Quality Function Deployment Method for Selection of Effective Management Tools on Setting EFQM Model

Document Type : Research Paper


1 Department of Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran

2 Department of Electronic and Computer, Tabriz University, Tabriz, Iran

3 Tax Affairs Office of Fars Province, Fars, Iran


Using the effective management tools that are relevant to
the organization’s needs for excellence has become so important for the
companies to improve their performances and then increase customer
satisfaction and gain market shares. Quality function deployment is an
efficient and powerful tool in design, development, and planning of products.
The main function of quality function deployment is conversion of
VOC (voice of customer) to technical characteristics (here organization
supposed as customer). This study propose a 9-step HOE(House Of Excellence)
model, which is basically a QFD model, and present the use
of symmetrical triangular fuzzy numbers(STFNs) to reflect the vagueness
in 30 experts’ linguistic assessments. The model of this research has been tested by means of a real case (Joundy Shapoor Company),
finding the relationship between 15 categories of management tools with
five EFQM enabler criteria based on the quality function deployment
approach to determine for Joundy Shapoor Company the effective management
tools to reach excellence. And also the test of the hypothesis of
this research has been done by using spearman correlation coefficient.


Volume 1, Issue 4 - Serial Number 4
October 2015
Pages 15-29
  • Receive Date: 01 September 2014
  • Revise Date: 31 October 2014
  • Accept Date: 01 November 2014
  • First Publish Date: 01 October 2015