims. The example of implementing QFD shows product design and development technique that compares the fit between customer needs and product features. Usage of this method allow to keep a customer focus, reduction in the product development cycle, increasing customer satisfaction, providing opportunities for cost reduction. Originality/value: Usage of Quality Function Deployment Method in polish companies have been presented. It helps define what the customer is really looking for in the way of market driven features and benefits.

Słowa kluczowe

EN

quality management; customers' requirements; QFD method

• Wydawca: International OCSCO World Press
• Czasopismo: Journal of Achievements in Materials and Manufacturing Engineering
• Rocznik: 2011
• Tom: Vol. 47, nr 1
• Strony: 83--96
• Opis fizyczny: Bibliogr. 33 poz., rys., tab.

Twórcy

autor

Dudek-Burlikowska M.

• Division of Materials Processing Technology, Management and Computer Techniques in Materials Science, Institute of Engineering Materials and Biomaterials, Silesian University of Technology, ul. Konarskiego 18a, 44-100 Gliwice, Poland

Bibliografia

• [1] S. Tkaczyk, M. Dudek, Quality continuous improvement of production process in aspect of usage quality researches and estimation methods, Proceedings of the 11th Scientific International Conference “Achievements in Mechanical and Materials Engineering”, AMME'2002, Gliwice-Zakopane, 2002, 567-570.
• [2] I.J. Chen, R.L. Coccari, K.A. Paetsch, A. Paul, Quality managers and the successful management of quality: an insight, Quality Management Journal 7/2 (2000) 46-52.
• [3] M. Dudek-Burlikowska, Aspects of improving the organization directed to the quality, Archives of Materials Science and Engineering 43/2 (2010), 101-108.
• [4] H. Bieniok, Basic rule of company management, AE, Katowice, 2003 (in Polish).
• [5] L. Nieżurowski, A. Kobylański, B. Pawłowska, The measurement of the satisfaction of customers and its meaning for enterprises - research problems, Quality Problems (2003) 8-11.
• [6] R. Nowosielski, A. Kania, M. Spilka, Integrated recycling technology as a candidate for best available techniques, Archives of Materials Science and Engineering 32/1 (2008) 49-52.
• [7] P. Kotler, Marketing. Analysis, the planning, implementing and the control, Gebethner & Ska, Warsaw, 1994 (in Polish).
• [8] E. Skrzypek, Quality and efficiency, UMCS, Lublin, 2000 (in Polish).
• [9] M. Dudek-Burlikowska, Using of quality function deployment as a factor of improving of quality management system in university focus on student, Proceedings of the Scientific International Conference „Quality of life” UMCS, Lublin, 2007, 11-18 (in Polish).
• [10] Z. Kędzior, K. Karcz, Market researches in practice, PWE, Warsaw, 1996 (in Polish).
• [11] T. Karkoszka, D. Szewieczek, Risk of the processes in the aspect of quality, natural environment and occupational safety, Journal of Achievements in Materials and Manufacturing Engineering 20 (2006) 539-542.
• [12] M. Roszak, Chosen aspects of evaluation of productive processes on the example of productive chains of gear, Journal of Achievements in Materials and Manufacturing Engineering 14 (2006) 184-189.
• [13] A. Tabor, A. Zając, M. Rączka, Quality Management, Volume II, Cracow, 2000 (in Polish).
• [14] A. Hamrol, W. Mantura, Quality Management. Theory and practice, PWN, Warsaw, 2005 (in Polish).
• [15] Standard EN ISO 9000:2005, Quality management system -Fundamentals and vocabulary.
• [16] S. Tkaczyk, M. Dudek, Methodology research of quality in industry, Proceedings of the 7th Scientific International Conference “Achievements in Mechanical and Materials Engineering” AMME’1998, Gliwice-Zakopane 1998, 513-516 (in Polish).
• [17] J. Bank, Total Quality Management, Gebethner & Ska, Warsaw, 1996 (in Polish).
• [18] E.W. Deming, Quality, productivity and competitive position, University of Cambridge, 1982.
• [19] A. Hamrol, Quality management. Science and practice, PWN, Warsaw-Poznań, 1998 (in Polish).
• [20] W. Prussak, Quality Management - Chosen elements, Poznań, 2003 (in Polish).
• [21] L. Garbarski, Marketing, PWE, Warsaw, 1995 (in Polish).
• [22] M. Dudek-Burlikowska, Quality research methods as a factor of improvement of preproduction sphere, Journal of Achievements in Materials and Manufacturing Engineering 18 (2006) 435-438.
• [23] L. Wasilewski, Bases of quality management, PWN, Warsaw, 2002 (in Polish).
• [24] H. Drummond, In pursuit of the quality. Total Quality Management, ABC, Warsaw, 1998 (in Polish).
• [25] B. Krupińska, D. Szewieczek, L.A. Dobrzański, Improvement of technological processes by the use of technological efficiency analysis, Archives of Materials Science and Engineering 28/12 (2007) 751-756.
• [26] J. Michalska, D. Szewieczek, The improvement of the quality management by the activity-based costing, Journal of Achievements in Materials and Manufacturing Engineering 21/1 (2007) 91-94.
• [27] M. Dudek, D. Szewieczek, Usage of quality methods: Failure Mode and Effect Analysis (FMEA) and Statistical Process Control (SPC) as a element of continuous improvement of production process, Proceedings of the 12th International Scientific Conference “Achievements in Mechanical and Materials Engineering” AMME’2003, Gliwice-Zakopane, 2003, 317-321.
• [28] K. Mijanovic, J. Kopac, Environmental management inside production systems, Journal of Materials Processing Technology 162-163 (2005) 759-765.
• [29] S. Kaczmarczyk, Market researches. Methods and techniques, PWE, Warsaw, 2003 (in Polish).
• [30] J. Łańcucki, Quality management in the enterprise, TNOIK, Bydgoszcz, 1997 (in Polish).
• [31] K. Czauderna, QFD - Quality Function Deployment. Practical of quality management, Alfawela, Warsaw, 1999 (in Polish).
• [32] S. Tkaczyk, M. Dudek, Usage of QFD - Quality Function Deployment in polish metallurgical industry, Proceedings of the 10th International Scientific Conference “Achievements in Mechanical and Materials Engineering” AMME’2001, Gliwice-Zakopane, 2001, 583-589.
• [33] M. Dudek-Burlikowska, D. Szewieczek, Customer’s satisfaction the element of proquality strategies of organization, Journal of Achievements in Materials and Manufacturing Engineering 28/1 (2008) 91-94.