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http://dx.doi.org/10.7469/JKSQM.2013.41.2.301

An Empirical Study of Railroad Technology Improvement Using AHP and QFD  

Kim, Hyun Jung (Department of Call Manager Business Administration, Sangji Youngseo College)
Kim, Soo Wook (College of Business Administration, Seoul National University)
Publication Information
Journal of Korean Society for Quality Management / v.41, no.2, 2013 , pp. 301-322 More about this Journal
Abstract
Purpose: This study aims to determine the needs of customers who use railroads as a mode of transportation and propose customer-oriented improvements in railroad technology by making connections between customer needs and railroad technology. Methods: We primarily used two methods for this study, AHP and QFD. First, AHP was used to evaluate the relative importance among the different components of railroad technology. Second, the QFD was applied to make a link between customer needs and railroad technology. Results: Railroad technology is largely divided into development, maintenance, and support. Empirical results showed the following improvement priorities in development, vehicle, system, line, signal/communication, power, and structure, in maintenance, vehicle, signal/communication, line, process, power, and structure, and in support, safety/precaution, management, environmental energy, operations/logistics, and station. Conclusion: Recognizing limitations in measuring the level of railroad technology when using the existing 'Technology Growth Model,' we used AHP and QFD to explore improvement directions for customer-oriented railroad technology. By offering customer-oriented services based on this study, railroad service providers will be able to acquire competitive advantage in the market.
Keywords
Railroad Technology; AHP(Analytic Hierarchy Process); QFD(Quality Function Deployment); Customer Satisfaction;
Citations & Related Records
Times Cited By KSCI : 5  (Citation Analysis)
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