Browse > Article

A Case Study on Applying QFD to Improve Library Service Quality  

Jung, Youngmi (동의대학교 인문대학 문헌정보학과)
Publication Information
Journal of Korean Library and Information Science Society / v.45, no.1, 2014 , pp. 319-338 More about this Journal
Abstract
This study aims to apply QFD model to improve and evaluate library service quality using user needs priorities. The library of the D University is presented as a case study. QFD is a powerful quality management method in which customer needs are translated into appropriate technical requirements for each stage of product/service development. To apply QFD in the field of library services, first library user needs and their AHP, satisfaction and importance degrees were examined via focus group interview. Second, the service improvement engineering characteristics for satisfying the user needs and their relationship/correlations matrices were defined by interviewing library practitioners and experts. Finally, the data collected was entered using CUPID solution, and then HOQ to improve library service quality of the D University was constructed. This study focused on QFD method and its application as a tool for improving the quality of library service.
Keywords
Quality function deployment; Library service quality; Academic library; House of quality; User satisfaction;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
연도 인용수 순위
1 CUPID homepage. [cited 2013. 10. 10].
2 김선화. Quality Function Deployment 기법을 이용한 대학 학사행정서비스 품질개선전략. 석사학위논문, 한양대학교 경영대학원, 2005.(Kim. Sunhwa. Quality Improvement Strategies of Administrative Services in the Academic Affairs Using QFD Method. MBA thesis, The Graudate School of Business Administration, Hanyang University, 2005.)
3 노동조. "도서관 서비스 품질 평가를 위한 QFD 방법의 적용에 관한 연구." 사회과학연구, 제19권 (2004), pp.1-18.(Noh, Dongjo. "A Study on the Evaluation of Library Service through Quality Function Deployment." The Journal of Social Sciences, Vol.19(2004), pp.1-18.)
4 박병태외. "QFD를 이용한 전문대학 공학부 교육내실화 품질요소 도출." 대한안전경영학회지, 제15 권, 제1호(2013. 3), pp.231-239.(Park, Byuong-Tae et al. "Extraction of CTQ for the Improvement of the Education Quality Using QFD in College." Journal of the Korea Safety Management & Science, Vol.15, No.1(March 2013), pp.231-239.)
5 이상복, 신동설. QFD(품질기능전개) 이론과 사례. 군포 : 이레테크, 2008.(Lee, Sangbok and Dongseoul Shin. Theory and Practice of QFD. Gunpo : Eretech, 2008.)
6 이상식. "소셜커머스 성공을 위한 품질기능전개(QFD) 적용에 관한 연구." 한국산업정보학회논문지, 제18권, 제1호(2013), pp.71-79.(Lee, Sang-Shik, "A Study on the Application of Quality Function Deployment for the Success of Social Commerce." Journal of the Korea Industrial Information Systems Research, Vol.18, No.1(February 2013), pp.71-79.)
7 이세정. 품질기능전개(QFD: Quality Function Deployment)를 이용한 공연장 서비스 품질 측정에 관한 연구. 석사학위논문, 성균관대학교 대학원 공연예술협동과정, 2009.(Lee, Sejung. A Study on the Measurement of Theater Service Quality Using QFD. M.A thesis, The Graduate School, Sungkyunkwan University, 2009.)
8 이은주. 품질기능전개((Quality Function Deployment: QFD)를 이용한 병원서비스 품질 향상 방안에 관한 조사연구. 석사학위논문, 고려대학교 보건대학원, 2005.(Lee, Eunju. A study on a plan for improving service quality of medical services through QFD(Quality Function Deployment). M.A. thesis, The Graduate School of Public Health, Korea University, 2005.)
9 정영미, 김영기, 이수상. "ISA를 적용한 대학도서관 서비스 품질 측정과 개선방안 도출." 한국도서관․정보학회지, 제41권, 제1호(2010. 3), pp.255-272.(Jung, Youngmi, Youngkee Kim, and Soosang Lee. "A Study on the Measurement and Improvement of Academic Library Service Quality by ISA(Importance-Satisfaction Analysis)." Journal of Korean Library and Information Science Society, Vol.41, No.1 (March 2010), pp.255-272.)
10 Gul, Bayraktaroglu, and Ozge Ozgen. "Integrating the Kano model, AHP and planning matrix: QFD application in library services." Library Management, Vol.29, No.4/5(2008), pp.327-351.   DOI
11 정유선. 컨벤션 식음료 서비스 운영사례분석 및QFD 기법을이용한 서비스 개선전략수립. 석사 학위논문, 연세대학교 대학원 식품영양학과, 2008.(Chung, Yoo Sun. Strategic Planning for Convention Food & Beverage Service through QFD Methodology. M.S. thesis, The Graduate School, Yonsei University, 2008)
12 조태연. AHP를 활용한 QFD의 고객요구속성의 가중치 결정에 관한 연구. 박사학위논문, 성균관대학교 대학원 산업공학과, 2007.(Jo, Taeyun. Determination of weight factors of customer attributes in QFD using AHP. S.D dissertation, Sungkyunkwan University, 2007.)
13 Cecilia, Garibay, Humberto Gutierrez and Arturo Figueroa. "Evaluation of a Digital Library by Means of Quality Function Deployment(QFD) and the Kano Model." The Journal of Academic Librarianship, Vol.36, No.2(March 2010), pp.125-132.   DOI   ScienceOn
14 Chen, Yen-Ting and Tsung-Yu Chou. "Applying GRA and QFD to Improve Library Service Quality." The Journal of Academic Librarianship, Vol.37, No.3(March 2011), pp.237-245.   DOI
15 Chin, Kwai-Sang et al. "A Quality function Deployment Approach for Improving Technical Library and Information Services: a case study." Library Management, Vol.22, No.4/5(2001), pp.195-204.   DOI
16 Gharakhani, Davood and Javad Eslami. "Determining Customer Needs Priorities for Improving Service Quality using QFD." International Journal of Economics and Management Science, Vol.1, No.6(2012), pp.21-28.