Customer Satisfaction Strategy of the College Considering Capital Budgeting

자본투자를 고려한 전문대학의 고객만족전략

  • Woo, Tae-Hee (Dept. of Industrial System Management, Seoil College)
  • 우태희 (서일대학 산업시스템경영과)
  • Published : 2007.12.30

Abstract

Quality function deployment(QFD) is becoming a widely used customer oriented approach. The aim of this paper is to present an analytic method of quality function deployment that is to maximize customer satisfaction, using a customer satisfaction survey conducted in the college in Korea. Combining weights and satisfaction indices, "performance/important" diagrams are to develop and this grid can be used in order to identify priorities for decision making. Also, this paper shows a 0-1 integer programming model for maximizing customer satisfaction subject to a budget constraint in QFD planning process with case study.

Keywords

References

  1. 강부식, 김태한, 박상찬, 'QFD와 QBD를 이용한 고객만족 전략 수립 절차에 관한 연구,' 품질혁신, 제2권 제2호(2001):1-7
  2. 김영찬, 차채성, '고객만족도 측정방법론과 전략적 활용,' 마케팅연구, 제18권 제1호 (2003):113-132
  3. 문희주, 전문대학 교육전반에 관한 학생만족도 조사연구, 한국전문대학교육협의회, 2005
  4. 윤여송, 전문대학 교육혁신을 위한 실천방안 연구, 한국전문대학교육협의회, 2005
  5. 우태희, 'QFD를 이용한 전문대학의 고객만족 평가,' 안전경영과학회지, 제8권 제3호 (2006):171-187
  6. 이상문, 신경영과학, 형설출판사, 2002
  7. Chien, T. and Su, C., 'Using the QFD concept to resolve customer satisfaction strategy decisions,' International Journal of Quality & Reliability Management, Vol. 20, No.3, (2003):345-359 https://doi.org/10.1108/02656710310461332
  8. Cohen, I. L., Quality Function Deployment : How to Make QFD for You, Addison-Wesley Publishing Company, Inc., 1995
  9. Han, S.B., Chen, S.K., Ebrahimpour, M., Sodhi, M., 'A conceptual QFD planning model,' International Journal of Quality & Reliability Management, Vol. 18, No.8, (2001):700-812
  10. Hwarng, H.B. and Teo, C., 'Translating customers' voices into operations requirements-a QFD application in higher education,' International Journal of Quality & Reliability Management, Vol. 18, No.2, (2001):195-226 https://doi.org/10.1108/02656710110379075
  11. Karsak, E.E, Sozer, S, Alptekin, S.E., 'Production planning in quality function deployment using a combined analytic network process and goal programming approach,' Computer & Industrial Engineering, 44 (2002):71-190
  12. Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y., and Malandrakis, Y., 'Customer satisfaction measurement in the private bank sector,' European Journal of Operational Research, 130 (2001):347-360 https://doi.org/10.1016/S0377-2217(00)00036-9
  13. Partovi, F. Y., 'A Quality Function Deployment Approach to Strategic Capital Budgeting,' The Engineering Economist, Vol 44, No.3, (1999):239-260 https://doi.org/10.1080/00137919908967522
  14. Wasserman, G.S., 'On How to Prioritize Design Requirements During the QFD Planning Process,' IIE Transactions, Vol. 25, No.3, (1993):59-65 https://doi.org/10.1080/07408179308964291