ENHANCING SERVICE EFFICIENCY IN UTILITY ORGANIZATIONS THROUGH QUALITY FUNCTION DEPLOYMENT
Quality Function Deployment (QFD) is a powerful approach for establishing a strong relationship between a product or service and customer needs. It focuses on capturing the voice of the customer to enhance their satisfaction. In today’s competitive landscape, organizations must meet customer needs t...
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| Format: | Article |
| Language: | English |
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UUM Press
2025-01-01
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| Series: | International Journal of Management Studies |
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| Online Access: | https://e-journal.uum.edu.my/index.php/ijms/article/view/17860 |
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| _version_ | 1841555743735545856 |
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| author | Maryam Shahid Rafiq Mansoor Muhammad Shahid Syed Athar Masood |
| author_facet | Maryam Shahid Rafiq Mansoor Muhammad Shahid Syed Athar Masood |
| author_sort | Maryam Shahid |
| collection | DOAJ |
| description | Quality Function Deployment (QFD) is a powerful approach for establishing a strong relationship between a product or service and customer needs. It focuses on capturing the voice of the customer to enhance their satisfaction. In today’s competitive landscape, organizations must meet customer needs to thrive. This research focuses on utility-imparting organizations and aims to enhance customer satisfaction and service efficiency through the development of a correlation matrix. The study proposes an inductive framework and evaluates it using typical QFD techniques. Specifically, the research utilizes the House of Quality (HOQ) to improve organizational efficiency and customer satisfaction. The HOQ identifies key quality indicators by analyzing the relationship between customer needs (WHATs), and technical solutions (HOWs), as well as between different HOWs. The results of the HOQ analysis highlight the most crucial factors for improving service efficiency: effective customer service, a competitive and focused organization, accurate billing meters and methods, precise meter readings and billing, and prioritization of emergency response. The findings provide valuable guidelines for improving the efficiency of utility energy services.
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| format | Article |
| id | doaj-art-53e6542551004dfcb1c77fc684794f8b |
| institution | Kabale University |
| issn | 2232-1608 2180-2467 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | UUM Press |
| record_format | Article |
| series | International Journal of Management Studies |
| spelling | doaj-art-53e6542551004dfcb1c77fc684794f8b2025-01-08T01:40:22ZengUUM PressInternational Journal of Management Studies2232-16082180-24672025-01-0132110.32890/ijms2025.32.1.2ENHANCING SERVICE EFFICIENCY IN UTILITY ORGANIZATIONS THROUGH QUALITY FUNCTION DEPLOYMENTMaryam Shahid0Rafiq Mansoor1Muhammad Shahid2Syed Athar Masood3Case, UET Taxila, PakistanInternational Islamic University, Islamabad, PakistanNational Skills University Islamabad, Pakistan.International Islamic University, Islamabad, Pakistan Quality Function Deployment (QFD) is a powerful approach for establishing a strong relationship between a product or service and customer needs. It focuses on capturing the voice of the customer to enhance their satisfaction. In today’s competitive landscape, organizations must meet customer needs to thrive. This research focuses on utility-imparting organizations and aims to enhance customer satisfaction and service efficiency through the development of a correlation matrix. The study proposes an inductive framework and evaluates it using typical QFD techniques. Specifically, the research utilizes the House of Quality (HOQ) to improve organizational efficiency and customer satisfaction. The HOQ identifies key quality indicators by analyzing the relationship between customer needs (WHATs), and technical solutions (HOWs), as well as between different HOWs. The results of the HOQ analysis highlight the most crucial factors for improving service efficiency: effective customer service, a competitive and focused organization, accurate billing meters and methods, precise meter readings and billing, and prioritization of emergency response. The findings provide valuable guidelines for improving the efficiency of utility energy services. https://e-journal.uum.edu.my/index.php/ijms/article/view/17860Quality function deploymenthouse of qualityvoice of customertechnical solutioncustomer satisfactionutility organization |
| spellingShingle | Maryam Shahid Rafiq Mansoor Muhammad Shahid Syed Athar Masood ENHANCING SERVICE EFFICIENCY IN UTILITY ORGANIZATIONS THROUGH QUALITY FUNCTION DEPLOYMENT International Journal of Management Studies Quality function deployment house of quality voice of customer technical solution customer satisfaction utility organization |
| title | ENHANCING SERVICE EFFICIENCY IN UTILITY ORGANIZATIONS THROUGH QUALITY FUNCTION DEPLOYMENT |
| title_full | ENHANCING SERVICE EFFICIENCY IN UTILITY ORGANIZATIONS THROUGH QUALITY FUNCTION DEPLOYMENT |
| title_fullStr | ENHANCING SERVICE EFFICIENCY IN UTILITY ORGANIZATIONS THROUGH QUALITY FUNCTION DEPLOYMENT |
| title_full_unstemmed | ENHANCING SERVICE EFFICIENCY IN UTILITY ORGANIZATIONS THROUGH QUALITY FUNCTION DEPLOYMENT |
| title_short | ENHANCING SERVICE EFFICIENCY IN UTILITY ORGANIZATIONS THROUGH QUALITY FUNCTION DEPLOYMENT |
| title_sort | enhancing service efficiency in utility organizations through quality function deployment |
| topic | Quality function deployment house of quality voice of customer technical solution customer satisfaction utility organization |
| url | https://e-journal.uum.edu.my/index.php/ijms/article/view/17860 |
| work_keys_str_mv | AT maryamshahid enhancingserviceefficiencyinutilityorganizationsthroughqualityfunctiondeployment AT rafiqmansoor enhancingserviceefficiencyinutilityorganizationsthroughqualityfunctiondeployment AT muhammadshahid enhancingserviceefficiencyinutilityorganizationsthroughqualityfunctiondeployment AT syedatharmasood enhancingserviceefficiencyinutilityorganizationsthroughqualityfunctiondeployment |