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This study aims to introduce a method to integrate and coordinate departments&#x2019; activities to enhance the service quality of organizations using Quality Function Deployment (QFD). To this purpose, the classical two-dimensional House Of Quality (HOQ) matrix is changed to a three-dimensional form (3D-HOQ). The 3D-HOQ is applied to the marketing and Human Resources (HR) departments of a bank to determine customers&#x2019; and employees&#x2019; demands, respectively. The 3D-HOQ is also employed to provide a unique list of technical requirements to satisfy the identified demands. Obtaining a unique list of technical requirements with the cooperation of both departments reduces the inconsistency between departments, saves cost and time by preventing reworks and parallel works, and increases the organization&#x2019;s efficiency. Moreover, 3D-HOQ is combined with the SERVQUAL technique and fuzzy theory to determine the weight of obtained technical requirements. The study is conducted in four main steps, (1) identifying the customers&#x2019; and employees&#x2019; demands, (2) identifying the technical requirements for simultaneous satisfaction of both customers&#x2019; and employees&#x2019; demands, (3) determining the relationships between the technical requirements and the identified demands, and (4) prioritizing technical requirements. Applying the 3D-HOQ resulted in identifying 30 customers&#x2019; demands, 30 employees&#x2019; demands, and 50 technical requirements. The study results show that "using new banking technologies" has the highest weight among the customers&#x2019; demands, and "job security" has been found to have the highest weight among employees&#x2019; demands. Moreover, "Intra-organizational processes automation" has been identified as the technical requirement with the highest weight.

A fuzzy three-dimensional house of quality to integrate and coordinate departments’ activities in organizations