Open AccessDesigning a New Model in Order to Convey the Voice of Employees and Customers to Organization's Processes
Author(s) -
Maedeh Rabbanimehr,
Ahmad Jaafarnejad,
Sayyed Mohsen Allameh,
Sayyed Mohammad Reza Davoodi
Publication year - 2012
Publication title -
international journal of learning and development
Language(s) - English
Resource type - Journals
ISSN - 2164-4063
DOI - 10.5296/ijld.v2i6.2752
Subject(s) - quality function deployment , software deployment , quality (philosophy) , order (exchange) , house of quality , function (biology) , knowledge management , business , ranking (information retrieval) , process management , foundation (evidence) , quality management , data collection , marketing , computer science , service quality , sociology , service (business) , political science , customer retention , artificial intelligence , new product development , social science , philosophy , epistemology , finance , evolutionary biology , law , biology , operating system
Purpose of this paper is to create a model for designing a new model in order to convey the voice of employees and customers to organization's processes. Historical study and field study methods are used to collect data and questionnaire is tool of data collection. Descriptive and inferential statistics methods, ranking and matrix analysis method in Quality Function Deployment have been used for data analysis. The outcomes imply that prioritization of European Foundation for Quality Management enablers and employees and customers satisfaction factors are different before and after the use of Quality Function Deployment. Also, other outcomes include reduction of gap between managers and employees and customers; creation of a suitable atmosphere for the development of effective and coordinated relationship between managers and employees and customers; and development of the European Foundation for Quality Management model. Keywords: Quality Function Deployment, European Foundation for Quality Management, Enablers, voice of employees and customers