Purpose: This study aims to revise the weights in the interrelationship matrix of the house of quality. Desqign/methodology/approach: After determining customer requirements (CRs) and product design characteristics (PDCs), a house of quality (HoQ) has been developed and the interrelationships...

Purpose: The purpose of this paper is twofold: first, to revise the Kano model with a focus on one-dimensional attributes; and second, to use the revised model for categorizing and prioritizing various employee compensation strategies. Design/methodology/approach: The Kano evaluation table has...

Purpose: In this study, an integrative approach of customer satisfaction and cost of quality has been proposed for the value analysis of products based on a cost–benefit ratio. Design/methodology/approach: For the integrative approach, Kano and prevention-appraisal-failure (PAF) models have...

Purpose: This study aims to identify the drivers of human resource empowerment in understanding the new concept of Quality 4.0 in the digital era. Design/methodology/approach: First, the literature of quality management evolution in the fourth industrial revolution (Industry 4.0) and the...

Purpose: Decision-Making Grid (DMG) is used for determining maintenance tactics and is associated with the reliability and risk management of assets. In this grid, decision making is performed based on two indicators of Mean Time to Repair (MTTR) and frequency of failures. The purpose of this...

Purpose – The purpose of this paper is to propose an integrated model of quality function deployment (QFD) and customer relationship management (CRM) for design and delivery processes. Design/methodology/approach – After the literature review, the elements of a CRM business cycle were...

Purpose The purpose of this paper is to revise the Kano evaluation table and separating indifference attributes in order to develop satisfaction and dissatisfaction indexes. Design/methodology/approach The indifference requirements have been separated and reclassified, and after revising Kano...

Purpose – The purpose of this paper is to propose an innovative solution for prioritizing “Whats” and “Hows” and resolving contradictions among “Whats” in House of Quality (HoQ). Design/methodology/approach – Prioritization of the influence of the weights in correlation matrices...